FAQ

The payment methods available to your account are shown in the cashier before you deposit or withdraw. Methods can vary by verification status, payment provider and withdrawal rules, and the payment name must match the Lux Casino account.

Current member promotions are shown in the promotions area or cashier. Each one sets out eligibility, minimum deposit, wagering, expiry, maximum win and the T&Cs before you accept.

Some promotions have wagering requirements, and some do not. The requirement, game contribution, expiry and maximum conversion are shown in the offer terms before you accept.

Lux Casino is designed for supported mobile and tablet browsers. Use the same member login, and keep your device software updated for a steady session.

Lux Casino may ask for proof of identity, address, payment ownership or source of funds. Upload the requested documents through the verification prompt in your account, as withdrawals may pause until verification steps are completed.

The minimum deposit and withdrawal amounts are shown in the cashier before you confirm. Amounts can vary by method, account status and payment-provider limits.

Withdrawal timing depends on verification, payment method, your bank and weekends or bank holidays. The current processing range is shown in the cashier and cannot be guaranteed before approval. However most withdrawals are handled and expedited within 24 hours or less.

Each withdrawal limit is shown in the cashier before you confirm. Limits can vary by payment method, account status and any regulatory checks required.

Any Lux Casino withdrawal fee, if one applies, is shown before you confirm. Your payment provider or bank may apply separate charges outside Lux Casino.

Under current UK law, gambling winnings are not taxable for the player. This is general information, not tax advice; contact HMRC if your personal circumstances need guidance.

Open the safer gambling tools in your account and set the deposit, loss or session limits that suit you. Reductions usually apply immediately, while increases may require a cooling-off period.

Ask Member Support to close your account from your registered email address either via mail, chat or phone. Account closure is also available via the safer gambling section while logged in. If you want to stop gambling for a set period or across UK-licensed sites, use self-exclusion and GAMSTOP.

Set limits before playing, use time-outs when you need space, and keep gambling separate from essential spending. GAMSTOP offers self-exclusion, while GamCare and BeGambleAware provide advice, tools and confidential support.

Open your member account and choose Account History or Transactions. You will see deposits, withdrawals, wagers, bonuses, game rounds and account adjustments where applicable.

Your summary total is calculated from recorded account activity in the selected period. It may include deposits, withdrawals, stakes, returns, bonuses and adjustments, grouped by transaction type.

Net deposit is calculated as deposits minus withdrawals over the selected period. It is not your balance, winnings, loss limit or affordability limit.

If you are dissatisfied with the way we handle your customer relationship or the help you have received from our Customer Support, you have the option via our Customer Support to file a complaint per telephone or e-mail, see contact information at the bottom of this guidance.

Although we accept complaints via phone, it is easier for us to summarize your complaint from a detailed e-mail regarding the matter.

Please note that we do not accept complaints via any of our social media platforms.

You have the option to file a complaint up to 6 months from the date of the incident. However, we would encourage complaints to be filed as soon as possible.

A complaint is considered to have been submitted in a valid manner when it contains clear information about your identity (full name, date of birth, home address, registered e-mail address and mobile number) and contains all relevant information about the complaint. We would like to ask you to clearly and precisely include all information concerning your complaint such as time and date, description of what took place, name of the game and any other relevant information.

If we have not received enough information regarding the case, we are forced to ask for more information.

Once we have received your complaint, we will send you an e-mail as soon as possible in which we confirm that we have received your complaint. We endeavor to send you the confirmation within 24 hours.

In the event that a complaint is not resolved to the customer’s satisfaction by us within 8 weeks of it being raised, and the customer wants to take the case further, the complaint becomes a dispute, and the customer may refer the dispute free of charge to the independent third-party dispute resolution. Disputes may be filed with eCogra here.

We would like to encourage our customers not to discuss complaints publicly, e.g. via the press or online forums, before the processing of the complaint has been completed.

Customers may not discuss a complaint or dispute in the chat rooms, regardless of whether the complaint/dispute is being processed, i.e. from the submission of the complaint until there is a final decision from us, or it has been completed.

Telephone: +44 0800 102 6339

Email: support@luxcasino.co.uk

Your affordability limit is determined by automated system checks that run continuously in the background. These checks are based on various factors and are updated at fixed intervals during your time with us.

We do not manually adjust these limits - the system applies them for all players.

The affordability limit cannot be manually changed.

Moreover we always recommend that you place suitable personal loss limits to your account to give you extra control over your play. You can add loss limits here.

Your affordability limit is reset on the 22nd of each month.

As part of UK requirements and our commitment to keeping gambling a safe and enjoyable experience, we screen all players for financial vulnerability and affordability at specific points in your customer journey with us.

If you reach your affordability limit, you will not be able to wager more until the limit resets on the 22nd of the month. You will see a clear message explaining this if it happens.

Not quite:

• The affordability limit is an automatic safeguard set by us.
• Deposit limits and loss limits are personal tools you can set yourself to stay in control of your gambling.