Terms and Conditions
These Terms and Conditions form a binding agreement between you and Lucki. By creating an account or using our services, you confirm that you accept these terms in full and agree to comply with them at all times.
We operate under licence ALSI-202412035-FI2, issued by the Comoros Autorité de Régulation (AOFA), with an additional authorisation from the Anjouan Gaming Authority. Our services are intended for residents of the United Kingdom who are at least 18 years of age. We reserve the right to amend these terms periodically, and continued use of our platform constitutes acceptance of any updates.
1. General information and legal agreement
This document governs your use of all games, promotions, and account features available through our platform. Users are required to read these terms carefully before registering, as acceptance is a precondition of access to our services.
We reserve the right to suspend, amend, or discontinue any part of our services without prior notice where operational or regulatory circumstances require it. In accordance with our licensing obligations, we do not guarantee uninterrupted availability of games or features at all times. Scheduled maintenance, third-party software issues, or connectivity problems may occasionally affect access. Where disruptions occur, we aim to restore full functionality as quickly as reasonably possible.
Your continued use of our platform after any amendment signifies your acceptance of the revised terms.
2. Account opening and eligibility
Users must be at least 18 years old to register an account with us. We ask that you provide accurate, current, and complete information during registration, as this forms the basis of your account record.
Each individual is permitted to hold only one account with us. Duplicate accounts, accounts registered under false identities, or accounts opened on behalf of a third party will be closed, and any associated funds may be withheld pending investigation. We reserve the right to decline registration applications at our discretion, particularly where eligibility criteria are not met or where fraud indicators are present.
Residents of jurisdictions where online gambling is restricted or prohibited are not permitted to register.
3. KYC and identity verification
We require all players to complete identity verification in line with Know Your Customer obligations attached to our licence. This process typically involves submitting a form of government-issued identification, proof of address, and, where relevant, proof of payment method ownership.
Verification may be requested at any stage of your account lifecycle, not solely at registration or withdrawal. In accordance with our anti-fraud and compliance obligations, we reserve the right to request additional documentation where discrepancies arise. Failure to provide requested documentation within a reasonable timeframe may result in restricted account access or delayed withdrawals. We do not process withdrawal requests until verification has been satisfactorily completed.
Users retain the right to query any verification request through our support channels.
4. Account security and password confidentiality
Your account security is your responsibility once credentials have been issued. We ask that you choose a strong password and avoid sharing your login details with any third party.
Users are required to notify us immediately if they suspect unauthorised access to their account. We are not liable for losses arising from compromised credentials where reasonable security practices were not followed by the account holder. In accordance with standard industry practice, we may implement additional verification steps, such as two-factor authentication, to protect your account. Suspicious login activity may trigger a temporary account freeze pending confirmation of identity.
We recommend reviewing your account activity regularly and reporting anomalies without delay.
5. Deposits and account funding
Deposits must be made using payment methods available on our platform and registered in your own name. We do not accept deposits made via third-party accounts or payment instruments belonging to another individual.
Minimum and maximum deposit limits apply and are displayed within your account cashier. All deposited funds are held in British Pounds (£) unless otherwise stated on your account. We reserve the right to reverse or void transactions identified as fraudulent, erroneous, or made in breach of these terms. Processing times vary depending on the payment provider selected, and we are not responsible for delays caused by third-party payment processors.
We encourage players to monitor their deposit activity in line with responsible gambling principles.
6. Withdrawal procedures and verification
Withdrawal requests are processed once identity verification and any applicable wagering requirements have been completed. We ask that withdrawals be made to the same payment method used for deposit wherever possible.
Processing timeframes vary by payment method, and we reserve the right to carry out additional security checks before releasing funds. In accordance with our AML obligations, large or unusual withdrawal requests may be subject to extended review periods. We do not guarantee a fixed processing time, as this depends in part on third-party banking and payment systems. Withdrawal requests made with incomplete verification will be paused until the necessary documentation is supplied.
Users are entitled to query withdrawal delays through our support team at any stage.
7. Bonus rules and wagering requirements
Bonus offers are subject to specific terms, including wagering requirements, maximum bet limits, and eligible games, all of which are detailed at the point of offer. Users are required to review bonus terms before opting in.
Wagering requirements must be completed within the stated timeframe, and failure to do so may result in forfeiture of the bonus and any associated winnings. In accordance with our fair-use policy, we reserve the right to void bonuses and restrict accounts identified as engaging in bonus abuse, including the use of bonus hunting strategies, multiple accounts, or coordinated play. Bonus funds and winnings derived from them are treated separately from cash balances until wagering is completed.
We reserve the right to withdraw a promotional offer at any time without prior notice.
8. Inactive and dormant accounts
Accounts with no login activity for a period of twelve consecutive months are classified as dormant. We reserve the right to apply a dormancy fee to inactive accounts holding a balance, as outlined within your account terms.
Users will typically receive notification prior to any dormancy fee being applied, where contact details on file remain valid. We are not responsible for notifications that fail to reach you due to outdated contact information. Dormant account funds remain the property of the account holder and may be reclaimed by completing verification and contacting our support team.
We recommend logging in periodically to avoid dormancy classification.
9. Game fairness and RNG systems
All games available through our platform operate using independently tested Random Number Generator software. This ensures outcomes are determined fairly and cannot be predicted or manipulated by either party.
Game outcomes are generated server-side and recorded for audit purposes. We do not guarantee specific winning outcomes, return-to-player percentages are theoretical over extended play, and short-term results may vary considerably. In accordance with our licensing requirements, game providers integrated into our platform are subject to independent certification standards. Any suspected malfunction should be reported promptly, and we reserve the right to void results affected by verified software errors.
We are committed to maintaining transparent and fair gameplay across all titles offered.
10. Prohibited conduct and fraudulent activity
Users are strictly prohibited from engaging in any form of fraudulent, collusive, or manipulative behaviour while using our services. This includes, but is not limited to, the following conduct:
- Using unauthorised software, bots, or automated betting tools
- Exploiting software bugs or payment processing errors
- Colluding with other players to gain unfair advantage
- Submitting false or fraudulent identity documentation
- Operating multiple accounts to circumvent bonus or account restrictions
We reserve the right to immediately suspend or permanently close accounts found in breach of this section, withhold associated funds, and report suspected criminal activity to relevant authorities. In accordance with our fraud prevention obligations, decisions made under this section are final and not subject to standard dispute resolution where clear evidence of misconduct exists.
11. Responsible gambling and self-exclusion
We provide a range of responsible gambling tools, including deposit limits, time-outs, and self-exclusion options, accessible through your account settings. Users are encouraged to make use of these tools proactively.
Self-exclusion requests are processed promptly and remain in effect for the duration specified by the user, with a minimum period applied in accordance with responsible gambling standards. During self-exclusion, account access, marketing communications, and promotional offers are suspended entirely. We reserve the right to decline reactivation requests submitted before the agreed exclusion period has elapsed. Players experiencing difficulty controlling their gambling behaviour are encouraged to contact the National Gambling Helpline operated by GamCare on 0808 8020 133.
Gambling should remain an enjoyable activity, and our tools exist to support healthy play.
12. Complaints and dispute resolution
Users with a complaint regarding any aspect of our services should contact our support team in the first instance, as most issues can be resolved directly and efficiently. We aim to acknowledge complaints within a reasonable timeframe.
Where a complaint cannot be resolved internally, users may escalate the matter to an independent dispute resolution service applicable under our licensing framework. In accordance with regulatory requirements, we maintain records of all complaints and their outcomes for audit purposes. Disputes relating to game outcomes will be reviewed using server-side logs and independent game provider data where applicable.
We encourage users to raise concerns promptly rather than allowing issues to escalate unresolved.
13. Intellectual property rights
All content displayed on our platform, including logos, graphics, game software, and written material, remains the intellectual property of Lucki or our licensed content partners. Users are not permitted to reproduce, distribute, or modify this content without prior written consent.
Unauthorised use of our branding or platform content for commercial purposes constitutes a breach of these terms and may result in legal action. In accordance with standard intellectual property law, third-party game providers retain ownership of their respective software and associated assets displayed through our platform. We reserve the right to pursue remedies against any infringement of these rights.
Users retain no ownership rights over any content accessed through their account.
14. Anti-money laundering policy
We maintain a strict anti-money laundering policy in accordance with applicable regulatory standards attached to our licence. This includes ongoing monitoring of deposit and withdrawal patterns to identify unusual or suspicious activity.
Users are required to provide source of funds documentation where requested, particularly in relation to large transactions or activity flagged by our monitoring systems. In accordance with our compliance obligations, we reserve the right to delay or decline transactions pending investigation, and to report suspicious activity to relevant authorities where legally required. Failure to cooperate with AML verification requests may result in account suspension and withheld funds. These measures exist to protect our platform and users from financial crime.
We take our AML responsibilities seriously and apply them consistently across all accounts.
15. Voluntary account closure
Users may request closure of their account at any time by contacting our support team. We process closure requests promptly, provided all outstanding verification and withdrawal procedures have been completed.
Any remaining account balance will be returned to the user via an approved payment method, subject to standard verification checks. In accordance with our terms, bonus funds or associated winnings not yet wagered in full will be forfeited upon closure. Users wishing to close their account for responsible gambling reasons are encouraged to use our self-exclusion tools rather than standard closure, as this provides additional safeguards.
Reopening a closed account may require renewed verification depending on the time elapsed.
16. Governing law and jurisdiction
These terms are governed by the laws applicable to our operating licence, issued by the Comoros AOFA, with additional authorisation from the Anjouan Gaming Authority. Users accessing our services from the United Kingdom do so in accordance with applicable local consumer protections where relevant.
Any disputes arising from these terms will be addressed in accordance with the dispute resolution procedures outlined in Section 12. In accordance with our licensing framework, these terms do not confer rights beyond those expressly stated within this document. We reserve the right to amend governing provisions where required by regulatory change.
By using our services, you accept that these terms represent the entire agreement between you and Lucki regarding your use of our platform.
Responsible gambling disclaimer
Our services are intended exclusively for individuals aged 18 and over. Gambling can be addictive, and we encourage all users to play responsibly and within their means. If you feel your gambling is becoming difficult to control, free and confidential support is available through the National Gambling Helpline operated by GamCare on 0808 8020 133.