If something has gone wrong, you have a question you cannot answer yourself, or you simply need a human to look at your account, this page explains how to reach us and what to expect when you do.

Our support team handles the full range of account matters — verification queries, deposit and withdrawal issues, bonus questions, and technical problems with games. The people who pick up your message are authorised to act on your account directly, not simply to pass information along. If your issue requires a decision, they can make it or escalate it to someone who can.

What to include when you write to us

The single biggest reason a support exchange takes more than one reply is missing information. To help us resolve your issue in one go, please include your registered username or the email address on your account, a clear description of what happened, and — where relevant — the name of the game or the transaction reference you are asking about. If your question concerns a withdrawal, the amount and the method you used will also help us find the right record immediately. You do not need to attach anything unless we ask, but having these details ready before you write will make a real difference to how quickly things move.

Once your message reaches us, it is logged and assigned to a team member. You will receive a confirmation that we have it. From that point, the agent works through the details, checks your account where needed, and comes back to you with either a resolution or a clear explanation of the next step. Nothing sits unanswered — every message goes somewhere and someone is responsible for it.

Responsible gambling requests and formal complaints

If you are writing to set a deposit limit, take a cooling-off break, or request self-exclusion, please say so clearly at the start of your message. These requests are treated differently from standard queries — they are prioritised and acted upon without delay. We will not try to talk you out of any responsible gambling measure, and we will not ask you to wait through a standard queue. If you need to step back from play, tell us and we will make it happen.

A formal complaint is also handled differently from a routine support query. If you feel your issue has not been resolved fairly, you can raise it as a complaint and it will be reviewed at a senior level. Should that review still not satisfy you, you have the right to refer the matter to an independent dispute resolution body. We will provide the relevant details when you reach that stage.

One important note on security: we will never ask you to share your password, your full card number, or any authentication code via email or chat. If anyone contacts you claiming to be from TiffanyLuck and asks for those details, do not respond — contact us through the official channel to report it. Protecting your account is a shared responsibility, and we take our side of it seriously.

To find our contact channels, please see the support section of the site. We are here, we are reachable, and your message will be handled by a real person.