Contact Lucky Gem: Choose the Route That Fits Your Question
Reaching us should take a minute, not a search. Three routes are open to you, and each one suits a different kind of question.
- Live chat, available 24/7, for anything that needs an answer now.
- E-mail, for requests that need a written trail.
- Help centre, for self-service answers when you would rather read than wait.
All support is in English. Pick the route that matches the weight of your question, and keep the details handy before you start.
How we treat your message
When you write to us, your message is used to deal with your request: we read it, answer it and, where an account step is involved, carry it through. Personal details you send stay under our privacy policy, which explains what we collect and how you can exercise your rights. Because a message is only as useful as its content, write it so the first reply can solve the problem rather than ask for the basics.
A good message reads like a short briefing. It says what happened, when it happened and what you would like to happen next. Short, specific and calm works better than long and heated, and one message about one problem is easier to answer than one that bundles four. Verification is a separate process in its own right: the review takes up to 1 business day, so a question about it is best sent once, with the date you started.
Think of the first line as the headline: “Deposit of EUR 50 by card not credited” tells the reader more than “problem with an account”. A second line can carry the detail, and a third the outcome you are hoping for. Written that way, the message can be picked up by whoever is on shift without a handover, which matters when live chat runs through the night.
Our routes and what each suits
- Live chat: open around the clock and available from a mobile browser. It suits a stalled deposit, a question about a welcome-package stage or a quick check on a bonus rule while you still have the game open.
- E-mail: suits account closure, temporary deactivation and self-exclusion requests, which are handled on request. Self-exclusion runs from 6 months to 5 years and cannot be reversed once active, so say clearly which length you want.
- Help centre: suits general answers about how Lucky Gem works, available whenever you are.
Think of chat as the quick conversation across the counter and e-mail as the letter you can keep. Start with chat when time matters, and move to e-mail when you want the whole exchange in writing.
Before you send: a short checklist
- Name the game, the bonus stage or the payment method involved, for example Visa, Google Pay, bank transfer or a specific cryptocurrency.
- Give the date and the amount in EUR when money is part of the question.
- Add your account name so the message can be matched to you quickly.
- Attach a screenshot of what you saw if the screen itself is the problem.
- Keep your password to yourself: it has no place in a chat window or an e-mail, however the conversation goes.
- Send one message and wait for the answer before sending a second on the same matter.
