1. How do I know my money is safe?

-All client funds are held in a separate client trust account. Client funds are completely 'ring-fenced' from corporate funds and are held securely in this way to ensure client funds are always available to clients.

2. How safe is my credit card information?

-CasinoLuck uses the most advanced data encryption techniques to guarantee that your information is only available to a selected few within the CasinoLuck family. We encrypt all your information using the internationally accepted industry standards SSL encryption algorithms.

1. Who do I contact if I have questions about my account?

-Please contact the CasinoLuck Customer Service by emailing support@casinoluck.com.

2. I have forgotten my username and password, what do I do?

-Entering an incorrect password will result in an 'unable to validate password' message. As our passwords are case sensitive, please make sure your Caps Lock is turned off. If your problems persist, select the 'forgot password' button and a new password will be sent to the e-mail address you listed on your CasinoLuck account.

3. How do I change my password?

-You can change your password by using the forgotten-password link http://www.casinoluck.com/ForgotPassword/ at the top of all the CasinoLuck pages.

4. What do I do if I no longer want to use my account?

-Please email CasinoLuck Customer Support at support@casinoluck.com If you wish to close your account. If you wish to temporarily freeze it please log in and visit the responsible gambling section.

5. How do I change my registered email address?

-At this time you cannot personally change your email address but if you can show good reason for the email address change, please contact CasinoLuck Customer Support for any changes to your account details.

6. Is it possible to change my username?

-You cannot change your player name once you have registered it at your CasinoLuck account. This is for security purposes since changing the player name can disrupt the system data and raise security alerts.

7. Is there any way I can check my account activity?

-You can check your account activity by going into 'my account' once you have logged in, or you can contact CasinoLuck Customer Support for any information.

8. Who can I consult if I think I have a problem with my gambling?

-Participating in online gaming may be exciting, fun and potentially profitable for those that chose to play. However, CasinoLuck is aware of the possibility of gaming abuse and the repercussions it could have on an individual. Because of this, CasinoLuck takes every precaution to ensure that our products and services are used only by those who have legal right to do so. Under no circumstances are any gamers allowed to play for real money unless they meet the minimum age requirement of 18 or the standard legal age to participate in online gaming in the country of their residence.

9. How can I self exclude?

-You can self exclude by sending a request via email to Customer Support. If you choose to exclude yourself you will not be able to log in to the CasinoLuck site. A next login will only be possible after the expiry of the access limitation period you selected.

10. Can I cancel a self exclusion?

-You cannot open your account until the time period you selected for self exclusion is completed.

11. What happens after my period is up?

-Once the time limit you selected for self exclusion is up you can contact CasinoLuck Customer Service to open your account.

12. I am not getting a response to my questions when I e-mail the Support Team?

-We aim to reply to all Customer Service e-mails within 1 hour. As some require more detail and investigation of an issue, response time may vary based on the nature of your inquiry. You will receive an e-mail confirmation from CasinoLuck when we have received your inquiry, to let you know that we are working on an answer. If you find that you are not receiving the confirmation e-mail promptly after submitting your inquiry we would suggest that you have a look in your Junk Mail folder. CasinoLuck does not engage in the act of sending unsolicited e-mails however some aggressive mail filters may mistakenly identify our e-mails as spam and treat them as such.

1. How do I open a CasinoLuck account?

-You can create an account with CasinoLuck by one of the following ways: 1) Clicking directly here. 2) You can go to homepage www.casinoluck.com and click on "Register" on the top left corner or on "Join Now" on the top right side. By clicking either of those you will be directed to our registration page where you must insert your details. Please keep in mind that your account currency and your account username cannot be changed in a later stage.

Before registering your details please make sure you declare that you are over 18 and agree to our "Terms and Conditions". You can immediately log into your account on any CasinoLuck page using your username and password.

2. Why am I having problems creating an account?

-Please contact CasinoLuck Customer Service at support@casinoluck.com and we will be glad to help you with the creation of your account.

3. Why is my personal information required? Are my personal details safe with you?

-We need your personal details to confirm your Identity, age, proof of address and also for any financial transactions. CasinoLuck use the most up to date data encryption techniques to safe guard your personal detail.

4. Do I need to make a deposit to be able to open an account at CasinoLuck?

-No, you can play in our Casino for fun if you wish.

5. Can I have more than one account?

-No, only one account is permitted.

6. Is there any minimum age requirement to play at CasinoLuck?

-You must be at least 18 Years of age to play on CasinoLuck.

7. Do you accept players from my country of origin?

-As long as you are not breaking any of your country's laws we accept players from all countries except The United States of America and Turkey.

1. Which currencies do you accept?

-You can set up your account in any of the following currencies: EUR, GBP, USD, PLN, CZK, DKK, SEK, NOK, Rubles and Yuan.

2. How can I identify any payments or withdrawals to CasinoLuck on my bank/credit card statement?

-All deposits and withdrawals which appear on either your credit card or bank statement will always be accompanied by a descriptor in which Oddsmatrix Ltd will be mentioned. Oddsmatrix Ltd runs our payments platform. This will allow you to keep track of your deposits to and withdrawals from the site.

3. Do you accept cards from my country?

-We accept cards from all countries except USA, Turkey.

4. Can I use more than one payment method?

-Yes you can but we may need documentation for any changes made in the payment methods.

5. What do I do if my card deposit gets declined or rejected?

-Most problems that occur are due to improperly filling out the fields in the request form. Please contact CasinoLuck Customer Service to have this corrected. Also some credit card issuers maintain a rule that does not allow you to make direct deposits to online gaming sites. You may want to contact your card provider to discuss this matter, or try one of the e-wallet depositing options instead. In rare occasions if you attempt to deposit a second time before your most recent deposit has gone through, it may count towards your 24 hour and weekly deposit limit and hence cause a problem.

6. Why won’t your website take my card?

-Some credit card issuers maintain a rule that does not allow you to make direct deposits to online gaming sites. You may want to contact your card issuer to discuss this matter, or try one of the e-wallet depositing options instead.  For further assistance please contact CasinoLuck Customer Service.

7. Can I use my card to deposit into my friend’s account?

-You cannot do this as this is deemed to be a third party transaction and we can under no circumstances allow such a transfer. Trusted players can email Customer Support and request access to a feature called buddy transfer. This feature will let you transfer funds to other accounts. A valid reason for this must always be given.

8. I have deposited from the wrong card by mistake – is there anything I can do?

-Please contact CasinoLuck Customer Service at support@casinoluck.com.

9. What is a CVC2 code?

-CVC2 is an abbreviation for "Card Verification Code". This code is required as a security measure when making internet payments with your credit card. The code consists of three digits that can be found on the back of your credit card.

1. How do I make a deposit?

-Log in to CasinoLuck.com and click on the deposit button in the top right corner. You can then select your preferred payment method and proceed with your deposit.

2. Which deposit methods do you have available?

-Please click here to see our current deposit methods.

3. How long does it take for my deposit to get approved?

-For most payment methods your deposit will be approved instantly. In you are making a bank transfer to us it can take up to a week before we received your money from the bank, as soon as we’ve received the money we will credit your CasinoLuck account.

4. Will I be charged any fees when depositing into my CasinoLuck account?

-There are no fees for depositing into your CasinoLuck account.

5. What is the minimum/maximum amounts that I can deposit at a time?

-The minimum deposit amount is €10 or your currency equivalent and the maximum deposit amount is €5000 per day or your currency equivalent.

6. Is there a way for me to set daily, weekly and monthly deposit limits?

-You are able to set personalized daily, weekly or monthly deposit Limits. These can be set within your ‘My Account’ sub section ’Responsible Gaming-Deposit limit’. Limits can be amended at anytime in the same section.

7. How do I make a deposit from my bank account?

-Please click ‘Deposit Money‘ in ‘My Account‘ and chose Bank transfers. You can activate this option by clicking ‘Deposit‘. Then follow the instructions on the screen. You can also use the deposit option Glupay which features instant bank transfers for many countries in Europe.

8. Is there a weekly limit on how much I can deposit into my website account using my credit card?

-The Maximum amount you can deposit in one day is €5000.

1. How can I make a withdrawal from my website account?

-You can ask for a withdrawal at any time as long as you have met all requirements and have been authorized for withdrawals in our system. You can also withdraw as many times as you wish but, under anti money laundering and fraud prevention laws that CasinoLuck must follow, we cannot allow withdrawals from your CasinoLuck account within 24 hours after a deposit is made. The minimum withdrawal amount is 10 Euro.

2. Are there any limits on how much I can withdraw?

-The minimum withdrawal amount is €10.00 or your currency equivalent. The maximum withdrawal amount is €5000 per day or your currency equivalent.

3. Can I cancel a withdrawal request?

-You will need to contact CasinoLuck Customer Service and see if the withdrawal can be stopped. Usually we can stop withdrawals that have not yet been processed.

4. Can I get my winnings paid back to my credit/debit card?

-Yes you can. As long as it is the same card that you used to make your original deposit and the card is able to accept a withdraw back onto it. This feature is currently not available for Mastercard cards.

5. I used my credit/debit card to deposit, can I request a payment by any other mean?

-Yes you can but, we may need full documentation from you and details of your new method.

6. Why can’t I choose by which method I want to get paid?

-This is due to money laundering laws that we adhere to and also for yours and our security for all financial transactions, so unless authorized all refunds must go back to the same method as used for depositing.

7. Do you charge any withdrawal fees?

-Normally we do not charge any fees on customer withdrawals but please be aware that your bank may charge you a fee for their service.

8. How long do withdrawals take to process?

-This can vary depending on your chosen withdrawal method. Please check 'Payment Methods' to see all of the withdrawal methods available to you and their processing times.

9. Why is it that a withdrawal to my card takes days while a deposit is immediate?

-We have a number of controls and checks that take place before any withdrawal leaves CasinoLuck and this may delay withdrawals up to 12 hours. These checks are part of our ongoing commitment to maintaining the security of our customer’s funds. Any other delays will be due to the restrictions imposed by the payments providers.

10. What happens if the card I had withdrawn money to has expired or been cancelled?

-You will need to let us know of any changes of cards and, supply proof of being out of date or reason for the change.  Any new card will have to be registered with us and onto your CasinoLuck account.

11. Can I make a withdrawal from my account and have it sent to someone else?

-No, this is deemed as a third party transaction and will not be permitted in any circumstance.

12. What is your withdrawal policy?

-Your account must be enabled and have the minimum amount of money required in order to withdraw. Some restrictions may apply to players participating in any promotions.

1. Why is it that I cannot login to my account?

-Check you are using the correct 'password' and 'username' for your account, if you still cannot login please contact CasinoLuck Customer Support. Please make sure that your CAPS LOCK is not on by mistake.

2. What happens if my connection goes down?

-All game play is stored securely on our servers, in the event of a disconnection simply log back in to your account to see the outcome of any event or game play. If the game play was incomplete, it should resume when you next log back in to the game. If you continue to experience problems please contact our Customer Support Team.

3. Which software provider do you use?

-The software for our Casino is provided by Net Entertainment.

4. Why is it that I cannot connect to the gaming server?

-Check your internet connection and if still not connecting please contact CasinoLuck Customer Support.

5. The website is running very slow, what can I do to speed it up?

-If you have been experiencing a slow connection, please note the following: Having several browsers open, music programs running or downloading files can all slow your computer and/or internet connection. Your local internet service provider may also be experiencing lag. Sharing your internet connection within your household and in your local area can also slow your connection speed.

6. I don't have any sound.

-Please ensure that you have sounds enabled in the games. Do also check that you have a valid sound card and your speakers are not set to mute.

7. What are the system minimum requirements to be able to play at CasinoLuck?

• Windows - Intel Pentium processor (Pentium II or higher recommended) 64mb ram.

• Macintosh - Power Macintosh Power PC processor (G3 or higher recommended) 64mb ram.

• Apple Mac Users Important Notice - The current version of this Casino may not function as intended when running on an   apple Mac system and is not currently supported.

• FLASH 8 or greater though we highly recommend the latest version of “FLASH”.

• CasinoLuck is compatible with most Windows Operating systems (Windows 2000, XP, Vista and 7).

• Internet Explorer versions lower than 7 are not supported.

1. Where do I find what promotions are in offer?

-You can view all current offers by clicking on our promotions tab.

2. Can I play all the website games when I take a bonus, or are there any restrictions on which games I can play?

-Please check the terms and conditions for the bonus and if in doubt contact CasinoLuck Customer Support.

3. What reasons would I be declined for a promotion?

-Some of the promotions will be eligible only for people from certain countries and some of customers using specific payment methods. There may be restrictions for any linked accounts and misuse of CasinoLuck promotions, for any advice please contact CasinoLuck Customer Support at support@casinoluck.com.

1. Are the games at your website fair?

-We would like to reassure you that the algorithms used to generate results on our site produce completely random results. Our games are developed using the same Sun Microsystem's Secure Random function as for Java. The random number generator and the shuffle have been designed by a PhD in Mathematics. The software we use to randomize deals has been thoroughly tested and reveals no bias or predictability, and has been RNG certified. All Netent games are certified by Technical Systems Testing (TST) www.tstglobal.com.

2. What happens if game play is interrupted in the middle of a game round?

-The state of each game round is automatically stored in the system database. This ensures that the last game state seen by the player always is restored when game play is resumed following an interruption due to system, Internet or serve failure, or due to problems at the client side.

3. How many decks are there in the Blackjack games?

-In our Blackjack games there are either 4 or 6 decks unless otherwise stated.

4. Where can I find detailed instructions to your games?

-Each of our games have the ‘Game Rules‘ on the specific game page itself or in the game itself.

5. What are the average payouts for the website?

-The payouts vary from game to game and over time, however the total theoretical pay-out lie in the range of 97-98 %. The pay-out of the games is hard-coded and we do not or can not adjust these.

6. Can I try the games for free?

-Yes, you can play all games for free if you chose the ‘Play for Fun‘ mode.

7. Can I remove a bet after placing it on the table?

-Before the game has started this may be possible but after the start of the game you cannot change or lower any bets.

8. What happens when I lose connection during a game round?

-The game continues from the situation it was left in when you log in and open the game again. Slots that were spinning during the cut will finish the round even if connection is cut, winnings will be paid out if there are such.