Contact Us

This page sets out how to get in touch with the Hand Of Luck Casino support team and what to include in your message. It also explains how we handle complaints.

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How to reach us

You can contact us in two ways. Live chat is available on the site 24/7 and is the quickest option for most questions. You can also write to us at support@casinohandofluck.co.uk and we will reply by e-mail.

Please write from the e-mail address registered to your account with us. This helps us confirm we are speaking to the account holder before we discuss any account details.

What to have ready when you write

The more detail you give us at the start, the fewer messages it takes to settle the matter. Where it applies, please include:

Your username on the site.
The game, round or transaction your message is about.
The date and approximate time it happened.
Any on-screen message or error text you saw.

Never send your password

Our team will never ask for your password. Do not include it in chat or e-mail.

Common questions we help with

Account and verification - registration, document checks and keeping your details up to date.
Deposits and withdrawals - payment methods, processing times and the limits shown in your account.
Bonuses - wagering requirements and the terms attached to an offer.
Technical issues - game loading, interrupted rounds and log-in problems.
Safer gambling - deposit limits, time-outs and self-exclusion.

If you would like free, confidential support with your gambling, GambleAware, GamCare and the National Gambling Helpline can help, and GamStop allows you to self-exclude from licensed sites in Great Britain. Our site is for players aged 18 and over only.

Complaints

If something has gone wrong, write to support@casinohandofluck.co.uk with "Complaint" in the subject line and set out what happened. We will acknowledge your message, look into it, and reply once the checks are complete. If we cannot resolve matters between us, we will explain the next steps open to you.