LuckyBull

1. Login to your account
2. Click on your username (on desktop) or the player avatar (on mobile) in the top-right corner of the page
3. Click on the tab called "Account"

How can I change my password?

1. Login to your account
2. Click on your username (on desktop) or the player avatar (on mobile) in the top-right corner of the page
3. Click on the tab called "Account"
4. Click on "Change Password"
5. Type your desired new password into the Password Change field
6. Re-type your new password into the Password Confirm field
7. Hit “Save” and you’re done!

How can I change my residential address?

1. Login to your account
2. Click on your username (on desktop) or the player avatar (on mobile) in the top-right corner of the page
3. Click on the tab called "Account"
4. Click on "Edit Details" (you should be in this tab by default)
5. Click on the field(s) you want to change and type in the new information
6. Scroll to the bottom of the page and hit “Save”

How can I change my email address?

Give us a shout via live chat, or by sending an email to [email protected], and our team will sort this out for you!

What if I’ve forgotten my password?

All good! To create a new password, just follow these simple steps, and you’ll be back up and running in no time!

1. Click on the link underneath the Login and Register buttons which says “Forgot your password? Click here.”
2. When prompted, enter your username or email address.
3. You’ll then receive an email with further instructions.

You can also create a new password by getting in touch with our support team.

What if I’ve forgotten my username or sign-up email address?

If you can’t remember your username, the easiest way to retrieve it is simply to check your inbox! At the bottom of every email that we send you, we always include your username, so you can copy it from there and go ahead and log in normally.

If you can’t remember the email address you signed up with, simply contact support via live chat or email, and they will be able to help you reaccess your account in no time!

Is it safe for me to send documents?

It is completely safe to send documents by uploading them in your account or simply sending them over email address [email protected], We are licensed and we protect our player's personal details so you don't need to worry about anything.

Are there separate wallets for casinos and sportsbooks?

Yes but if you wish to transfer the money between them It is possible unless you have an active bonus.

Can I have more than one account?

As stated in our terms and conditions, only one account can be created per person, family, household, IP address and email address. Regulations aside, keep in mind that the more active your account is, the more rewards you will receive. In other words, if you split your activity over multiple accounts, you will be missing out on all the benefits you would otherwise be eligible for.

Who can open an account?

To have an account with us, you need to meet the following criteria :

- You must be at least 18 years of age regardless of your location
- You are of legal age in your country of registration
- Use of the Online Casino is void wherever prohibited by any applicable law in a certain jurisdiction
- You accept that it is your sole responsibility for determining whether your use of the Online Casino is legal in the country where you live and/or use the services.

How can I get in touch with you?

To talk to us, feel free to choose from one of the following options:

- live chat (available every day from 08:00 to 00:00 CET/CEST)
- email : [email protected]
- Fill out the following form

How do I change my communication preferences?

You can tell us how you’d like us to get in touch with you, and whether or not you’d like us to send you Promotional Offers, by changing your communication settings. To do so:

1. Login to your account
2. Click on your username (on desktop) or the player avatar (on mobile) in the top-right corner of the page
3. Click on the tab called "Account"
4. Click on "Change Password"
5. Scroll down to the bottom of the page to the section titled “I would like to subscribe to”
6. Move the sliders to enable or disable the available options
7. Hit the “Save” button at the bottom of the page

What happens to my personal information?

Most of the data that we keep in storage is encrypted to add an extra layer of security. Your personal information is never shared with any third-party, and is kept on the servers solely for our use and yours.

How are you licensed and regulated?

We are licensed under the Malta Gaming Authority, specifically license MGA/B2C/340/2016. All of our game providers have accredited RNG certificates.

All of our casino games, as well as the software that runs them, are regularly checked and tested by accredited third-party authorities. Amongst other things, they inspect things like the Random Number Generator, which ensures that game results are always fair and compliant with regulations.

I’ve received a suspicious-looking email or SMS claiming to be from you… what do I do?

If you’ve received an email/SMS that appears to have come from us, and it’s asking for your account information, you can rest assured that it’s a scam. The only time we’ll ask you for your login information or any other personal or account related information is to verify your identity when you get in touch with us.

If you do receive a suspicious email, we ask you to follow these guidelines :

- Do not reply to the email/SMS
- Do not open any attachments or click on any links contained within the email/SMS
- Forward emails to [email protected] for us to investigate and take any further action that is required

Do I need to get my account verified?

Before you make your first withdrawal, we might ask you to verify your account with us.

What documents do you need for verification purposes?

You can choose to get your account verified at any point, by going to the “Account Verification” tab in the ‘My Account’ section. There, you will find a form detailing all the documents required, with guidelines and upload areas for each individual document, in accordance with our KYC guidelines. Alternatively, if we need to get your account verified at any point, we’ll get in touch with further guidelines on how to do so.

Identification document

Preferably valid driver’s license, My Number card or passport. (For driver’s license and My Number card, front and back of document is required)

Bank statement

Recent (not older than 2 months) bank statement visibly displaying name, bank account number and date of issue. All information has to be on one page. Document can be a screenshot or PDF file or picture from paper version.

Address verification

Document must be issued within the last 2 months and has to visibly show name, address, and issue date. Any water or electricity bill, tax payment, phone bill, insurance bill, payslip, etc can be accepted as a utility bill.

Can I set limits on my account?

Sure, just head over to the protection settings page. There, you can set limits on how much money you would like to deposit and how much money you wager before your account is limited. You can also set up your own loss limits (how much money you can lose before your account is frozen), and time limitations for your playing sessions. Note that for every setting, there is a minimum time period that has to elapse before that particular setting can be changed again (you will find the specific timeframe written underneath each option).

1. Login to your account 2. Click on your username (on desktop) or the player avatar (on mobile) in the top-right corner of the page 3. Click on the tab called "Account" 4. Click on "Protection Settings"

I want to exclude myself from my account… how can I do this?

LuckyBull is committed to making the gaming experience both a fun as well as a safe one for all players. For this reason, we have set up a Responsible Gambling page where you can fill out a self-exclusion form and stop yourself from accessing your own account for a particular period of time. You can also take a responsible gambling survey, and read more about our Responsible Gaming Policy.

How can I make a deposit?

Easy! Just follow these steps and you’ll be ready to go:

1. Login to your account
2. Click on the yellow deposit button (top-right on desktop, bottom-right on mobile) and you’ll be taken to the cashier where you can make your deposit

What payment methods can I use to make a deposit?

The payment methods available to you will depend on your country or jurisdiction. When you click on the deposit button (top-right corner on desktop and bottom-right on mobile), you will be taken to the cashier. There, you’ll be able to see all available deposit methods that you can use to make your deposits.
For a full list of the fast and secure payment methods accepted at LuckyBull, you can visit our "Payments" page.

Is there a minimum deposit amount?

The minimum deposit for LuckyBull is €10 for all payment methods if done in Euros, or the equivalent amount in your currency.

Is there a maximum deposit amount?

The maximum deposit per single transaction at LuckyBull is €10,000 for all payment methods or the equivalent amount in your currency.

What currency can I make a deposit in?

At LuckyBull, we currently offer cashier services in the following currencies:

EUR, CAD, NOK, RUB, USD, INR, JPY, NZD and ZAR

I’m having trouble making a deposit… what do I do?

Not to worry, simply get in touch with our Support Team via Live Chat, Form or email, and we’ll help you out.

What alternate payment providers can I use to make a deposit?

LuckyBull supports a variety of accessible payment methods that are among the best. Currently, a deposit can be made through the use of payment cards such as Visa and Mastercard. Alternatively, deposits may be made by bank transfer or through payment service providers such as Skrill, Neteller, Sofort, Euteller, Trustly, Bancontact, Paysafe, AstropayCard, E-Cash2Code, Ecopayz, iDebit, Instadebit, MuchBetter, Neosurf, NetBanking, Rupee Pay, Siirto, Dimoco, UPI, Coinify, VenusPoint, Callpay-Easywire, Cashlib, Funanga, Rapid Transfer (By Skrill), and Zimpler. Certain payment providers may not be available in your jurisdiction.

How do I make a withdrawal?

1. Login to your account
2. Click on your username (on desktop) or the player avatar (on mobile) in the top-right corner of the page
3. Click on the tab called "Wallet"
4. (If you’ve already made a withdrawal from your account, skip to step 5). If this is your first time making a withdrawal, you will be asked to verify your account through our KYC process. Once you have verified your account, you can continue with step 5
5. You request your withdrawal at the Cashier and type in your bank details, after which your withdrawal will be processed

How long will it take to receive my withdrawal?

All withdrawal requests are processed within approximately 12 hours. If this is your first withdrawal, the process may take a little longer due to verification reasons. Once approved, funds will be credited within 2 business days.

Can my withdrawal be reversed?

Withdrawals remain pending for maximum 12 hours after being requested (you can check this in your account history… pending withdrawals will show up with the number code "2"). You can reverse a withdrawal within this 12-hour timeframe, after which the money will be returned to your wallet.

How can I check my withdrawal status?

If you have made a withdrawal request, you can check its progress by going to your Account History. The following number codes indicate the status of your request:

‘1’ - This means that your request has been approved and the money has been sent to your bank account
‘2’ - This means that your withdrawal request is pending. You can still cancel and reverse your withdrawal within this timeframe
‘3’ - This means that your withdrawal has either been cancelled or declined, and that the money has been returned to your wallet

Is there a minimum withdrawal amount?

The minimum withdrawal amount for LuckyBull is €20 from your Cash balance. This applies to all payment methods.

Which payment methods can I select to withdraw my winnings?

At LuckyBull, we offer a variety of payment banking options (these are dependent on your jurisdiction) you can choose from. As per AML regulations, a player’s first withdrawal might need to be sent to their bank account as part of the verification process, Once done, other methods in accordance with your deposit of choice, such as e-wallets (Skrill, Neteller, MuchBetter, and Ecopayz) could be noted as preferred. If a player wants to have his/her winnings sent to an e-wallet account, the same e-wallet has to have been used as a deposit method prior to withdrawal. Direct banking such as iDebit, Trustly, and Instadebit (if available in your jurisdiction) are also available directly to your cashier. We are constantly making our services more and more accessible. For any inquiries you may have with regards to the above, please contact our Customer Support Team. For a detailed list of payout methods, please click on our “Payments” page. It is imperative that all your bank details are accurate and up-to-date when requesting a payout as this is part of our KYC withdrawal process.

Why do I need to send my bank statement if I don't deposit or withdraw it?

As we are governed by MGA and we need to follow strict rules, a document proving ownership of a bank account is needed. You don't need to make a deposit or withdraw by the bank transfer ever. This document is only required for legal purposes.

Can I withdraw my money that I deposit for receiving a bonus?

Players who deposited but did not place any bets, or only made a deposit to receive free spins, cannot withdraw any money from their casino account. A player always needs to have placed at least his deposit amount in bets before he or she is able to withdraw the money.More details can be found in the Anti-Money Laundering Agreement on the Terms of Use page.

Can I forfeit or cancel my bonus?

At any point, players have the option to forfeit or cancel their bonus amount and proceed to withdraw any remaining balance originating from their real money funds. It is important for players to be fully aware that any potential loss incurred during this process will be determined by the sum accumulated while the bonus was active.

Vega Wallet

Screen where deposits to Condor Gaming can be confirmed. Account information (name and account ID) must be displayed on the same screen. This document can be provided in PDF format or as a screenshot.

Ecopayz

The screen on which deposits to this website can be confirmed. Account information (name and account ID) must appear on the same screen. This document can be provided in PDF format or as a screenshot. See photos below.

Do you offer a Welcome Bonus to new players?

To say “thank you for joining us”, we will give you a Welcome Bonus on your first deposit, which you can choose to receive either on Casino or Sportsbook, as follows:

Casino (100% up to €888) Sportsbook (100% up to €100)

To activate the Bonus, first choose either the Casino or Sports wallet from the cashier, then select the bonus from the drop-down menu that’s presented. If you forget this step, just get in touch with our Support Team after you deposit and we’ll activate it for you manually.

For more detailed information about the Welcome Bonus (as well as other bonuses on offer), you can read our bonuses terms and conditions.

What if I don’t want a Welcome Bonus?

If you don’t wish to receive a Welcome Bonus, simply select the “I do not want a Bonus” option from the dropdown menu while placing your first deposit.

Can I get both casino and sports welcome bonuses?

The Welcome Bonus can be used once for both in the Casino and Sports. Please select either the Casino or Sportsbook and select from the Bonus Selection box in the cashier, then make your deposit and it will be reflected in your Wallet.

Do you offer bonuses to existing players?

We absolutely do! Both new and existing players at LuckyBull are showered with a meteoric daily rise of online bonuses and tailored offers. Visit our Promotions page to get a glimpse of what awaits you daily! To stay in the loop, checkmark the relevant communication box in your account settings.

Are there any general bonus exclusions?

Players from following countries are excluded from all and any free bonus offers, welcome bonus, no-deposit free spins that are offered with games and bonuses, free bonus-money, and all and any affiliate(s) related bonus and free spins offer:

Bulgaria, countries outside the European Union, Czech Republic, Croatia, Estonia, Hungary, Georgia, Italy, Latvia, Lithuania, Moldova, Pakistan, Poland, Romania, Russia, Slovakia, Spain, Turkiye and Ukraine.

This exclusion is valid for those players who have never made a deposit, or did not make a deposit in the last 30 days. If a group of games is not available to you, LuckyBull may decide at its own discretion to exchange any free spins offered with another game.

How can I select and activate the bonus I would like to use?

At LuckyBull, online bonuses are available on a daily basis and can be selected from the dropdown menu in the deposit window where the currently available deposit bonuses are. If you cannot claim the bonus that means either your deposit does not meet the minimum amount needed for that particular promotion/offer, or it may be subject to a certain order, for example, 1st deposit 20% and 2nd deposit 40%, or you still have pending bonuses that have yet to be claimed. You can only redeem 1 bonus at a time. If you have any issues with the activation of any bonus, contact our support team and they will be happy to help.

My bonus has not been added to my deposit! Help?

If there was a bonus available you could have selected this bonus while making your deposit on the Cashier page, and activated it via the checkbox next to the desired bonus. In case you have forgotten to activate a bonus, don’t worry, we will make it available to you on your next deposit!

How do I receive my registration bonus?

Once you have registered and authenticated and accessed our site, you will automatically receive a bonus popup from which you can choose to receive your bonus. You can choose to receive the bonus later or not.

How can I check my wagering progress for an offer/bonus?

1. Login to your account
2. Click on your username (on desktop) or the player avatar (on mobile) in the top-right corner of the page
3. Click on the tab called "Wallet"
4. Go to ‘Withdraw’
5. The wagering percentage that’s been completed will be shown, as well as the cash amount that’s available for withdrawal

How does wagering works?

It is important for every player to know that only online slots, Keno, Bingo, and Scratch Cards reduce your wagering requirement 1 on 1 with each round you play.

That means that your WR drops by 100% of the value of the bet placed. The WR reduces for different games and is as follows: Video Poker 15%, Roulette Live and Table Games 10%, and all other games 20% So for example if you place a bet of €10 playing Roulette, your minimum bet is only reduced by €1 to €5999, whereas if you place a bet of €10 on an online slot game it will reduce to €5990.

How can I fulfill the wagering requirements for an online casino and sportsbook bonus?

For every bet placed on the game of your choice, the Wagering Requirement (WR) is reduced. For example, the regular 100% Welcome Bonus amount and the deposit would have to be wagered 30x. The minimum bet requirement for a casino bonus that is lower than 100% or in excess of 100% is 60x the bonus amount. So, if you claim this bonus by depositing 100 EUR, the total wager amount would be 6000 EUR. Should the sportsbook Welcome bonus be selected, the minimum wager requirement would be 16x the bonus and deposit amount. For example, if you deposit €100 and receive a 100% Welcome Bonus of €100, you will have to wager €1600 before you can withdraw the full amount of your bonus. This means that the 16x play-through is for the total of your bonus amount and deposit. For a detailed explanation of how you can fulfill the WR, please click on our Casino Bonus Terms page.

Can I request a payout before completely fulfilling the wagering requirements of a bonus by using the Buy-Off function?

Yes. You can almost always request a payout for the share you have played through. For example, if you deposited €100 and also received a €100 bonus, and you have fulfilled 80% of the WR, if your balance is €1000, then you can cash out €800 (80%) and the rest of the remaining WR will be bought off!

Are there limits on winnings from a No Deposit Bonus or Free Spins?

Yes. The maximum payout for a No Deposit Bonus is 10x the bonus amount received. Winning with free spins is limited to a maximum of €25 as stated in our bonus terms and conditions. The payout for a free spin as a deposit incentive is limited to a maximum of €50. Only players who made at least 1 deposit in the last 60 days or within 30 days after the claimed winnings are able to request a payout of their bonus winnings.

My Free Spins aren’t showing up… what do I do?

If your free spins have just been credited (for example if you’ve just completed your qualification requirements), it might take a few minutes for the spins to become activated and show up in your account. Please wait for a little while then try again. Some providers also require you to load the game in order to see the free spins, so we kindly ask you to sign out of your account, sign back in, then try to access the game. If the spins still haven’t shown up after an hour or so, and you have taken all the steps mentioned above, feel free to get in touch with support and we’ll look into it.

How can I claim my free sign up bonus if I haven't claimed it immediately?

You can claim it in your account's lobby page. You will find the icon ''Valuables''. When you click on it, you will be able to see your no deposit sign up bonus.

Can I get both casino and sports Sign up bonus (no deposit bonus)?

A game won’t load or is stuck mid-play… what do I do?

First of all our sincere apologies for the issues, you may be experiencing! If you’re trying to load a game and it’s not working, has frozen, or got stuck mid-game, please follow the next steps:
i. try to clear your cache and cookies in your browser
ii. restart your device and go on the game again
iii. try accessing the game from different browsers or devices
If all else fails, please report this issue to LuckyBull’s Customer Support.

The wins from a spin/game round are missing… what next?

Occasionally, there might be a slight delay between the end of a particular game round and the wins being credited to your account. Or perhaps, your internet connection froze or cut out in the middle of a spin or game round. If this happens, don’t worry, all game rounds are saved by the game provider and can be viewed by looking at the bet history within the game itself. This can be accessed by clicking on the hamburger menu at the top right-hand corner of the game area/frame.

How do I check my bet history?

1. Login to your account
2. Click on the "My Account" button (top-right corner on desktop, and bottom-right on mobile)
3. Click on the tab called "Account History"
4. Click on "Bets"

Can I cancel my bet or spin?

Unfortunately, a bet or spin cannot be cancelled or reversed once it’s been placed. To check whether the bet has been accepted or not, you can look for it in your bet history.

A game I normally play is missing from the casino… what’s happened?

Sometimes, a game provider may choose to remove or discontinue a game at their discretion. At LuckyBull, you will never be short of options, because we offer a wide variety of games to choose from and play.

What about game ratings?

While browsing through our games, you can check out each game’s star rating at the top left corner. You can also give games your own rating by clicking on the rating stars and choosing a rating from 1-5. Each game can be rated once per player, and the rating you see is the average rating given by all players.

Will you be adding new games?

You can check out what games we have in the pipeline by first logging in, then going to the 'Coming Soon' page.

How do I place a sports bet?

To place a bet in our sportsbook, simply follow the following steps:

1. Login to your account
2. Head over to the sportsbook and find the event you want to place your bets on
3. Click on the odds of your choice, after which they will show up on the betslip
4. Click on "Place Bet" at the bottom of the betslip, and you’re sorted!

How can I see my available sports bonuses / sports bonus history?

You should be able to see most of your bonuses in the “My Account” section. However, depending on the type of bonus being offered, some cashback and free bet bonuses might only be visible in the sportsbook section, and can be accessed as follows:

1. Login to your account and go to the sportsbook section 2. Click on the “My Bets” tab in the sports menu 3. Click on the “Bonus” tab 4. There you'll be able to see a list of both your available bonuses as well as bonuses that have already been used / expired

How do I check my sports bet history?

1. Login to your account and go to the sportsbook section
2. Click on the “My Bets” tab in the sports menu

There, you will find a full list of both your open as well as settled bets.

Can I place live bets?

Yes, we offer real-time odds during sporting events so you can place your bets while following / watching at the same time.

Can I change the way odds are displayed?

Odds can be displayed in decimal, fractional or American odds. The simplest way to change the format is simply to scroll to the bottom of the vertical menu in the Sportsbook section, where you will find a dropdown option allowing you to make your preferred selection. Note that you don’t have to be logged in to make the change this way.

Alternatively, you can follow these steps:

1. Login to your account and go to the sportsbook section
2. Click on the “Settings” tab in the sports menu
3. Click on the next “Settings” tab
4. Choose your preferred odds display from the dropdown menu presented

When will my bet be settled?

All bets are settled once the event is officially over and the result(s) has been verified. If the event has been subject to things like an enquiry, the bet is settled after the ruling has been decided.

What is Bettleverse?

Bettleverse is a place that’s a million light-years away from Planet Earth. It is home to LuckyBull’s four main characters Kronos, Casey, Megan, and Faye. Explore this universe with the avatar of your choice!

How do the stories work?

Each character has its own story to tell. Win the challenges thrown your way to get ahead in Bettleverse. With each challenge won, you will be that one step closer to the end of this sci-fi episode! You can complete a challenge by playing through the whole act or buying its completion with a hyperdrive. When a chapter has been completed, you will get a prize. Some challenges also have prizes associated with them and can be identified by the parcel icon on the top right-hand corner of that particular challenge.

You can track the progress of each character’s storyline, by looking at the challenge images on the right-hand side of each character avatar. When a challenge has been completed, it will go from black and white to colour. You can also check on the progress of each story by looking at the map underneath the grid of chapter images.

How is a storyline challenge completed?

Each challenge can be completed in any one of two ways, either by playing through the challenge itself or by exchanging it for hyperdrives.

What are hyperdrives and how are they earned?

Hyperdrives are basically LuckyBull’s wild cards. You can use hyperdrives to move through the chapters at a faster rate by buying out challenges within your current story. Hyperdrives are earned through deposits. Various deposits will earn you different amounts of hyperdrives. You can check how many hyperdrives you have collected up to that stage by clicking on the hyperdrive page.

What are trophies?

Win trophies by undertaking different challenges or surprise, surprise, one may fall into your lap by pure good luck. All the information you may need relating to the trophies won or wish to collect, can be found on the trophies page.
Gamification at its best is what you will experience at Bettleverse!