If you experience any issues while using LuckyHills services, including matters related to payments, deposits, withdrawals, bonuses, accounts, software or gameplay, you have the right to submit a complaint.

We encourage you to contact our Customer Support team via live chat or by email at [email protected] to resolve your concerns.

If your issue remains unresolved or you wish to submit a formal complaint, please complete our Complaint Submission Form. Complaints are handled free of charge in accordance with the Complaint Procedure set out in Section 19 of our Terms and Conditions.

If you are dissatisfied with the final decision or your complaint remains unresolved, you may refer the matter to our independent Alternative Dispute Resolution (ADR) provider, EGIS-FZCO (EGIS-ADR), subject to the eligibility requirements set out in Section 19.7 of our Terms and Conditions.

ADR Provider: EGIS-FZCO (EGIS-ADR)

Email: [email protected]

ADR services are provided free of charge to players.

For further information about complaint submission, response timelines and ADR eligibility, please refer to Section 19 of our Terms and Conditions.