CONTACT SUPPORT

Account Verification (KYC)

If you are contacting us about the status of your verification, please ensure you have uploaded clear, color copies of the required documents. This is the most common reason for delays.

Required Documents:

• Photo ID: A valid, unexpired Driver's License, State ID card, or Passport. The name must match your Luckyland account exactly.
• Proof of Address: A utility bill (water, electric, gas), internet bill, or bank statement issued within the last 90 days. It must show your full name and current residential address.
• Bank Statement: A recent bank statement (dated within 3 months) that shows your name and account number clearly. This is required to link your bank account for prize redemption.

Verification typically takes 24-48 hours. You will receive an email notification once your documents have been approved.

Prize Redemption

Redeeming your Sweeps Coins winnings for cash prizes is easy, but there are a few rules to keep in mind:

• Minimum Redemption: You must have a balance of at least SC 50 to request a cash prize redemption. For Gift Cards, the minimum is often lower (SC 10).
• Playthrough Requirement: All Sweeps Coins, whether from a bonus or purchase, must be played through at least once (1x) before they can be redeemed. You can track your "Redeemable Balance" in the My Account section.
• Processing Time: Once approved, bank transfers (EFT) typically take 3-5 business days to appear in your account. Skrill redemptions are often faster, usually within 24 hours.

Purchasing Gold Coins

If you are having trouble purchasing a Gold Coin package, please check the following:

• Payment Method: We accept Visa, Mastercard, American Express, Discover, Skrill, Paysafecard, and Trustly (Online Banking).
• Name Mismatch: The name on your credit card or bank account must match the name on your Luckyland Slots account.
• Bank Declines: Sometimes banks flag online gaming transactions. You may need to contact your bank to authorize the transaction or try using a different card/method like Skrill.

Technical Troubleshooting

If the game is freezing, lagging, or not loading, try these steps before emailing support:

1. Clear Cache: Clear your browser's cache and cookies. This resolves 90% of loading issues.
2. Update Browser: Ensure you are using the latest version of Google Chrome (recommended) or Safari.
3. Android App: If you are playing on an Android device, we recommend downloading our dedicated app for the best performance. You can download the .apk file directly from our homepage.
4. Internet Connection: Ensure you have a strong Wi-Fi or 4G/5G signal. Social slots are graphic-intensive and require a stable connection.

Responsible Gaming

Luckyland Slots is committed to providing a fun and safe environment. If you feel that your gameplay is no longer fun, we offer several tools to help you manage your activity:

• Purchase Limits: Set a limit on how much you can spend on Gold Coins per day, week, or month.
• Time Out: Take a short break from your account for 1, 7, 14, or 30 days.
• Self-Exclusion: If you need a longer break, you can self-exclude your account for 6 months, 1 year, or indefinitely. During this time, you will not be able to login or access your account.

To set up any of these options, please contact support or use the "Responsible Gaming" link in the website footer.