If something didn’t go as expected, we’re here to help you resolve your concerns quickly and efficiently. Follow the steps below to file a complaint.
1. Contact LuckyCasino
You can submit your complaint to us via:
Live Chat: Available 24/7 on our website
Email: [email protected]
Once we receive your complaint, we will:
Investigate it thoroughly
Provide a final response within 10 working days
2. Escalate to iGaming Ontario (iGO) CCDR
If you are not satisfied with our resolution, you can escalate your complaint to the iGaming Ontario Customer Care and Dispute Resolution (“CCDR”). The CCDR handles serious concerns, allegations, or disputes related to an operator’s products, services, or actions.
Role of CCDR:
Reviews player allegations of serious concerns and disputes
Works with both the operator and the player to find appropriate remedies
Important Notes
Please Note: Disputes related to routine transactional issues (e.g. game play, account status, player account management, payment issues, technical issues such as the site being down, games being down for maintenance etc.), are to be resolved directly with LuckyCasino and not to be referred to iGo.
Please Note: Once the complaint is escalated to iGO, all further communication will need to go through them. iGO will then conduct an independent investigation and share their final decision with you.
To contact iGO CCDR and submit your escalation, visit:
https://www.agco.ca/about-agco/contact-us/feedback-and-complaints
We take your feedback seriously and are committed to ensuring a fair and transparent resolution process. If you have any questions at any stage, our support team is available 24/7 to assist you.