When the first reply does not fix it, the fear of being ignored is what this sequence removes.
Luckyminning Casino Complaints Inbox
Send the details to the complaints mailbox, keeping your account email and dates attached. Write it while the problem is fresh and nothing gets lost.
Will Anyone Read My Email?
A written response normally lands within a day or so, and it names the person handling your case. Read it before replying again.
Manager Review Request
Should that answer miss the mark, ask straight away for a manager review. The case then moves to someone senior who can look at it afresh.
Taking It To Curaçao
With the internal route exhausted, the matter can go to the Gaming Control Board Curaçao. Keep every reply, since the regulator will want the full trail.
6 Questions Settled
What You Wanted Confirmed
Six things Australian players ask most, answered plainly before you write to us.
trustWhy can I reach support at three in the morning?+
The desk never closes, so a Tuesday at 2am AEST gets the same treatment as a weekday lunchtime. Chat and phone are staffed around the clock, every night and every weekend. Email lands in the same queue and moves at the same pace regardless of the hour.
trustWhat if the first answer leaves me unsatisfied?+
Ask the adviser to escalate the matter, then send the full story to [email protected] once the chat or call ends. If the outcome still feels wrong, you may take it to the Gaming Control Board Curaçao, which issued licence OGL/2011/1799/624.
trustDo I need to check the casino licence myself?+
Worth doing once, yes. Luckyminning Casino N.V. holds licence OGL/2011/1799/624 from the Gaming Control Board Curaçao, and the register there lists the operator under company number 959829. The same details appear in our footer if you want them side by side.
trustWhat if I want my data deleted or copied?+
Write to [email protected] and state which you want. Requests get logged the day they arrive and confirmed back to your registered email address. Anything retention rules require us to keep gets explained in that reply rather than left vague.
trustCan I be served in my own language?+
Four languages are covered at the desk: English, German, French and Spanish. An adviser working in English is always available, given the Australian audience. If you write in another language, expect a reply in English.
trustWhat happens when my verification takes longer than a day?+
Documents normally clear within 37 hours of arriving. Should that window pass, the verification team keeps you posted at [email protected] rather than leaving the file silent. A re-shot card image is the usual reason for a delay.
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