LuckyMate privacy principles
We approach privacy as part of a clear player relationship. When you use LuckyMate, account information and the details connected with a request help us understand the service you are using. Our aim is to keep communication practical, explain why a player may contact us, and give players a route for raising a privacy question.
We describe casino games, sports betting, payment methods and offers in separate parts of our service. That separation helps a player frame a question precisely: a payment question differs from an account-access issue, and an offer question differs from a request about safer-play controls.
Your choices and requests
Asking a privacy question
We welcome a focused privacy request through our support routes. Explain the question in plain language and identify the account context needed for us to understand it. We use the request to direct the conversation to the appropriate team.
Keeping messages focused
We ask players to avoid including passwords or complete payment credentials in a message. A concise description of the concern gives our team useful context without placing unnecessary sensitive information in the conversation.
Controlling your account experience
Our responsible-gaming materials describe deposit limits, session reminders, time-outs and self-exclusion. These controls help a player shape their own experience and create a clear point for a related account question.
Information connected with our service
| Information type | Why it matters | Player context |
|---|---|---|
| Account details | Helps identify an account question | Access or support request |
| Payment question details | Helps distinguish a method or withdrawal query | Card, e-wallet or bank-transfer context |
| Support message content | Helps us understand the issue raised | Offer, game or account query |
We keep the purpose of a message tied to the question a player brings to us. For example, a question about the welcome offer can identify whether it concerns the £10 trigger, the 50 spins, the seven-day period, 1x wagering or the £100 maximum cashout. A payment question can identify the named method without turning the message into a collection of unrelated account details.
How we use clear information
Account support
We use account context to understand whether a player needs help with access, a payment, a withdrawal or a bonus. Clear context means our team can respond to the subject rather than guess at it.
Player communications
We use a contact message to continue the conversation the player has started. Our live chat is available from 6am to 11pm Monday to Friday and 8am to 9pm at weekends, while email offers a route for a fuller written question.
Safer-play context
We keep safer-play conversations distinct from game or promotion questions. Deposit limits, session reminders, time-outs and self-exclusion each give a player a different way to set a boundary, and a support request can name the control that matters.
A careful approach to security
Private credentials
We ask players not to send passwords or complete payment credentials in support messages. Keeping those details private is an everyday part of account care.
Focused support
We encourage a message that states the issue, the relevant account context and the requested outcome. This approach gives us enough information to understand the question without asking a player to disclose unrelated details.
Ongoing clarity
We review our privacy wording when our practices need clearer explanation. Players can use our support routes for a privacy question or a correction to the information connected with their account.
Last updated: 30 October 2026