Whatever has brought you here — a question about your account, a payment that hasn't landed, or something that simply doesn't look right — we want to sort it out with you directly. The team handling your message is authorised to deal with account queries, payment issues, bonus disputes, verification questions, and responsible gambling requests. You won't be passed around or asked to start over.

To help us resolve things in a single exchange, please include your registered username or email address, a clear description of the issue, and any relevant details such as transaction IDs or the name of the game involved. The more context you give us upfront, the less likely we are to need to come back to you for clarification before we can act.

What happens after you get in touch

Once your message reaches us, it is logged and assigned to a member of the support team. They will review your account, gather whatever information is needed on our side, and respond through the same channel you used. Nothing gets filed away without being read. If your query requires input from another department — for example, a payment verification that sits with our finance team — we will let you know that it has been escalated and is being handled, rather than leaving you without an update.

If you feel your issue has not been resolved to your satisfaction after going through our standard support process, you can raise a formal complaint. A formal complaint is treated differently from a routine query: it is reviewed at a higher level within the business and follows a structured process with a written outcome. Should that outcome still leave you dissatisfied, you have the right to refer the matter to the Anjouan Gaming Authority, which is the licensing body that oversees TiffanyLuck under licence number ALSI-202505034-FI2.

Responsible gambling requests

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated with particular seriousness. If you contact us to set a limit, take a break, or exclude yourself, that request is not treated as a standard query — it goes straight to the relevant team and is acted upon without delay. Please be as specific as you can about what you need: the type of limit, the amount, or the length of time you want to step away. We will confirm in writing once the change has been applied.

One final and important point about security: we will never ask you to share your password, your full card number, or any sensitive authentication credentials 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 — contact us directly through the channels listed on this page so we can investigate. Protecting your account is a shared responsibility, and we take our side of it seriously.