Frequently Asked Questions

We follow only 1 (one) account per user policy. Creating more than one account with iLUCKI to claim any bonuses is deemed as bonus abuse and may result in confiscated funds.

You may change your account details on the Profile Info page. Select the Edit Profile option.

Get in touch with our customer support at support@ilucki.com.

Yes, we do reserve the right to carry out additional verification or the KYC check.

We need to collect these documents in certain cases to prevent fraudulent activities and create a safe and regulated gambling environment on the iLUCKI website.

You can upload your documents straight to your iLUCKI account. Remember that each file cannot exceed 2MB. The accepted file formats are .bmp, .pdf, .gif, .jpeg, .jpg, .png, and .tif. When you are logged in, go to the Documents page to make the uploads.

Documents should be approved as fast as possible. Sometimes this may take up to 24 hours. If you follow the steps above, we probably will not ask you for additional copies and the processing time will be faster.

Yes. We must follow the rules stated by our licensing institution in Curacao. In cases where it is needed, we will reach out to you to ask for more or alternative document copies in order to stay within the law.

You will see the information over the image of the uploaded document.

Get in touch with our customer support at support@ilucki.com

You may find this information on the Profile info section, towards the bottom of the page.

We'd be happy to assist you, just use the Help button to send us a message or get on a live chat.

Please visit the link: Forgot Your Password? and enter your email address. After you enter your email address, please double-check if it is entered correctly. Instructions on how to reset your password will be sent to your email. You also may check your Spam folder in case it went there by mistake. If there is no email in your Spam folder, please contact our support team.

On the Login popup, click the Forgot Your Password link and you will be prompted with further steps. Instructions on how to reset your password will be sent to your email.

We offer a welcome package as well as many other bonuses. Visit our Promotion page to check out our bonuses.

Your welcome bonuses will be automatically assigned to you as soon as you meet deposit requirements.

Different casino games will count differently towards the wagering requirement. To find out more about how wagering counts towards different games, refer to our Bonus Terms and Conditions.

You can cash out your bonus money once you have met the wagering requirement and other necessary requirements.

iLUCKI is a registered brand. It is a licensed and regulated casino operator with 100% fair games. All our games are provided by certified game providers using certified Random Number Generators. The whole portfolio of games is verified by Direx N.V., a company licensed and established under the laws of Curacao.

The iLUCKI casino supports the Provably Fair technology to provide a more favorable gaming experience. It allows a reliable and trustworthy form of gambling and maintains transparency, honesty, and satisfaction. For more information please visit the page Provably Fair.

Yes. You don’t have to spend any real money to try out the games. Here at iLUCKI, we allow you to access free demo modes to familiarise yourself with our vast library of games and discover which one is your favourite.

Players from the following countries are not eligible to win any jackpots from jackpot games offered by NetEnt (such as but not limited to Mega Fortune): Australia, Azerbaijan, China, Denmark, India, Israel, Italy, Japan, Malaysia, Qatar, Russia, Spain, Thailand, Tunisia, Turkey, and Ukraine. The casino will make reasonable efforts to prevent players from these countries reaching the games, but if players from any of the stated countries win the jackpot, the jackpot win will be annulled.

It is not possible. Once the bet has been placed it cannot be changed or cancelled.

You may click on your username on the upper right corner of the screen and select History.

Go to the Bonuses section of your profile. There you can see your active bonus and how much you have left to wager.

Please visit our Bonus Terms and Conditions page to get more detailed information on all the bonuses we offer.

We accept an array of currencies and cryptocurrencies, such as United States dollar (USD), Euro (EUR), Russian ruble (RUB), Norwegian krone (NOK), Canadian dollar (CAD), Australian dollar (AUD), South African Rand (ZAR), Czech koruna (CZK), Polish złoty (PLN), Chinese yuan (CNY), Thai baht (THB), Mexican peso (MXN), Turkish lira (TRY). We also accept the following cryptocurrencies Bitcoin (BTC), Ethereum (ETH), Bitcoin Cash (BCH), Litecoin (LTC), Dogecoin (doge).

You can only cash out via the same way as you deposited. In other words, if you, for example, use Skrill as a deposit method, you have to withdraw with Skrill, and won’t be able to withdraw with Neteller or a card.

You should double-check that your transaction was completed successfully on the blockchain. If this is the case, then just get in touch with us via email at support@ilucki.com, and we will solve the issue as quickly as possible.

We offer a wide selection of payment methods to guarantee a smooth transaction and get you started with your favourite games right away. Go to your dashboard and click the Deposit button. Then a list of available payment methods will appear.

This limit is the amount you can deposit per day, week or month, which you set for yourself. You can decrease your limit at any time. You are free to increase the limit as well, however, the increase will take 7 days to come into effect. Cancelling the deposit limit will take 7 days to process. Once the limit is hit, you will receive an email notification.

Deposits are processed instantly so you can start playing as soon as your funds are shown in your account.

This depends on the currency and chosen payment method. Refer to our Payments page for more information.

This may happen when your transaction does not meet the minimum deposit requirement or you come from any of the restricted countries. Please contact us at support@ilucki.com if you need further assistance.

We offer a wide selection of cash out options to ensure a good withdrawal experience. You may go to your account, select Balances and press the Cashout button. Alternatively, you may visit the Payments page and scroll down to the Withdraw section: Payment Methods. Please be aware that you can only cash out using the same method as you used while depositing. In other words, if you use Skrill as a deposit method, you have to withdraw with Skrill, and won’t be able to withdraw with Neteller, for example, or a card.

We always aim to process withdrawal requests instantly and over 90% happen that way, but that will depend on the method used for a deposit. For processing times, please visit our Payments page.

It could be that your cash out request does not meet the minimum or maximum withdrawal limit. If the limits are met but you still cannot request a cash-out, contact our iLUCKI support team for assistance.

Yes. It varies according to your VIP level. Look through Terms and Conditions to learn more.

Cash-outs are processed almost instantly. The time it takes for the amount to be reflected on your account depends on your payment method. It is better to check for their processing time.

The minimum age is 18. iLUCKI accepts strictly adult players and players who have reached the age specified by the jurisdiction of the player’s place of residence as eligible for online gaming.

Yes.

Create your account using the Login option in the upper right corner of the screen and select Sign Up. You will be prompted for the necessary details to create your free account.

We accept players only from those countries and geographic regions where online gambling is allowed by law. Users from the following countries (“Restricted Countries”) are not allowed to deposit and play real money games: USA and its territories (US), United Kingdom (UK), Spain (ES), France (FR), Netherlands (NL), Netherlands Antilles: Curacao, Bonaire, Aruba, St. Maarten, St. Eustatius, and Saba.

Players from restricted countries will not be able to create an account at the iLUCKI casino and will be able to play demo games only. Our casino cannot guarantee successful processing of withdrawals or refunds if a player breaches this Restricted Countries policy.

Please visit the link Forgot Your Password? and enter your email address. The confirmation will be sent to your email address.

This setting limits the amount you can lose per day, week, or month. The limit becomes effective straight away. You can decrease your limit at any time and it will be effective immediately. You are free to increase the limit as well, however, the increase will take 7 days to become effective. Cancelling the loss limit will take 7 days to process. Once the limit is hit, you will receive an email notification.

This setting controls the amount of money you can wager per day, week, or month. The limit becomes effective straight away. You can decrease your limit at any time. You are free to increase the limit as well, however, the increase will take 7 days to become effective. Cancelling the wager limit will take 7 days to process. Once the limit is hit, you will receive an email notification.

You are able to set a session limit in minutes. This setting controls the continuous period of time you can spend playing a game. You are free to increase the limit as well, however, the increase will take 7 days to become effective. Cancelling the session limit will take 7 days to process. Once the limit is hit, you will be logged out from the system.

Yes, we do. You find it in your personal account.

You can set a cooling-off period for your account for a day, a week, a month, 3 or 6 months. The setting is applied immediately. During the cooling-off period, you will be blocked from depositing to the casino and will be excluded from all promotional offers for the chosen period. Upon expiring, your account will be automatically reactivated and you will receive an email notification. Cancelling the cooling-off period will take 7 days to process.

You can set a self-exclusion period for your player account from 6 months up to 12 months. The setting is applied immediately. During the self-exclusion period, there will be no way for you to get to your account. You cannot edit the self-exclusion period. Please note: make sure to request the cash-out before setting the self-exclusion period. Once your account is locked, you will not be able to request a withdrawal.

Yes, you can. We offer you the option to deactivate your account for a specified period of time. In order to do so or to find out more information, contact us via the email support@ilucki.com or the Contact Form.

Yes, although for security and statistical reasons, iLUCKI.com prefers not to delete your account. However, if our customer for certain reasons demands to close the account, we will be able to make it happen. If you wish to close your account permanently, please contact support@ilucki.com, along with a brief explanation as to why you want to leave the iLUCKI Casino.

By doing this, your account will be closed forever and you will be unable to reopen it again. Please note that you will not be able to open a new account either.

Yes. As soon as you log in, any communication you make between your web browser and the iLUCKI website will be protected by industry-standard encryption technology. This means that all your personal data and any activity you make on the site will be kept completely private.

You can always close those sessions that you are not comfortable with and you feel are unsecured. This can be done towards the bottom of the Profile info page. Just use the Close button of each open session you see.

2FA is a tool to add another layer of security to your account. It's basically a second password which you add after you've logged in to your account for additional verification. It starts by you downloading an app to your phone which generates a 6-digit code every 30 seconds. By having this, it makes it nearly impossible for someone else to access your account, even if they have your password! First, you have to download the Google Authenticator app to your mobile device. After that, log in to your account at iLUCKI, click My Account and then Profile Info. After that, scroll down to the bottom of the page, press Configure Google Authenticator, and scan the QR code displayed from your Google Authenticator app. Add the current code in the provided field to complete the set-up. Next time you log in, do so with your regular username and password. You will thereafter be asked to enter the current code from your Google Authenticator app. After that, you’re ready to play.

We take your security extremely seriously. Our experts have built in various sophisticated measures to prevent theft of funds or sensitive information. In addition to this, we follow all the best practices to keep your coins safe, as outlined below: we store all the cryptocurrencies in cold wallets, which are completely isolated from any online system. Being in cold wallets, they are protected with air-gap isolation. All wallets are encrypted.

Unfortunately, this is not possible. There is no option to edit your username.

This can be done in the Profile info section. Scroll down and press the Change Password button.

No. Unfortunately, it's not possible to change your email address. We suggest it is best to avoid using disposable email addresses for this reason.

Click on your username on the upper right corner and select Balance on the dropdown. You will find the Deposit button on the Balance section. This will allow you to select and add your preferred payment method.

Simply go to your Account page, click the Add Currency button and select the currency you want to add from the dropdown menu. You may add as many currencies as you would like, however, you may only have one active currency at a time.

Just go to your Account page and click the Select link next to the currency you want to have as the active one. You may only have one active currency at a time.

Please use the Manage Subscription button in your profile info. This will allow you to block or allow email notifications. Please be aware that we send promotions through email!

Our website always works and delivers the best performance to players. However, sometimes we face unavoidable consequences and system failures. Anyway, if one or the other happens, we will make sure that our players are informed.

This may happen for several reasons such as internet connection issues and account suspension. Contact us immediately with the details of the game and ideally with a screenshot, and we will assist.

Most of the time, if your game freezes, you can pick up exactly where you left off next time you open the game. If there is no option for you to do this, the round will continue to play out on the server. This will happen even if your computer is frozen or you lose your internet connection. All your winnings will be paid into your account as normal.

In order to play at the iLUCKI casino, you will need to have Java installed on your computer. You can download Java here: https://www.java.com/en/

If neither of these resolves the issue, it can mean you have lost contact with your server. Try logging out and logging back in before you click the link again. Occasionally you may need to shut down your whole browser and reopen it again for the game to load.

If you’ve tried all these and the problem continues to persist, contact our support team.

It can mean that you have lost the connection with the server. Try logging out and logging back in before you click the link again. Occasionally you may need to shut down your browser and reopen it again for the game to load.

If you’ve tried all these options and the problem continues to persist, contact our support team.

We store every single spin you make in our database to help with these problems. If you feel that an error has occurred during your gameplay, please contact our support team.

Remember that the more information you give us, the easier it will be for us to resolve the problem. Try to note down the game name, the amount of time you have played, the stake and details on what has happened. If you can provide a screenshot of the problem, this will also assist us in fixing the problem.

It is always a good idea to stop playing until the issue has been resolved.