Loading.
Loading.
Effective from: 01.01.2026
Last updated: 01.01.2026
At Lucky.fun, we are committed to providing a fair, transparent, and timely process for handling customer complaints. We understand that there may be instances where our products or services do not meet your expectations. When this occurs, we encourage you to contact us immediately so that we can address and resolve your concerns efficiently.
Our Customer Service team is trained to provide professional support and satisfactory outcomes. In cases where your complaint cannot be resolved at the initial stage, it may be escalated to a senior team member for independent review and resolution.
Complaints may be submitted through the following approved channels:
To ensure a swift and accurate resolution, please provide the following when submitting a complaint:
All complaints are logged in our complaints management system and assigned to a designated Customer Service representative within 72 hours of receipt.
The assigned representative will investigate your complaint and aim to provide an initial response within 48 hours, addressing all relevant aspects of the issue.
If you are dissatisfied with the initial resolution, or if the complaint involves complex, high-value, or regulatory-related matters, the issue will be escalated to:
High-value claims, potential regulatory breaches, or litigation-related complaints will be brought to the attention of executive management.
You will be kept informed of progress and timelines throughout the escalation process.
All complaints and related actions are securely documented and retained for a minimum of five (5) years. Records include:
This Complaints Policy is reviewed annually or as required to reflect changes in regulatory obligations, operational procedures, or other relevant factors.
For any questions or further clarification regarding this policy, please contact us at [email protected]