Whatever has brought you here — a payment question, a technical issue, or something more serious — we want to help you reach a resolution. The team that handles incoming messages is authorised to deal with account matters, transaction queries, bonus disputes, and responsible gambling requests. You are not talking to a bot farm or a gatekeeping first line; the people who read your message can act on it.

How to get your issue resolved in one exchange

The single biggest reason a query takes more than one reply is missing information. Before you send your message, include your registered username or the email address linked to your account, a clear description of what happened, and — where relevant — the date, the amount, and the payment method involved. If your issue is about a specific game round, the round ID (usually found in the game history) removes any ambiguity. Giving us this upfront means we can look at exactly what you experienced and respond with a proper answer rather than a holding reply asking for details.

Once your message reaches us, it is logged and assigned to a member of the support team. You will receive a confirmation that it has been received. From that point, the team member works through the specifics of your case and comes back to you through the same channel. Nothing is closed without a resolution or, where that is not possible, a clear explanation of the next step.

Formal complaints and responsible gambling requests

If you feel your issue has not been handled fairly, you can escalate it as a formal complaint. A formal complaint is treated separately from a standard query: it is reviewed by a senior member of the team and you will receive a written response setting out our position. Should that response still not satisfy you, the matter can be referred to the Anjouan Gaming Authority, which is the licensing body that oversees TiffanyLuck and to which unresolved disputes can be submitted independently of us.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are handled with particular care. If you contact us about any of these, your request is not queued alongside general account queries — it is treated as a priority and actioned as soon as it is processed. We do not push back on responsible gambling requests or ask you to reconsider; we act on what you tell us you need.

One final point on security: we will never ask you for your full password, your PIN, or full card details through email or chat. If you ever receive a message claiming to be from us that asks for any of these, do not respond to it and let us know immediately. Keeping your account secure is a shared responsibility, and we take our side of it seriously.

You can find the specific contact channels available to you at the bottom of this page. Reach out — we are here to help you get sorted.