How to contact the casino support service?
Customers can reach Ace Lucky Casino support via live chat or email, both available 24/7 for assistance with all queries.
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What contact methods are available for customers?
24/7 live chat and email are offered for support queries; no phone support is listed.
Casino website
https://aceluckycasino.com
Casino launch date
The casino was established in 2016.
Gaming license
The casino holds licenses from the Malta Gaming Authority (MGA/B2C/231/2012) and the UK Gambling Commission (39335).
Casino headquarters location
The company headquarters is Soho Office, 3A, Punchbowl Centre, Elia Zammit Street, St. Julians, STJ3154, Malta.
License jurisdiction
Ace Lucky Casino is licensed in Malta and Great Britain.
Is there live chat on the website, does live chat work 24/7, and how long does it take to respond in chat?
Live chat is available 24/7; typical response times are just a few minutes.
Is there a contact form on the website?
Yes, a contact form is available onsite in the support section.
Technical support email
VIP support email
General industry practice is to provide a dedicated VIP email; contact [email protected] and request VIP service.
Complaints email
Customers should direct complaints to [email protected].
Finance department email
For financial inquiries, email [email protected].
Security service email
Contact [email protected] for security-related issues; further escalation may be provided onsite.
Support hotline phone number
No support phone number is listed; all contact is through live chat or email.
VIP line for premium customers
General practice includes priority support via dedicated email or chat for VIPs when requested.
Separate complaint line
Industry standard is to submit via email or contact form; Ace Lucky handles complaints via [email protected].
Technical support
Technical support is available 24/7 via live chat and email for all site and game issues.
Financial department
Financial queries are managed via support email and are generally handled promptly during business hours.
Security service
Security-related contacts are through support email; urgent security concerns may be escalated via live chat.
Telegram support account
No official Telegram support account is listed; industry standard is email and live chat support.
WhatsApp support account
No official WhatsApp account provided; support is via live chat and email.
Viber support account
No Viber account listed; support methods are live chat and email.
WeChat support account
No WeChat support found; queries handled via live chat or email.
Facebook page
No official Facebook page is listed for Ace Lucky Casino.
Instagram page
No official Instagram account is listed; marketing and updates may occur via email or onsite.
Twitter/X page
No official Twitter/X page found; all official announcements via website.
LinkedIn page
No LinkedIn page listed for Ace Lucky Casino.
YouTube channel
No official YouTube channel is listed.
Telegram channel
No Telegram channel found; industry standard is official updates via website and email.
Discord server
No Discord community server is listed for Ace Lucky Casino.
Are there video calls with consultants?
Industry standard is chat or email; video calls are not typically supported in online casinos.
Is there a ticket system (helpdesk)?
Yes, support requests submitted through live chat and email create tickets for tracking.
Is there a mobile app with support chat?
There is no dedicated mobile app; however, live chat support is compatible with mobile browsers.
Are push notifications supported?
Industry standard is to offer push notifications for promotions and updates if opted-in, but critical support alerts are sent via email.
Is SMS support available?
SMS support is not listed; all communications are via online methods.
Can I request a callback?
Industry practice allows callback requests in some casinos; Ace Lucky relies on digital communication only.
Are there forums or communities related to this casino?
No official forums or community platforms are available; support is direct via casino channels.
Is there a mobile app for contacting support?
No dedicated mobile support app; live chat and email are accessible through the website on mobile devices.
Are Zoom/Teams consultations possible?
Video consultations are not supported; assistance is provided through live chat or email.
Is support available on weekends and holidays?
Support is available 24/7, including weekends and holidays, via live chat and email.
What are the support service operating hours?
Customer service operates 24/7 without interruption.
Supported languages
Service is available in English, French, Finnish, Japanese, and Canadian French; Spanish and Portuguese launching soon.
Service regions
Support is available to all markets where Ace Lucky Casino operates, including South Africa, UK, EU, and select international regions.
Can I contact support without registration?
You can reach support via email and online contact form, but some functions may require registration.
Can I send documents through chat?
General practice is to allow document uploads via secure web forms or email; chat uploads may be limited.
Privacy policy link
https://aceluckycasino.com/privacy-policy
Terms of service link
https://aceluckycasino.com/terms
What to do if I forgot my account password?
Use the ‘Forgot Password’ link on the login page, enter your email, and follow instructions sent to reset your password.
How to restore access to a blocked account?
Contact support via chat or email, provide identification, and follow staff instructions for account review and reactivation.
Why is my account blocked?
Accounts may be blocked for suspected fraud, policy violation, verification issues, or self-exclusion requests; contact support for specifics.
How to change profile information?
Log into your account and go to profile settings. Contact support if the change is restricted or requires manual update.
What to do if I suspect my account has been hacked?
Contact support immediately, change your password, enable additional security, and provide details for investigation.
How to set up two-factor authentication?
Go to account security settings and follow prompts to set up 2FA, typically via email or mobile device; contact support for assistance.
Why am I not receiving SMS confirmation codes?
Check your phone network, spam/junk folders, and contacts. If issues persist, contact support to confirm your number and request manual verification.
How to delete my casino account?
Contact help staff via chat or email, request closure, complete verification steps, and await confirmation of account deletion.
What to do if I can't log into my account?
Check credentials, reset your password, clear browser cache, and ensure your account is active. Contact support if problems persist.
How to check account login history?
Login history is typically accessed in account settings; if not available, request details from support via email.
Why is document verification required?
Document verification is required for regulatory compliance, anti-fraud, age verification, and to confirm your identity for withdrawals.
What documents are needed for verification?
Common documents include a passport/ID, recent utility bill, and proof of payment method; exact details will be sent by support.
How long does document verification take?
Verification generally takes 24–72 hours depending on workload and completeness of your documents.
What to do if documents are rejected?
Review rejection reasons (sent via email), update or resubmit valid documents, and contact support for clarification if needed.
How to upload documents for verification?
Follow instructions in your account or email; use secure upload via the website or email attachments.
Why does my account require additional verification?
Enhanced checks may be triggered by large transactions, mismatched personal info, or routine security reviews; follow support instructions.
Can I have multiple accounts?
Operating more than one account per person is strictly prohibited and may result in a permanent ban; always use a single account.
How to report suspicious activity?
Notify support via email or live chat, provide relevant information, and security staff will investigate promptly.
What to do if I lose access to my email?
Contact support with account details and alternative verification documents to switch to a new email or regain access.
How to change phone number in my account?
Change your number in account settings or request support assistance with verification for updates.
Why are my account functions limited?
Limitations are due to pending verification, policy breach, responsible gaming limits, or regional restrictions. Contact support for details.
How to set deposit limits?
Set limits in your account profile under responsible gaming or contact support to request specific deposit limits.
What is self-exclusion and how to activate it?
Self-exclusion blocks account access for gambling controls; activate via account settings or by contacting support, specifying period and reason.
How to temporarily freeze my account?
Request a “cool-off” or timeout via customer support; specify the duration and reason for the freeze.
What to do if I suspect fraud?
Report immediately to support via chat/email with details; the casino will investigate and may take security measures.
Why is my deposit not going through?
Verify payment details, check account status, and ensure regional acceptance. Contact support for troubleshooting and resolution.
How long does withdrawal processing take?
Withdrawals take between 24 hours to 5 business days depending on payment method; e-wallets are fastest, bank cards longest.
What fees are charged for transactions?
Most deposits are free. Withdrawals may have a small processing charge depending on the payment type; see site T&Cs for specifics.
Why was my withdrawal request declined?
Typical reasons are incomplete verification, bonus wagering not met, suspicious activity, or exceeded limits. Support can clarify your case.
What deposit methods are available?
Visa, Mastercard, PayPal, Skrill, Neteller, ecoPayz, Paysafecard, bank transfer, and other popular systems.
What are the minimum and maximum deposit amounts?
Minimum deposits start from R25 (PayPal) to R150 for most cards; maximums vary per method and account tier.
Minimum deposit amount
R25 via PayPal; R150 via cards or e-wallets.
Maximum deposit amount
R2,000 through PayPal; other methods have no fixed max but may be restricted by tiers or limits.
How to cancel a withdrawal request?
Go to your account’s pending withdrawals section and click “cancel.” Contact support if assistance is needed.
Why is my withdrawal taking so long to process?
Processing delays may be due to verification, payment provider issues, holidays, volume, or additional checks required.
Can I withdraw to a different card?
Withdrawals are generally made to the original deposit method, but alternative methods can be requested after verification.
What to do if money was debited but not credited?
Contact support with proof of payment; the finance team will trace and resolve the issue within standard timeframes.
How to check the status of a financial transaction?
Review transaction history in your casino account; request updates via support if more details are needed.
Why are financial operations blocked?
Financial actions may be blocked due to policy violation, incomplete KYC, or security concerns. Visit support for review and unlocking.
What documents are needed for large withdrawals?
High-value withdrawals require an ID, recent proof of address, and proof of payment/source of funds before release.
Are there withdrawal limits?
Yes, maximum weekly and monthly withdrawal limits apply, such as £3,000/week and £30,000/month for jackpot wins.
How do refunds work?
Refunds are evaluated case by case; contact support and provide transaction details for eligibility and processing.
What to do with failed payments?
Contact support with error details; try alternative payment methods if necessary while team resolves the issue.
Can I change the withdrawal method?
Changing withdrawal method is possible before final processing; contact support immediately for instructions.
Why is proof of funds source required?
Regulatory frameworks and anti-fraud measures require proof of funds for large or suspicious transactions for compliance reasons.
How to get a financial transaction statement?
Request transaction history via support or download the statement from your account’s financial section.
What to do if a payment is stuck?
Notify support immediately; provide transaction details and follow the finance team’s troubleshooting steps.
What currencies does the casino accept?
ZAR, AUD, USD, EUR, GBP, and automatic local currency detection based on player region.
Is there currency conversion?
Yes, conversion is supported and rates are shown at the time of transaction or reflected in your account’s local currency.
How do cryptocurrency payments work?
If offered, players select crypto as payment, follow onsite wallet instructions, and funds are converted per current exchange rates.
What to do with payment system errors?
Check for typos, method restrictions, and browser issues. Contact support with error code for help and resolution.
Can I return an erroneous deposit?
Notify support promptly with proof; depending on method and status, erroneous deposits may be refunded per policy.
Why won't the game load?
Check your internet, update browser, clear cache, and ensure compatibility; contact technical support if issue persists.
What to do when there's a game crash?
Restart the game, check for updates, clear browser cache; contact support to ensure game results and restore any affected sessions.
How to report a game error?
Use live chat or email, including screenshots and details. Technical staff will investigate and respond promptly.
Why did my winnings disappear after a crash?
Contact support ASAP with game details; the team recovers valid winnings from logged game data and credits you accordingly.
Game sound not working - what to do?
Check in-game audio settings, browser/speaker volume, and device configuration. Restart game; escalate to support for unresolved issues.
Game lagging or freezing - how to fix?
Clear cache, close background apps, check connection; use supported devices/software and report ongoing issues to technical support.
Why isn't my bet being counted?
Confirm game status, wager rules, and account balance. If problem persists, escalate via chat or email for review.
How to check game round results?
View results in your account game history; support can provide logs if not visible.
What to do if the game is not responding?
Refresh browser, check for updates, clear cache; contact technical support if issue continues.
Why are some games unavailable?
Availability depends on regional restrictions, provider licensing, technical maintenance, or account status. Support can confirm specifics.
How to clear cache for better game performance?
Use browser/menu settings to clear history/cache, restart browser, and reload site for optimal play.
Problems with game display on mobile device?
Try different devices/browsers, update software, adjust settings; contact support if the problem persists.
What to do if bonus didn't activate?
Contact support with transaction details; team will review eligibility and activate bonus if qualified.
How to check bonus wagering requirements?
Wagering requirements are listed on the bonus terms page. Check the promotion info or ask support for details.
Why aren't bonus points being credited?
Double-check promotion terms and eligibility; contact support with missing points details for credit review.
How to participate in tournaments and promotions?
Visit the promotions page, opt-in through your account, and follow instructions; support can explain entry rules and process.
What to do if promo code doesn't work?
Verify code accuracy, promotion terms, and account status. If issues persist, report to support for resolution.
Why is Live Casino unavailable?
Regional restrictions, account limits, technical maintenance, or provider licensing may block access; check with support for details.
Problems with video streaming in live games?
Check your internet speed, device compatibility, and browser setup; support can help optimize streaming.
How to report a technical glitch?
Use live chat or email, describing the issue and affected games. Support acts promptly to resolve and escalate as needed.
What to do if the website won't load?
Check internet connection and browser compatibility, clear cache, and retry. Contact technical support if issues remain.
Browser compatibility issues?
Confirm your browser is up-to-date and supported; change browsers or update plugins. Support can recommend best options.
How to update Flash Player or other plugins?
Follow plugin provider instructions for updates, check browser compatibility, and access latest software versions for smooth gaming.
What to do with slow website loading?
Clear cache, close unused tabs/apps, check internet speed, and use supported browsers. Contact support for persistent slowness.
How to get technical support for games?
Contact support via live chat or email, provide game details and screenshot if possible; technical staff will assist accordingly.