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Terms and Conditions

Welcome to Lucki. These Terms and Conditions set out the rules that apply when you register, deposit, play, or withdraw funds through our platform. Please read them carefully before using our services, as they form a legally binding agreement between you and us.

Under Curaçao licence 8048/JAZ, we operate Lucki as a regulated online gambling platform available to residents of the United Kingdom aged eighteen and over. These Terms and Conditions form a binding agreement between us and every person who registers an account with our platform.

By creating an account, depositing funds, or placing a wager, you confirm that you have read, understood, and accepted these terms in full. We reserve the right to amend these terms at any time, and continued use of our services after changes take effect constitutes acceptance of the revised version. Where a material change affects your rights, we will make reasonable efforts to notify you in advance.

If any provision within this agreement is found unenforceable under United Kingdom law, the remaining provisions continue to apply. You retain the right to request a copy of the current terms at any point during your relationship with us.

2. Account opening and eligibility

We require all players to be at least eighteen years of age before opening an account with us. Registration is limited to one account per person, household, and IP address.

When you register, you must provide accurate personal details including your full legal name, date of birth, residential address, and a valid method of contact. We use this information to confirm eligibility, apply responsible gambling safeguards, and meet our obligations under applicable regulations. Accounts found to contain false or misleading information may be suspended pending further review.

You are permitted to hold only the account types available to residents of your jurisdiction. Where local restrictions apply, we reserve the right to decline registration or limit certain services.

3. KYC and identity verification

Identity verification exists to protect our players and to meet the anti-fraud standards expected of a licensed gambling operator. We ask that you be prepared to provide documentation at any stage of your account lifecycle.

Verification typically requires the following:

  • A valid government-issued photo identification document
  • Proof of residential address dated within the last three months
  • A source of funds declaration, where requested

We may request additional documentation where account activity appears unusual or where withdrawal amounts exceed standard thresholds. Processing of withdrawal requests may be paused until verification is successfully completed.

You have the right to understand why additional checks have been requested at any stage. We aim to process submissions promptly, though timing can vary depending on document quality and request volume.

4. Account security and password confidentiality

Your account security depends significantly on how carefully you protect your login credentials. We ask that you choose a strong password and avoid sharing it with any third party.

You are responsible for all activity that occurs under your login details, including wagers placed and withdrawals requested from your account. If you suspect unauthorised access, you must contact our support team immediately so that we can investigate and, where necessary, suspend the account. We employ reasonable technical safeguards to protect player data, though no system can be guaranteed entirely free of risk.

Where negligence in protecting account credentials contributes to unauthorised use, we reserve the right to limit our liability accordingly. You remain free to request a password reset at any time through our standard verification process.

5. Deposits and account funding

All deposits must be made using payment methods available in your account dashboard and must originate from a source registered in your own name. We do not accept third-party deposits under any circumstance.

Minimum and maximum deposit limits apply and are displayed before each transaction is confirmed. Funds are typically credited to your balance within minutes, though certain payment providers may introduce short delays beyond our control. We reserve the right to decline or reverse any deposit suspected of fraudulent origin.

You may set your own personal deposit limits through your account settings at any time. Reducing a limit takes effect immediately, while increasing one may be subject to a short cooling-off period.

6. Withdrawal procedures and verification

We want to be clear about how withdrawals are processed so there is no confusion once you request one. Withdrawals are paid using the same method used for your deposit wherever this is technically possible.

Before releasing a withdrawal, we may carry out standard verification checks, including confirmation of identity and review of wagering activity linked to any bonus funds. Processing times vary by payment method, though we aim to review requests within a reasonable number of business days. Withdrawal requests may be declined or delayed where account irregularities are identified.

You are entitled to request an update on the status of your withdrawal at any point. Fees, where applicable, will always be disclosed before a withdrawal is confirmed.

7. Bonus rules and wagering requirements

Under the terms of each individual promotion, bonus funds carry specific wagering requirements that must be completed before related winnings become withdrawable. These requirements, along with applicable game weightings, are detailed within the promotional terms for each offer.

We reserve the right to void bonus winnings where wagering requirements have not been met within the specified timeframe, or where gameplay patterns indicate an attempt to exploit a promotion. Bonus abuse, including the use of multiple accounts or coordinated betting patterns, may result in forfeiture of funds and restriction of your account. Promotions may be withdrawn, amended, or restricted to specific regions at our discretion.

You may choose to opt out of a bonus offer prior to acceptance if the terms do not suit your preferences. Completed wagering requirements entitle you to withdraw eligible winnings subject to standard verification.

8. Inactive and dormant accounts

We classify an account as dormant after twelve consecutive months without login activity or gameplay. A dormancy fee may apply thereafter, in accordance with the schedule displayed in your account terms.

Before any fee is applied, we will attempt to notify you using the contact details held on file. Remaining balances are preserved and remain your property, though continued inactivity beyond an extended period may lead to further account administration measures. Self-excluded accounts are handled separately and are not subject to dormancy fees.

You can reactivate a dormant account at any time by logging in and completing any outstanding verification steps. Withdrawal of remaining funds remains available throughout the dormancy period.

9. Game fairness and RNG systems

Game fairness exists as a foundation of trust between us and every player using our platform. All casino games available through Lucki operate using random number generator technology supplied by licensed and audited software providers.

Return to player percentages are independently tested and published by our game providers, and outcomes are determined entirely by chance rather than being influenced by us. We do not manipulate results, and no employee has the ability to alter individual game outcomes. Technical faults, where they occur, are investigated and resolved according to standard fair-play procedures.

You are entitled to request information regarding the certification of any game you play. Disputed outcomes are reviewed in line with our complaints procedure outlined later in these terms.

10. Prohibited conduct and fraudulent activity

Your use of our platform must remain within the bounds of fair and lawful conduct at all times. Attempting to defraud our platform, other players, or payment providers is strictly prohibited.

Prohibited behaviour includes the following:

  • Use of bots or automated betting software
  • Exploitation of software errors for financial gain
  • Collusion between players
  • Creation of multiple accounts to circumvent limits or promotions

Where such activity is identified, we reserve the right to suspend the account involved, void related winnings, and withhold funds pending investigation. Serious cases may be reported to relevant authorities.

You remain free to appeal any enforcement action by contacting our support team with supporting information. Decisions following investigation are communicated directly to the account holder.

11. Responsible gambling and self-exclusion

All players must be able to gamble within limits that do not cause them financial or personal harm. We provide tools including deposit limits, session reminders, time-outs, and self-exclusion periods ranging from short breaks to permanent exclusion.

Self-exclusion requests are actioned promptly once submitted, and we will not permit reactivation before the agreed period has elapsed. Marketing communications are suspended automatically during any exclusion period. We encourage players showing signs of difficulty with their gambling to seek independent support alongside the tools we provide.

You can request a reduction in limits at any time without delay, while increases may involve a short waiting period. Support is also available through GamCare and the National Gambling Helpline on 0808 8020 133.

12. Complaints and dispute resolution

We want every player to feel confident that complaints are handled fairly and without unnecessary delay. If you are unhappy with any aspect of our service, you may submit a complaint through our support channels for review.

Our team will investigate the matter and provide a response within a reasonable timeframe, typically within fourteen days depending on complexity. Where a complaint cannot be resolved directly between us, it may be referred to an independent alternative dispute resolution provider recognised under our licence. We maintain records of complaints to help identify and address recurring issues.

You retain the right to escalate unresolved disputes to the relevant external body. Details of the applicable alternative dispute resolution service are available on request.

13. Intellectual property rights

Under applicable intellectual property law, all content available through our platform, including software, graphics, logos, and game titles, remains our property or that of our licensors. Nothing in these terms transfers ownership of this material to you.

You are granted a limited, non-transferable licence to access and use our platform strictly for personal, non-commercial entertainment purposes. Reproduction, distribution, or modification of any platform content without prior written consent is prohibited. Unauthorised use may result in account termination and potential legal action.

You may continue to enjoy our games and content under this licence for as long as your account remains active and in good standing.

14. Anti-money laundering policy

We maintain strict anti-money laundering procedures in accordance with our licensing obligations. All transactions are subject to ongoing monitoring designed to detect unusual or suspicious patterns of activity.

Where a transaction raises concern, we may request a source of funds or source of wealth declaration before processing continues. Accounts linked to suspected money laundering or terrorist financing activity will be suspended, and relevant authorities notified where legally required. We do not disclose the specific triggers of an investigation to protect the integrity of our monitoring systems.

You are expected to cooperate fully with any request made under this policy. Failure to provide requested information within a reasonable period may result in continued restriction of your account.

15. Voluntary account closure

Account closure exists as a straightforward option for players who no longer wish to use our services. You may request closure at any time by contacting our support team directly.

Once a closure request is received, we will confirm your identity, settle any outstanding balance, and close the account within a short administrative period. Bonus funds linked to incomplete wagering requirements are forfeited upon closure. Reopening a closed account, where permitted, requires a fresh verification process.

You retain full access to withdraw your remaining balance prior to closure being finalised. Closure requests made during an active self-exclusion period are handled under our responsible gambling procedures instead.

16. Governing law and jurisdiction

Your relationship with us is governed by the laws applicable under our operating licence, alongside relevant consumer protections available to players in the United Kingdom. These terms do not exclude any statutory rights you hold under UK law.

Any dispute arising from your use of our platform will first be addressed through our internal complaints procedure before escalation to an appropriate external body. Nothing in this section prevents you from accessing independent advice or regulatory support where required. We aim to resolve disagreements fairly and in accordance with the standards expected of a licensed operator.

You remain entitled to pursue resolution through the channels available to United Kingdom consumers. These terms are intended to complement, not replace, your existing legal protections.

Responsible gambling notice

Our services are intended exclusively for players aged eighteen and over. Gambling should always remain an enjoyable form of entertainment and never a way to resolve financial difficulty. If you feel your gambling is becoming a problem, free and confidential support is available through GamCare and the National Gambling Helpline on 0808 8020 133. We encourage every player to gamble responsibly and to make use of the account tools available within our platform.