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How to contact Luckywave about a problem

Contact support

Start by using Luckywave’s support route and preparing your account details and a clear description of the problem.

Open the contact page and use the support route shown there. Have your account details and a short, precise explanation ready so your request can be understood without repeated messages.

How to contact Luckywave

The contact page is the starting point for a problem with your account, payments or play. Choose the route provided there, then describe one issue in a focused request.

Keep the message linked to the account affected. If you have more than one problem, explain which one needs attention first and separate the other points clearly.

  1. 1
    Open the contact page.
  2. 2
    Choose the support route shown there.
  3. 3
    Add your account details and problem summary.
  4. 4
    Attach relevant evidence without including unnecessary personal data.
  5. 5
    Save your request and any reply for reference.

What to prepare before contacting support

Prepare the basic details that identify your account and the event that caused the problem. Only include information needed to deal with the request.

  • Your account username or other account identifier.
  • The email address connected to the account, if relevant.
  • The date and approximate time of the problem.
  • The product or account area involved.
  • A clear description of what happened.
  • The result you expected and what happened instead.
  • Any error message shown on screen.
  • Relevant screenshots or transaction records.

Remove passwords, full payment-card details and other sensitive information from screenshots. Keep original records in case support asks you to clarify the sequence of events.

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How to describe a gambling account problem

Start with the outcome you need, then give the events in time order. State when the issue began, what you were doing, and what changed after the problem appeared.

Use exact wording from an error message where possible. Say whether the issue is still happening, whether it affects access or a transaction, and what action you have already taken.

A useful subject line names the issue in a few words, such as “unable to access account” or “payment not showing”. Keep unrelated questions out of the same request so the main problem remains clear.

Common problems and next steps

For an access problem, describe the point where you cannot continue and include the message displayed. Do not send a password or ask another person to use your account.

For a payment problem, record the transaction date, amount and status shown to you, without sending complete card details. If the issue concerns a game, note the game name, the time of the round and what result or screen you saw; you can also use the games page to identify the relevant game.

If the issue involves an account restriction, identity request or safer-gambling setting, explain the action you were trying to take and the message you received. Follow any instructions in the support reply and keep the conversation together.

Where the answer depends on Luckywave’s own support process, use the contact page for the route and instructions. Avoid opening several requests about the same incident, as separate messages can make the timeline harder to follow.

Help with gambling

  • Wales Gambling Helpline (telephone 0808 281 9265)
  • National Gambling Helpline (telephone 0808 8020 133)
  • GambleAware
  • Gamstop (telephone 0800 138 6518)
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Editor: Patrick Rennie

Partner · Editor

Patrick Rennie advises on data protection for gaming and gambling businesses.

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Luckywave contact questions

What is the first step when I have a Luckywave account problem?

Open the contact page and use the support route shown there. Include a concise description and the account details needed to identify the issue.

What details should I include in a contact request?

Include your account identifier, the relevant date and time, the area affected, what happened, and any error message or useful record.

Should I send my password or full card number?

No. Do not include passwords or complete payment-card details in a support request.

How do I explain a payment problem?

Give the transaction date, amount and status shown to you, then explain the result you expected and what happened instead.

What should I include about a game problem?

Name the game, give the time of the round, describe the screen or result, and state the action you took before contacting support.

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