LuckyMate customer service runs on three channels: live chat, a contact form on its website and email to [email protected]. Chat keeps the hours set on the Contacts page, read on 5 October 2026, which points you to email or the form at other times. Complaints go to the same desk. Under its terms, LuckyMate has 4 weeks to answer a complaint and 8 to issue a final decision; anything still unresolved after that can be referred to ADR Group.
LuckyMate customer service channels and hours
We haven’t tested LuckyMate support with a player account, so the hours and rules below are taken from LuckyMate’s own pages and the reply times from review sites that tried the chat.
| Channel | Where to find it | Hours | Reply speed |
|---|---|---|---|
| Live chat | Freshchat window on luckymate.co.uk, in a desktop or mobile browser | 8am–11pm Monday to Friday; 10am–10pm Saturday and Sunday | Around 2 minutes when gambling.com and Betting.co.uk tested it |
| [email protected] | Any time; LuckyMate’s suggested route when chat is closed | No reply time published | |
| Contact form | On the Contacts page, below the chat hours | Any time | No reply time published; an agent replies “as soon as possible” |
| Formal complaint | Raised by chat or email | Same as those channels | Response within 4 weeks, final decision within 8 weeks |
Hours from LuckyMate’s Contacts page (read 5 October 2026) and account FAQ (read 2 October 2026); chat reply times as reported by gambling.com and Betting.co.uk.
Live chat
During opening hours, chat gets you to an agent fastest. It runs on Freshchat and opens in a window over the site. The reply time in the table is not our measurement: gambling.com tried the chat at a busy time of day, and Betting.co.uk got a similar result. If the conversation is about money or documents, screenshot the key lines before you close it. They are your record if the issue turns into a complaint later.
Email and the contact form
Outside chat hours, the Contacts page directs people to [email protected] or the form. It promises a reply “as soon as possible” and puts no figure on that in hours or days. Send the email from the address registered on your account, so support can tie the message to you.
The form has fields for your name, username, email, phone number, a subject picked from a drop-down list and your message. The phone field is for your own number.
Two different sets of chat hours
Chat hours appear in two places on LuckyMate’s site, and they don’t match. On the Contacts page it is 8am to 11pm on weekdays and 10am to 10pm at weekends. The account FAQ, as captured on 2 October 2026, says 6am to 11pm Monday to Friday and 8am to 9pm on Saturday and Sunday. We go with the Contacts page, since that is the page meant for reaching support. Neither version names a time zone.
Anything urgent, such as a payment you don’t recognise, is best raised at a time when both versions show chat as open; outside that window, chat may be shut and email is the fallback.
Third-party reviews add more versions. The gambling.com review prints the FAQ hours, WhichBingo gives a third set, and OLBG and Bojoko describe chat that never closes, though OLBG’s own fact table says 8am to midnight. Nothing LuckyMate publishes promises round-the-clock support.
18+ · New customers only · T&Cs apply
Is there a LuckyMate phone number?
No. LuckyMate gives no customer service number anywhere we checked: the Contacts page lists chat, email and the form, and the footer shows only the email address. A few review sites claim otherwise. next.io describes telephone support, and Bojoko names phone as a channel in one passage while saying elsewhere that there isn’t one. PokerListings, WhichBingo, Betiton and BestBettingSites all report no phone line, which matches LuckyMate’s own pages.
Phone comes up once in the User Agreement, in a general line about contacting LuckyMate by chat, phone or email to set limits, with no number attached. If another website or a text message offers a “LuckyMate customer service number”, treat it as unconnected to the operator. Don’t ring it, and don’t hand over your username, card details or ID.
What to have ready before you contact support
Put everything into the first message and support won’t need a second round of questions. Should the issue become a complaint, that first message is what it rests on.
- Your username and the email address registered on the account. The contact form has a field for each.
- The date and time of the problem, and where it happened: casino, live casino or sportsbook.
- For payments: how much, which method, and the payment reference from your banking app. For a card, the last four digits are enough. On bank statements, LuckyMate transactions appear as “Anakatech Interactive”.
- For games and bets: the game name or bet ID, the stake and a screenshot with the time visible.
- For bonuses: the promo code you entered and when.
- For verification: which documents you have already uploaded, and on what date.
- The outcome you want: a payment released, a balance corrected, a written explanation or the account closed.
Leave your password out of every chat and email; the username and the details above are enough.
Which channel for which problem
Each row pairs a common problem with the channel to use and the details support will want.
| Problem | Best channel | What to include |
|---|---|---|
| Bonus spins or free bet missing | Live chat | The code (MATE50 for the casino offer, LM10 for sports), deposit date, payment method, and your Bet Tracker progress or the qualifying bet slip |
| Deposit taken from your bank but not in your balance | Live chat, then email if it isn’t sorted | Date, time, amount, method and the bank’s reference; don’t pay a second time |
| Withdrawal still pending | Live chat; a written complaint if it passes 3 business days after verification | Request date, amount, method and the documents you’ve already sent |
| Documents requested or rejected | Upload through Profile, My Account, Verify Identity or Upload Documents; check with chat which items are still missing | Which document was refused and why; files as JPEG up to 5 MB |
| Locked out or account blocked | Live chat, or email from your registered address | Username and the message on screen; mention whether you sent ID within 30 days of registering |
| LuckyMate has restricted or closed the account | Email, so you have the reason in writing | Ask for the reason and the rule relied on; complain if you disagree |
| Limits, time-out or self-exclusion | Live chat or email; a session time limit is set through support | The limit or period you want, and whether self-exclusion should cover LuckyMate alone or every Anakatech Interactive brand |
| Bet settled wrongly or a game round looks wrong | Live chat, then email | Bet ID or game name, time, stake and a screenshot |
| A message or website asking for your login | Email to [email protected] | The sender, the link or number used, and whether you entered any details |
When spins go missing, the cause often lies in the claim steps: a code typed after paying, a payment method that doesn’t qualify, or slot bets not finished within 7 days. Before you chase a pending withdrawal, check its date against the cash-out policy’s limit of 3 business days, a clock that only starts once the account is verified. Proof of address can be no older than 3 months, and our verification page walks through document upload step by step.
Our safer gambling guide covers how self-exclusion requests, time-outs and limits work at LuckyMate. If gambling is the reason you want to leave, ask for self-exclusion instead of simply closing the account. LuckyMate’s account FAQ describes how a closed account can be reopened by email or chat; a self-exclusion runs for its full term.
How to complain to LuckyMate
LuckyMate’s User Agreement has a Complaints and Disputes section with a timetable attached, so make it clear that you are using it. Email suits this better than chat, because you keep a dated copy on your side.
- Put it to support in writing. By chat or email, say that this is a formal complaint and ask them to log it. Note the date and any reference you receive.
- Wait for the response. Under the terms, a reply is due within 4 weeks.
- Get the final decision in writing. It should arrive within 8 weeks. If LuckyMate says no, ask which term the refusal rests on.
- Take it to ADR Group if it stays unresolved. ADR Group, the alternative dispute resolution service named in LuckyMate’s terms, is independent of the operator. Go to it once you have the final decision and still disagree, or if 8 weeks go by with no decision.
- Know what the Gambling Commission can do. Settling individual disputes is not its job. If you think the operator has broken its licence conditions, though, you can report that.
On the public register, the Commission’s entry for Anakatech Interactive Limited lists account 48789 and no regulatory action against it. The same entry tells customers in dispute with a gambling business to complain to that business first, and the Gambling Commission’s complaints guidance explains the rest of the process.
A short complaint template
Paste it into an email to [email protected] and fill in the parts in brackets.
Subject: Formal complaint, account (your username)
I am making a formal complaint and ask that it is logged under your complaints procedure.
Account: username (your username), registered email (your email).
What happened: On (date) at (time) I (deposited, requested a withdrawal of, or placed a bet of) £(amount) by (payment method). (Two or three sentences on what went wrong.)
What I have done so far: I contacted live chat on (date) and uploaded (documents) on (date).
What I am asking for: (the payment, a corrected balance, or a written explanation with the term you relied on).
Please confirm you have received this complaint. I understand that if it is not resolved, I can refer it to ADR Group.
Where LuckyMate support falls short
In our scoring, support is among LuckyMate’s weaker areas: 4.3 out of 5, against 4.5 overall. These points pull it down:
- Chat closes at night. A problem that comes up late has to go by email until chat reopens the next morning.
- Conflicting hours. The Contacts page and the account FAQ give different times, with no time zone on either.
- No email turnaround. “As soon as possible” is the only commitment for email and the form.
On the plus side, chat answered quickly when two review sites tested it, and complaints follow a set timetable that ends with an independent dispute service. Among LuckyMate complaints on Trustpilot, support comes up less often than games and bonus spins. The licence, games and payments are summarised together in LuckyMate casino at a glance.
Help outside LuckyMate
If gambling itself has become the problem, these services are free and confidential:
- National Gambling Helpline (England and Scotland): 0808 8020 133, open 24/7, run by GamCare, which also offers online chat.
- Wales: 0808 2819 265, open 24/7.
- Northern Ireland: Dunlewey’s problem gambling helpline on 08000 886 725.
- GAMSTOP: one registration blocks every online gambling business licensed in Great Britain, LuckyMate included.
- Money worries: StepChange on 0800 138 1111 or National Debtline on 0808 808 4000.
This guide is run separately from LuckyMate. We can’t see accounts, move money or pass messages to the operator, so questions about your account belong with LuckyMate support. If something on our pages is wrong or out of date, contact this site instead.
LuckyMate customer service FAQ
Does LuckyMate have a customer service phone number?
No. LuckyMate publishes no phone number, and support works through live chat, email to [email protected] and the contact form. Any number offered as LuckyMate support on another website or in a message did not come from the operator.
Is LuckyMate live chat open 24/7?
No. The Contacts page gives 8am to 11pm Monday to Friday and 10am to 10pm on Saturday and Sunday; the account FAQ has 6am to 11pm and 8am to 9pm. When chat is closed, use email or the contact form.
How fast does LuckyMate customer service reply?
When gambling.com and Betting.co.uk tried live chat, an agent answered in about two minutes. For email and the form, LuckyMate sets no reply time and says only that an agent will respond as soon as possible.
How do I make a complaint to LuckyMate?
Tell support, over live chat or by email, that it is a formal complaint, and include your username, the dates, the amounts and the outcome you want. The terms allow LuckyMate 4 weeks for a first response and 8 weeks to reach a final decision. A complaint still open after that can be taken to ADR Group.
Can the Gambling Commission sort out my dispute with LuckyMate?
No. The Commission doesn’t settle individual disputes, so complain to LuckyMate first and go to ADR Group if the answer doesn’t satisfy you. What the register does confirm is that Anakatech Interactive Limited, the company behind LuckyMate, is licensed under account 48789.
Can LuckyMate support self-exclude me or close my account?
Send the request by live chat or email. Self-exclusion lasts from 6 months to 5 years and covers either LuckyMate alone or every Anakatech Interactive brand. If you are leaving because of gambling, choose self-exclusion over a closure: according to LuckyMate’s account FAQ, a closed account can be reopened by email or chat.