If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The details for reaching our support team are listed on this page — this section explains what to expect once you do.

What our support team can help with

The people who handle your messages are authorised to deal with the full range of account matters: payment queries, bonus conditions, verification steps, technical problems, and anything else that is stopping you from using your account as you should be able to. They are not a filtering layer — they have the authority to act on most issues directly, without passing you between departments. If something does need to go further, they will tell you clearly and explain what happens next.

To give us the best chance of resolving your query in a single exchange, it helps to include your registered username or the email address on your account, a clear description of what happened, and — where relevant — the date and approximate time of the event, the game or payment method involved, and any transaction or round reference you can see in your account history. The more specific you are, the less likely we are to need to come back to you with follow-up questions.

Complaints and responsible gambling requests

If you feel your query has not been resolved to a reasonable standard, you can raise a formal complaint. A formal complaint is treated differently from a routine support message: it is logged separately, reviewed by a senior member of the team, and you will receive a written response that sets out our position. If you remain unsatisfied after that stage, you have the right to escalate the matter to the Anjouan Gaming Authority, which is the licensing body that regulates TiffanyLuck under licence number ALSI-202505034-FI2. We will not obstruct that process.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated as priority matters. If you contact us asking to restrict or close your account for responsible gambling reasons, that request will not be delayed or talked out of. We will act on it. Please be as clear as possible about what you are asking for — whether that is a temporary break, a spending limit, or a permanent self-exclusion — so that we apply the right measure straight away.

One thing worth knowing before you get in touch: we will never ask you to share your password, your full card number, or any other sensitive security credential over email or chat. If you ever receive a message claiming to be from us that asks for this kind of information, do not respond to it and let us know. Legitimate account verification, when it is required, involves documents submitted through your account area — not credentials sent through a message thread.

We read every message that comes in. If you are confused, stuck, or unhappy with something, say so plainly — that is exactly what this channel is for.