If something has gone wrong, or you simply need a straight answer, this page explains how to reach us and what to expect when you do.

Who handles your message and what they can do

Every message you send goes to a member of our support team — people authorised to look into account matters, payment queries, bonus conditions, and technical issues. They can action things directly: adjusting an account, escalating a withdrawal query, or confirming whether a specific game counts towards a playthrough requirement. You are not writing into a void, and you will not be passed between departments for a standard query.

If your situation involves a formal complaint — meaning you feel a decision was unfair or that your account has been handled incorrectly — that is treated separately from a routine support message. A formal complaint is logged, reviewed at a senior level, and responded to with a written outcome. If you remain dissatisfied after that process, you have the right to take the matter to the relevant regulatory body under our licence with the Anjouan Gaming Authority. We will provide the details you need at that stage.

Responsible gambling requests are handled as a priority

If you want to set a deposit limit, take a cooling-off break, or request a self-exclusion, please make that clear in your message and use the subject line or opening sentence to flag it. These requests are not queued alongside general enquiries — they are treated as priority matters. We will confirm receipt and action as quickly as the process allows. If you are in immediate distress, please contact a responsible gambling support organisation directly; their lines are open independently of us.

To help us resolve your query in a single exchange rather than a back-and-forth, include your registered username or email address, the date of any transaction you are querying, the payment method involved, and a clear description of what happened. The more specific you are, the less time we spend asking follow-up questions.

One thing we want to be clear about: we will never ask you for your password, your full card number, or your PIN — not by email, not through any chat channel, not ever. If you receive a message claiming to be from TiffanyLuck and asking for that kind of information, do not respond to it and let us know immediately. Protecting your account security is a shared responsibility, and we take our side of that seriously.

You will find our available contact channels — including how to reach us in writing — displayed elsewhere on this page. We look forward to helping you.