CONTACT SUPPORT

Account Verification (KYC) Help

If you are contacting us about the status of your account verification, please ensure you have checked your email (including spam folders) for updates. Verification is required before any prize redemption can be processed.

Common Verification Issues:

• Blurry Images: Ensure your ID and proof of address are clear, in color, and show all four corners of the document.
• Mismatched Information: The name and address on your documents must match the information on your LuckyLand Slots account exactly.
• Expired Documents: We cannot accept expired Driver's Licenses or Passports. Proof of address documents must be dated within the last 90 days.

If you need to upload new documents, please log in and navigate to the "Verification" section in the account menu.

Prize Redemption Troubleshooting

Redeeming your Sweeps Coins winnings is exciting! If you are experiencing delays or issues, please review the following:

• Minimum Balance: You must have a minimum of SC 50 to request a cash prize redemption to your bank account. For Gift Cards, the minimum is typically lower.
• Playthrough Requirement: All Sweeps Coins must be played through at least once (1x) before they can be redeemed. Bonus SC cannot be withdrawn immediately.
• Processing Times: Standard bank transfers (EFT) take 3-5 business days to appear in your account after approval. If it has been less than 5 business days since your approval email, please wait a little longer before contacting support.
• Bank Details: Ensure your bank account details are correct. Incorrect routing numbers are a common cause of failed redemptions.

Gold Coin Purchase Issues

If your purchase of Gold Coins was declined or did not reflect in your account:

• Declined Transactions: Check with your bank to ensure they allow online gaming or international transactions. Sometimes a quick call to your bank can resolve this.
• Pending Transactions: If you were charged but did not receive your coins, please wait 15 minutes and refresh your game. If the coins still do not appear, contact support with your Transaction ID and a screenshot of the receipt.
• Payment Methods: We accept Visa, Mastercard, American Express, Discover, Skrill, and Online Banking (Trustly). Prepaid cards may not always be supported.

Technical & Gameplay Issues

Experiencing lag, freezing, or error messages? Try these technical troubleshooting steps:

• Clear Cache: Clearing your browser's cache and cookies is the number one fix for loading issues.
• Update Browser: Ensure you are using the latest version of Google Chrome (recommended) or Safari.
• Check Connection: A stable internet connection is required. If playing on mobile data, try switching to Wi-Fi.
• Android App: If you are on an Android device, download our official app for the smoothest experience. The download link is available on our homepage.

Responsible Gaming Support

We are committed to providing a safe environment for our players. If you feel you are spending too much time or money, we offer several tools to help:

• Purchase Limits: Set daily, weekly, or monthly limits on Gold Coin purchases.
• Time-Out: Take a short break from your account (1 day to 30 days).
• Self-Exclusion: Permanently close your account if you wish to stop playing entirely.

To activate any of these tools, please contact support or visit our Responsible Gaming page.