We here at Lucky VIP want you to enjoy your time with us, and as such encourage you to gamble responsibly while on LuckyVIP.com. Please try to establish purchasing, wagering and even loss limits before you begin gaming, and you should never gamble if it interferes with daily responsibilities or in recovery for any dependancy.
LuckyVIP.com support the work of Gamcare, the national resource for gambling related problems, eductional resources and training to ensure gaming remains a positive experience.
Gamcare can be contacted through their website: www.gamcare.org.uk or on 0808 8020 133 (Freephone).
If you feel you have a gambling problem, please ask yourself the following questions, the more you answer yes the more likely it is you have a gambling problem.
Please try to establish purchasing, wagering and even loss limits before you begin gaming, and you should never gamble if it interferes with daily responsibilities or in recovery for any dependancy.
Spending more money and time on gambling than you can afford.
Finding it hard to manage or stop your gambling.
Having arguments with family or friends about money and gambling.
Losing interest in usual activities or hobbies like going out with friends or spending time with family.
Always thinking or talking about gambling.
Lying about your gambling or hiding it from other people.
Chasing losses or gambling to get out of financial trouble.
Gambling until all of your money is gone.
Borrowing money, selling possessions or not paying bills in order to pay for gambling.
Needing to gamble with larger amounts of money or for a longer time to get the same feeling of excitement or buzz.
Neglecting work, school, family, personal needs or household responsibilities because of gambling.
Feeling anxious, worried, guilty, depressed or irritable.
USERNAME & PASSWORD
You must keep your Username and Password confidential and should not disclose these details to anybody. You shall be responsible for all transactions conducted in relation to your Player Account using your Password. Every person who identifies him/herself by entering your correct Username and Password is assumed by us to be you and all transactions where the Username and Password have been entered correctly will be regarded as valid.
Last Login Date
By accessing “My Account” page, customers can view the last time they logged into their accounts. This is an additional security measure.
Take a Break
Players have the option to request to “Take a Break” at any time. Players can contact the Support Team and request to “Take a Break” for the following
- 24 hours
- 48 hours
- 7 days
- 1 month.
Once the “Take a Break” period has lapsed, the Player Account will be re-opened and the player will be sent a notification by e-mail. During a “Take a Break” period, customers cannot re-open their Player Account.
If players would like a longer “Take a Break” period (up to a maximum of 6 weeks), they can contact the Support Team on 0800 901 2512 (Toll Free) or 0203 100 5140 (Landline) or by emailing [email protected].
For customers that wish to restrict their gambling, Lucky VIP offers a self-exclusion facility. On request, Lucky VIP will close any account for a minimum period of 6 months. During an exclusion period, the account cannot be re-opened for any reason. A player can close his/her account at any time by contacting our 24/7 Customer Support team on 0800 901 2512 (Toll Free) or 0203 700 1158 (Landline) or by emailing [email protected] with the player’s username and registered email details of the account which is to be closed. Customers are encouraged to consider extending their self-exclusion to other remote gambling operators currently used by them.
A self-exclusion can be activated immediately without any cooling-off period. However, if a player wishes to consider the self-exclusion further (for example to discuss with problem gambling groups) the player may return at a later date to enter request for a self-exclusion.
Upon self-exclusion all future wagers, Moolahs, bonus funds and entries in any promotions will be forfeited. These will not be reinstated if the account is reopened after the self-exclusion period. All remaining balances provided the terms and conditions are met, less any active bonuses will be transferred to the player bank card, bank account, paid by cheque or transferred to any other payment method which we make available.
Accounts closed as part of our self-exclusion policy cannot be re-opened for any reason until the self-exclusion period has expired. Upon expiry of the self-exclusion period a player may request to re-open a closed account by contacting our 24/7 Customer Support team on free phone on 0800 901 2512 (Toll Free) or 0203 700 1158 (Landline) with the details of the account to be re-opened. When a request to re-open is made, a player will need to wait for a 24 hour cooling off period before that the account can be re-activated.
We will use all reasonable endeavors to ensure compliance with our responsible gaming self-exclusion policy. We will take all reasonable steps to ensure that whilst a player is self-excluded, the player do not receive any marketing material from us. However, we cannot be held liable for any 3rd third party affiliate marketing that a player may receive which remains beyond our control. Also, a player may still receive promotional/marketing material for up to 21 days after account closure if such request for self-exclusion is made after a campaign launch.
A player accepts that we have no responsibility or liability whatsoever if the player continues to deposit and wager using additional not previously disclosed accounts or if the player opens up a new account with substantially the same personal registration information, albeit inputted into the registration form in a different way.
SELF-EXCLUSION - GAMSTOP
If you are considering self-exclusion, you may wish to register with GAMSTOP.
GAMSTOP is a free service that enables you to self-exclude from all online gambling companies licensed in Great Britain.
To find out more and to sign up with GAMSTOP please visit www.gamstop.co.uk
Should players wish to establish deposit limits on their account with site, please contact our Customer Service department who will happily assist with your query. Limits can be set Daily, Weekly or Monthly
At LuckyVIP.com we take underage gambling very seriously and request that if you share a household with minors (under the age of 18) you ensure that they are not able to access the website. To do this, you can use a program such as CYBERsitter or Net Nanny, which can be found at www.cybersitter.com & www.netnanny.com
If you are under 18 years of age you cannot use the Online Casino and/or the Website under any circumstances. We reserve the right to ask you to provide us with additional details & documentation for proof of age to further check if the information provided is legitimate. Any such additional information will be kept confidential.
COMPLAINTS AND DISPUTES
If you are unhappy about any aspect of our services, we encourage you to raise a complaint as soon as possible and ,in any event, within six months of the date of the incident.
For more information on the Complaints and Disputes procedure, please visit our dedicated page: https://www.luckyvip.com/complaints-and-disputes/
CUSTOMER DUE DILIGENCE
What is Customer Due Diligence?
Customer Due Diligence, also known as CDD, is the process through which organisations collect certain facts about a customer (“Know Your Customer”) to limit its exposure to a range of risks, such as identity fraud and money laundering.
Why am I being asked for CDD documents?
At LuckyVIP.com, we take CDD very seriously. It is part of our licence conditions with the UK Gambling Commission, and important for protecting our business and our players so that gaming remains a fair, fun, safe past-time for everyone.
For CDD we reserve the right to ask you for proof of Name, Address, and Source of Funds. Being asked for CDD documents is nothing to worry about, it simply helps us verify who you are so you can get on with the more exciting business of playing and winning!
Which documents do you accept for CDD checks?
The documents we accept depends on the nature of the info we have requested from you.
If we have asked you to confirm your NAME we accept:
Photo Driver’s Licence
If we have asked you to confirm your ADDRESS we accept:
A recent bank statement or utility bill (less than 3 months old) that shows your name and full address
If we have asked you to confirm your SOURCE OF FUNDS we accept:
A recent bank statement (less than 3 months old)
A recent payslip (less than 3 months old)
Where/how do I send my documents securely?
You can simply scan/photograph your documents and email them to us at:
Please note: we accept scanned copies of documents but reserve the right to request originals in some circumstances. Thank you.
What will happen to the information I give you?
Rest assured that all information you provide to us will remain 100% confidential and treated in accordance with the Data Protection Act 1998.
What happens if I do not provide you with the CDD info that you have requested?
Please be aware that if you do not provide us with requested CDD info, we may have to place some restrictions on your account in line with UK Gambling Regulations. We do not want this to happen – we want you to be able to have the fullest experience possible at LuckyVIP.com - so we thank you for your understanding and look forward to receiving your documents.
I’d like to know more about CDD, where can I see it?
You can find more information about the Customer Due Diligence process at http://www.gamblingcommission.gov.uk/Home.aspx