+64 9 921 0334Gaming OGL/2016/4271/365
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Something not adding up

Reach LuckyelF Casino support in the way that suits you

Live chat, e-mail and phone reach a real person at any hour, every day of the year.

Talk to support 18+ only. Withdrawal limit NZ$43,000. Terms apply.
Paid out this week
860,785 NZ$
3,892 Players in the lobby now
LuckyelF Casino N.V. (reg. 278106, Curaçao) holds licence OGL/2016/4271/365 issued by the Gaming Control Board Curaçao, operating since 2016.
Average withdrawal clears in 24 minutes. NZ$22M paid out weekly across 10 supported payment methods including Visa, Skrill, and Apple Pay.
All sessions and transactions run under 256-bit SSL encryption, with independent audits by eCOGRA, GLI, and QUINEL.
You need an answer now

A human answer through the channel you prefer

One look here and you know which channel to open first, and how long it usually takes.

Live chat
Quick questions about a bonus, a game or a spin that would not load are settled fastest in chat, where a person typically replies within four minutes.
Open chat
Your documents need a look
Anything with paperwork attached, such as a card photo or a statement, travels better by e-mail to [email protected], usually answered within four hours.
Write to us
A voice at the other end
When you would rather explain out loud, call +64 9 921 0334 (NZST) and expect to be talking to someone in about three minutes, around the clock.
Call us
Help that lands in your day

New Zealand support details at a glance

After this block you know the local number, the hours and where to turn if play stops being fun.

Reaching out

New Zealand phone+64 9 921 0334
Support time zoneNZST
LanguagesEnglish, German, Finnish, Norwegian
Support e-mail[email protected]

Supervision

Licensed byGaming Control Board Curaçao, OGL/2016/4271/365

Get help

Gambling helpProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, Multi-Venue Exclusion Programme

Before you ask, have these five details ready

Staff at the desk can act straight away when these are in front of you.

  • Your registered e-mail address
  • Your account username or player number
  • The date and NZST time of the issue
  • Transaction reference for any payment question
  • A screenshot of the screen or message
Five addresses, one right one

Department addresses for a faster answer

Useful the moment you are about to write and want your message to land with the right team first time.

Your account

General support and site questions[email protected]
Document verification and KYC checks[email protected]

Money matters

Deposits, withdrawals and payment issues[email protected]

Everything else

Complaints and unresolved disputes[email protected]
Personal data and privacy requests[email protected]
Business and partnership enquiries[email protected]

Reach out to people who do this every day

New Zealanders who find gambling has stopped feeling like a game can turn to services that answer to nobody in the industry. Problem Gambling Foundation of New Zealand, Gambling Helpline New Zealand and the Multi-Venue Exclusion Programme all work independently of LuckyelF Casino.

Problem Gambling Foundation of New Zealand. Counselling and one-to-one support for players and for the family around them, offered without judgement.

Gambling Helpline New Zealand. A confidential line where you can talk things through with a trained person whenever a bet feels hard to walk away from.

Multi-Venue Exclusion Programme. A way to have yourself barred from venues across a region, so a hard moment cannot turn into a habit.

Full story
Seven answers

Check these times before you wait

Read this while you wait, so you know when a person will reach you.

Live chat

Chat hoursAvailable around the clock
Chat first reply4 minutes
Time zoneNZST

E-mail

E-mail address[email protected]
E-mail reply4 hours

Phone

Phone number+64 9 921 0334
Phone wait3 minutes
Escalation route

You get a reference and an outside review

Here for the worry that a complaint disappears into a queue and nothing more happens.

Will anyone actually read this?
Send your complaint to [email protected], describing what happened, the dates and your account e-mail. Never include your password, because no member of staff will ever ask for it.
Still waiting after a day
Within four hours you receive a reference number and a named person who owns the case. That reference stays the same through every later step.
Ask for a senior review
If the reply misses your point, ask your case owner for a review by the senior team. Send the reference again rather than rewriting the whole story.
LuckyelF Casino owes you better
Should the internal route end without a fair answer, you may refer the matter to the Gaming Control Board Curaçao, which licensed LuckyelF Casino in 2016.
Who to trust

Which company runs this casino?

Same approach as everywhere else here: the casino names itself, its licence and its written contact.

Company

Legal nameLuckyelF Casino N.V.
Company number278106 (Curaçao)
AddressSchottegatweg Oost, Willemstad

License

RegulatorGaming Control Board Curaçao
License numberOGL/2016/4271/365

Written contact

E-mail[email protected]
Clear answers fast

Read these before you message us

Straight replies from the LuckyelF team, so you spend less time waiting and more time playing.

trustHow long do you keep my personal data on file?+
You can ask our support team for a copy of your personal data or request its deletion at any time. Use the privacy desk at [email protected] and set out what you want done. Requests are handled under the terms you agreed to when you joined.
trustDo I need a local licence to play from New Zealand?+
We hold a licence issued by the Gaming Control Board Curaçao, numbered OGL/2016/4271/365, under company 278106. You do not need a separate permit to play with us from New Zealand. The licence is what lets us take your bets lawfully.
trustWhat happens when I upload my documents for checking?+
When you send your documents in, verification usually finishes within 4 hours. Our team checks your proof of identity, proof of address and payment card photo in that window. You will hear back once the review is complete.
trustDo I need a reason to shut my account down?+
You do not need to justify the decision to close your account, and there is no penalty for asking. Send the request from your registered email address to [email protected] and the team will action it. Any remaining balance is returned to you.
trustWhat if my problem happens late on a Sunday night?+
Support is available around the clock, so a late-night question or a weekend problem still reaches a real person. The team works to New Zealand time, NZST, and there is no hour when the desk goes quiet.
trustWhere do I find what support needs to confirm my account?+
Where account confirmation is needed, support will ask for your registered email address and a detail such as your date of birth or last deposit. They will never ask for your password. Have your account email to hand so the team can find you quickly.
trustWhen should I take a complaint to the regulator?+
If a reply does not settle things, ask for the matter to be escalated to a supervisor within support first. When that still leaves you unhappy, you can raise it with the Gaming Control Board Curaçao, our regulator. Keep your correspondence so the complaint can be traced.

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