Frequently asked questions at Lucky Hills

Your account and bonus area

We keep bonus activation and progress tools in your account. Open Profile and then Bonuses to see available and active offers. Active casino bonuses are wagered in the order they were activated, and the balance dropdown provides another route to progress information. Bonus history remains available for one month.

Only one account is permitted per household and IP address. Accounts support AUD, CAD, USD, NZD, EUR, BRL and INR, with one currency selected for each account. You must be at least 18 years old. For password recovery, open the login form and select Forgot your password. Check your spam folder if the email does not appear.

Deposits, withdrawals and verification

Use a payment method registered in your own name. Third-party payments are not accepted, including payments from relatives or spouses. The AU payments table lists Visa and Mastercard debit cards, Neosurf, CashtoCode, MiFinity and several cryptocurrencies, but the broader general FAQ list should not be treated as confirmation that every method is available in Australia.

Verification is completed through Profile and Verification. We accept identity documents such as a passport, ID card, residence permit or driver licence, together with a live selfie. The usual review time is 2 to 24 hours, although additional checks can take longer. Withdrawals require the relevant verification and any applicable wagering conditions to be completed.

Support, complaints and player controls

Our support team is available through 24/7 live chat and at [email protected]. You can contact us about account access, a missing deposit, verification or a game that is unavailable in your location. Complaints are free of charge. Our complaints process also names EGIS-FZCO, known as EGIS-ADR, as an independent ADR provider, with free ADR for players at [email protected].

Deposit and loss limits are available in Profile under Limits for daily, weekly or monthly periods. A decrease applies immediately, while an increase or cancellation takes effect within 24 hours after confirmation. A 24-hour cooling-off period blocks deposits and bets but still permits login and withdrawals. Further self-exclusion choices range from one day to an indefinite period.

Browser app and game access

Our Progressive Web App installs directly from a supported browser on a phone, tablet or computer. Android uses Chrome's install option, iOS uses Safari's Add to Home Screen command, Windows uses Chrome's address-bar install icon, and macOS uses Add to Dock in Safari or Chrome.

Game availability can vary by country. If a title does not appear, contact support rather than assuming there is a fault with your device. Our 24/7 support team can also help if you cannot find the installation command for your browser.

Frequently Asked Questions

Open Profile and select Bonuses. Available offers and those already active are shown separately. You can also use the balance dropdown or a bonus card's details view to follow wagering progress.

No. We permit one account per household and IP address. Duplicate accounts may be blocked or closed under our account rules.

The stated review time is 2 to 24 hours. Additional checks can extend that period. You can follow the status in Profile under Verification or ask our support team for assistance.

We support AUD, CAD, USD, NZD, EUR, BRL and INR. Each account uses one selected currency. Contact support before attempting to replace an existing account because you want a different currency.

Use live chat at any time or email [email protected]. Support can help with registration messages, account access, payments, verification, promotions and responsible-gaming controls.

No. Our complaints process is free, and the listed ADR service is also free for players. The independent provider named in our complaints information is EGIS-FZCO, or EGIS-ADR.

Go to Profile and open Limits, then choose a daily, weekly or monthly deposit or loss limit. Reductions apply immediately. Increases and cancellations take effect within 24 hours after you confirm them.

Yes. Open our website in Safari, select Share and choose Add to Home Screen. This installs the Progressive Web App shortcut directly from the browser.