Complaints Procedure
How to raise a complaint and our resolution process
If you're unhappy with any aspect of our service, please contact us using one of these methods:
Email (Preferred)
complaints@luckycoast.comPlease include your name, contact details, and a full description of your complaint.
Post
Complaints Department
Lucky Coast Ltd
123 Example Street
London, SW1A 1AA
Step 1: Acknowledgement (Within 2 Days)
We'll acknowledge receipt of your complaint within 2 business days and provide a reference number.
Step 2: Investigation (Within 7 Days)
We'll thoroughly investigate your complaint, reviewing all relevant information and records. We may contact you for additional details.
Step 3: Resolution (Within 14 Days)
We'll provide a full response explaining our findings and any action we'll take. In complex cases, this may take up to 28 days.
If we cannot resolve your complaint within 8 weeks, we'll explain why and inform you of your right to escalate to alternative dispute resolution.
If you're not satisfied with our response, or if we haven't resolved your complaint within 8 weeks, you can escalate to:
Independent Betting Adjudication Service (IBAS)
IBAS provides free, independent adjudication for disputes between gambling operators and their customers.
Website: www.ibas-uk.com
Email: adjudication@ibas-uk.com
Address: IBAS, PO Box 62639, London, EC3P 3AS
UK Gambling Commission
You can also contact the UK Gambling Commission if you believe we've breached our license conditions.
Website: www.gamblingcommission.gov.uk
Phone: 0121 230 6666
We maintain detailed records of all complaints for regulatory compliance. Your complaint data is processed in accordance with our Privacy Policy and UK GDPR.