Lucky VIP Casino

Playing on your devices

Our website runs seamlessly across all device types, including desktop, mobile, and tablets. To unlock all of our games you need a registered account and at least one deposit, although some promotions give bonuses or free spins that you can play without making a deposit. Every game has a minimum bet, and on some games you can play for as little as 1p. Progressive jackpot games are open only to players who have made a deposit, and many of them cannot be played with bonus funds or free spins.

Placing wagers

We only accept wagers made online, and a wager sent by telephone, email, post or fax is not valid. A wager becomes valid once our systems confirm it has been accepted and we have received payment, and you need available funds to cover it. The stake is taken from your real-money balance or bonus balance.

Once we have accepted a wager, you cannot change or cancel it. We may refuse any wager in whole or in part, set minimum and maximum stakes for specific games, apply maximum winnings limits and place limits on your account as part of our legal duties and safer gambling commitment. Game rules for each title sit inside the game itself, and some games pass you to a third-party system that may show less reporting information, in which case Customer Services can help.

If there is a disagreement about a wager, our records prevail unless the result came from our negligence, fraud or manifest error, and where your screen and the game server differ the game server result prevails, subject to your right to complain.

When a game goes wrong

Errors can happen, from system interruptions and delays to game malfunctions and mistakes in how a wager is accepted or settled. A wager affected by an error is void, and winnings that would not have been paid without the error are not payable, even if they have reached your account. We reverse withdrawals requested but not yet processed, and we hold payment of winnings while we check whether an error caused them. If you withdraw such winnings, you agree to repay them and we may deduct the amount from money we owe you. If you notice an error, stop playing the affected game and report it to Customer Services straight away. With interruptions, we do our best to handle them fairly and without systematically disadvantaging our players.

Where there is reasonable suspicion of rigging, manipulation or an attempt to defraud us, we suspend the affected games or events and void the relevant wagers, and any winnings or bonuses that would not otherwise have been awarded are void too.

Join and sign in

To sign up, use the Join now button and follow the on-screen steps, and our team is there if you need help. When you register we ask for your name, address, date of birth, country of residence, email address and telephone number, and you choose your own username and password. Keep these details private, because you are responsible for activity on your account. If you lose or forget your username or password, or think someone else knows them, contact Customer Services.

To open an account, you must be 18 or older and above the legal gambling age where you live, able to enter into a binding contract, and living in and playing from a permitted jurisdiction. You must not be self-excluded from gambling, including through a multi-operator self-exclusion scheme such as Gamstop, and you must be acting for your own personal use with your own funds. Only one account is allowed per customer for our brand, and we can close additional accounts and void any bonuses earned on them. You cannot open an account if we have previously closed one of yours, and we may decline to open an account for any reason.

When you open an account you also confirm that the details you give are true and complete, that you are in a fit state to play, that you are not bankrupt in a way that rules out gambling spend and that you will keep your details up to date in My Account or through Customer Services.

Our permitted jurisdictions are the United Kingdom, the Republic of Ireland, the Channel Islands, the Isle of Man and Gibraltar. You are responsible for following the gambling laws where you are, and the availability of our services is not an offer to anyone in a place where gambling is prohibited. You agree not to get around our location controls with a virtual private network or any other means, and no winnings are paid if you play from outside a permitted jurisdiction. If an account was opened or used in breach of these rules, we close it and cancel unsettled wagers.

Verification

We are required by law to check your age, identity, address, location, financial circumstances and the source of the funds you deposit, and we may also run credit, fraud prevention and other verification checks. By registering, you authorise us to run these checks at any time and agree to give us the information we reasonably need.

Checks start as soon as you register and continue from time to time while you hold an account. Most of the time your age and identity are confirmed automatically against public records and databases, and if that is inconclusive we repeat the check manually and ask for documents. For a manual check we ask for a clear copy of one form of identification, such as a valid passport, ID document or driving licence, and a utility bill not older than 3 months showing the name and address you registered with. We may also ask for a marriage or civil partnership certificate, deed poll, decree absolute or final order, a bank statement from the last three months or a photo of you holding your identity document. We accept scanned copies but may ask for originals in some circumstances.

If we ask for a copy of the front and back of your payment card, blank out the middle card numbers so only the first 6 and last 4 digits show, and blank out the CVC or CVV number and the reverse embossed digits on the back.

Once you reach a certain level of activity, the law requires us to ask about your source of funds or source of wealth. These Customer Due Diligence checks can include background questions such as what you do for a living and, if you play with large amounts, evidence of where the money came from. We may ask about employment as part of these checks.

We suspend or limit an account while checks are under way or until you send what we have asked for, and you cannot withdraw until our initial checks are complete. Once your documents are verified, you can carry on playing. If you do not provide the information, we may restrict your account, including stopping deposits or access to games, and we may close it. Closure for this reason also applies to accounts you hold with our partner sites in the Rank Group, though we would reconsider if you provide the information later. We may also close an account where checks show false information. Anyone found to be under 18 has all wagers voided and related deposits returned, and no winnings are paid.

We give your details to authorised credit reference agencies, who check them against public and private databases and may keep a record. One such agency, TransUnion, helps us run affordability checks in certain circumstances, and the search may leave a footprint visible only to you that does not affect your credit score. We may share information with fraud prevention agencies and with our regulators, disclose it where the law requires, and share it with Rank Group companies, suppliers and subcontractors where reasonably needed, under contracts that require the same level of protection.

Account transactions

Interest is not paid on account balances. You are responsible for declaring any funds you withdraw, including winnings, where local law or tax authorities require it. You must not make or attempt chargebacks or reverse payments you have made, and you will reimburse any resulting loss. If we learn of a suspected fraudulent payment, we suspend or close the account, reverse withdrawals and recover our loss and any winnings linked to it. Transactions show as Lucky VIP on your payment statement.

Closing or suspending an account

You can close your account at any time by contacting Customer Services, and you stay responsible for activity on it until it is closed. Any positive real money balance is then paid back to you, unless our terms entitle us to withhold it.

We may close, limit or suspend an account at any time, and we try to tell you in advance unless you have seriously breached our terms. If we reasonably suspect prohibited conduct, we suspend the account without notice while we investigate, and the funds cannot be accessed or withdrawn during that time. If the issue is resolved, we may lift the suspension. If we find prohibited conduct, we restrict or permanently close the account, all wagers and bonuses are void, we may withhold or recover balances, payouts, bonuses and winnings linked to that conduct, and we may pass details to regulators and other relevant third parties. A competent authority can also require us to restrict, suspend or close accounts.

We treat an account as dormant if you do not log in for 12 months or more. If you have a positive balance, we try to contact you at least 30 days before that happens, and you can reactivate a dormant account by logging in. Nothing is deducted from a dormant account, and its funds keep the same level of protection as an active account.

Payment methods

You can deposit with any of the six methods below and withdraw with five of them, and every deposit is credited to your account immediately upon approval.

PayPal and Paysafecard let you deposit without adding card or bank details to your account, and Instant Bank Transfer moves money directly from your bank account without a card. We do not offer credit, so you cannot deposit with a credit card, including a credit card registered with a payment service such as PayPal, Apple Pay or another payment service. We also do not accept cards issued by American Express, including through Apple Pay. Every payment method must be in your own name, matching the name on your account, otherwise we may suspend the account and ask for further identification.

Withdrawal methods

Paysafecard is for deposits only. You can deposit and withdraw only with the payment methods listed with us, and you will usually withdraw to a method you have deposited with, in line with our net deposit policy. If you have deposited with more than one method, withdrawals go to the method with the highest net deposits, meaning the running total of deposits minus withdrawals on that method. Some payment methods are non-refundable, and where we cannot pay funds back to them, we pay the funds to another registered refundable method. In that case we may carry out further identity checks before approving the withdrawal.

You can withdraw up to your current available balance, provided that each of the conditions below is met.

• All payments into your account have cleared and have not been charged back, reversed or cancelled.
• We have completed our verification checks, and any delay in sending information we have asked for may delay your withdrawal.
• No law, regulation or regulator requires us to withhold your deposit or winnings.
• There is no ongoing or completed investigation into an error, interruption or malfunction in a game you have used, or into suspected prohibited conduct.

Visa debit cards and payment services such as PayPal can set their own withdrawal limits, and Customer Services can help if you want to withdraw more than those limits. You can remove a payment method only when net deposits across all your methods are zero or less, and if you no longer have a method that still holds net deposits, Customer Services runs security checks and may ask for documents showing it is no longer active. Deposits and withdrawals must be made in good faith and only for playing with us.

Daily Slot Boost

Daily Slot Boost runs for a set campaign period for existing players aged 18 and over who find it listed under Promotions in their account. Eligible players opt in once on the promotion page during the campaign. After opting in, players must spend a minimum of £10 in cash on eligible Slot games to receive 5 Free Spins daily. Bonus funds do not count towards qualification, and stakes on other games do not count either. Once you qualify, the spins are credited instantly.

The £10 qualifying stake counts on a long list of eligible slots, including Kong 3 Even Bigger Bonus, Big Bass Splash, Book Of Dead and Fluffy Favourites.

The free spins games are Starburst Xxxtreme, Dead or Alive 3 - Wanted, Divine Fortune Gold, Dazzle Me Megaways and Aloha! Christmas. The campaign runs in three stages, each with its own set of three of these games, and your spins play on the games of the current stage. To receive the spins, launch any game from the eligible Free Spins games list. You have 24 hours from launching the game to click claim, and each Free Spin is worth £0.10 with no cash value. When you hold a cash balance, your free spins are used first on the eligible game. You have 7 days to use the spins from the moment they are added, any unused spins after this time are forfeited.

Winnings from the spins are credited to your bonus balance and are playable on the free spins games only. This balance needs to be wagered once before any winnings can be withdrawn, and bonus and bonus winnings are converted with a rate of 5 times. Free Spins do not guarantee winnings. We aim to credit winnings promptly, and if a technical or operational issue causes a delay, crediting is completed within 72 hours.

Luxe Wheel

Luxe Wheel is for fully verified, registered players aged 18 or over who can view it in the Promotions section of their account. Once you have made your first deposit, you can play Luxe Wheel until further notice, with one free spin of the wheel per day between 8am and 11.59pm.

The result of each spin is random, and the prize segments on the wheel image are for illustration only and do not show the chances of winning. Each day you can win one of these prizes, Free Spins, a Live Casino Bonus, Cash or a Prize Draw Ticket, and some spins land on No Win, so not every spin of the wheel brings a prize.

To collect a prize, accept it in the winning pop-up message, and it is then allocated to your account. By clicking Accept you acknowledge and agree that you are accepting the prize under the promotion terms, and all prize types must be claimed by 11.59pm on the same day. We aim to credit prizes promptly, and if any difficulty arises they are credited within 72 hours. There is no alternative to a stated or awarded prize, in whole or in part.

Free Spins from the wheel are valid on the game named in the winning message, which also shows how many you have won. Free Spins value is 0.10p per spin. To receive them, launch the game named in the message. You have 24 hours to click claim after launching the game. After clicking claim in the game, you have three days to use your Free Spins before they expire. Wheel free spins are used before any cash you hold, and any winnings from these spins are credited as cash.

Live Casino Bonus values vary and are shown in the winning message, and the bonus is valid on Live Casino games only. Live Casino bonuses are credited as a non-withdrawable bonus with one time wagering. Minimal risk wagering, such as covering both red and black on roulette, does not count towards wagering or any part of the promotion, and players using such tactics may forfeit bonuses, prizes and winnings. Excluded games do not count towards the wagering either. With an active cash balance, wagers come from your cash first and then your bonus balance. You have three days from the date the bonus is credited to meet the wagering, and any remaining bonus balance after this period expires and is forfeited. Once wagering is met, remaining bonus winnings convert to withdrawable cash. The maximum amount of bonus winnings that can be converted to cash is £100.

Cash prizes show their amount in the winning message, carry no wagering requirements and are credited directly to your account once you accept them, ready to use on any game.

Landing on the Prize Draw segment earns one Prize Draw Ticket, which is one entry into the weekly draw. Tickets won from midnight on Monday to 11.59pm on Sunday go into the draw the following week, and you can hold up to seven tickets. The draw takes place on the Wednesday of the following week at 1pm, with one cash prize of £100 awarded each week. It is drawn at random under appropriate supervision, and the prize reaches the winner's account within 72 hours of the draw.

Rewards Burst

Rewards Burst is a network promotion operated by Games Global and shared across several operators. It runs for a set campaign period and is open to existing customers aged 18 and over who see it under Promos in their account. It has two mechanics, Prize Drops and Tournaments, and each needs its own opt-in. Taking part in one does not enter you into the other.

For Prize Drops, opt in with the Join Now button in the pop-up notification or in the Prize Drop category under the in-game 777 icon, then spend at least £0.10 on eligible games during the campaign. Bets placed with bonus funds or in-game promotional free spins count as qualifying bets. Winners get an in-game pop-up confirming their prize. Each monthly round has these prizes.

For Tournaments, opt in through the in-game pop-up or the Join Now button in the Tournaments category under the 777 icon, and place a qualifying bet of £0.10 or more on an eligible game while the tournament is running to earn points. Bonus funds and promotional free spins count here too. Points equal your winnings divided by your bet, multiplied by 1000, so a £10 bet that wins £2,500 on one qualifying spin scores 250,000 points. The leaderboard ranks each player by their highest score from a single qualifying spin, a higher score replaces the previous one, and where two scores are equal the earlier one ranks higher. Prizes go to winners by final leaderboard position, and each weekly tournament lasts seven days.

Prize Drops and Tournaments share the same eligible games, among them Thunderstruck II, Gold Blitz, 9 Masks of Fire and Mega Moolah Megaways.

Drops & Wins

Drops & Wins is a Pragmatic games promotion that we manage and that players can enter across every operator offering Pragmatic games. It is a network campaign, so players at other participating UK operators also win from the shared prize pool. It runs for a set campaign period, only on our website, so you need internet access to enter and to claim a prize, and taking part means agreeing to its promotion terms.

The campaign runs daily, organised in weeks from Wednesday at 6.01pm UK time to the following Wednesday at 5.59pm UK time, and each week features 7 Daily Prize Drops and 7 Daily Tournaments running side by side. Across the whole campaign there are 364 Daily Tournaments.

To qualify for a Daily Tournament, opt in to any participating game and place a real money bet of at least £0.15. Your score is the sum of your win multipliers, meaning each win divided by its bet, and only your first 5,000 bets count. A £1 bet that wins £50 scores 50, a £20 Bonus Buy that wins £1,000 also scores 50, and together they make 100. You can watch the real-time leaderboard in the game whenever you play. To win, you need to finish in a prize-paying position, and between equal scores the player who reached the score first takes the higher prize. Prizes are paid in cash as fixed amounts, up to £3,000, based on the final in-game leaderboard when each Daily Tournament ends.

The Weekly Wheel Drop runs alongside the Daily Tournaments, with a total expected weekly prize pool of £350,000 across 96,900 prizes, awarded as bet multipliers and Free Spins. You play with real money on any participating game, with no minimum bet and no additional cost. Each spin can trigger one randomly awarded wheel piece, and collecting all three pieces completes the wheel and unlocks a guaranteed spin with a top prize of up to 100,000x your bet. Each player can win a maximum of two prizes per Weekly Wheel Drop.

Wheel prizes are awarded as bet multipliers or Free Spins on the same bet and in the same game where the prize was won, and Instant Bonus prizes are awarded in the game selected for that stage on the same bet. Winnings from Free Spins Bonus and Instant Bonus prizes are excluded from multiplier prizes. The maximum bet used to calculate a prize payout is £1, and for Free Spins where £1 is not available in the game, the next higher bet applies.

Lucky Rush

Lucky Rush runs for a set campaign period, managed by us together with Playtech, and existing adult customers who see it in their Promos area can take part. To join, open a participating game and join a network leaderboard. Each leaderboard is joined separately, and opting into one does not enter you into the others. Participating games include Buffalo Blitz Cash Collect, Oink Oink Oink and Lil Greedy, among others.

Real cash and bonus bets count, free spins do not, and there is no minimum bet. After joining a leaderboard, you can play up to 10,000 spins that count for scoring. If you leave a leaderboard and rejoin, you lose all points earned and get no extra spins. Points are the win-to-bet multiplier multiplied by 100, so a £2 stake that wins £100 scores 5,000 points and a £10 stake that wins £15 scores 150 points. Your final total is your top 25 scoring events, and no single spin or feature can score more than 10,000 points.

With a Feature Buy, meaning a paid in-game purchase that enters a feature round, the full purchase cost counts as one bet for the multiplier, every win from the purchased feature counts towards your points and the per-spin cap still applies. When a feature triggers naturally, only the triggering bet is used for scoring.

To win a ranked prize, you need at least 100 points and a finishing place in the prize-winning positions. Equal points are separated first by who has the most scoring events left, then by who reached the score first. There are 45 network leaderboards, the estimated total prize pool across the network is £5,000,000 in cash, and prizes are fixed cash amounts set for each leaderboard. Results appear about 15 minutes after each leaderboard ends. Winnings carry no wagering requirements and can be withdrawn as soon as they are credited, and Playtech will credit players within 72 hours if there is a delay.

Deposit limits

You can choose to set a Net Deposit Limit in the cashier, picking a daily, weekly or monthly amount. Your net deposit is the difference between what you deposit and what you withdraw, so if you deposit £20 and then withdraw £15, your net deposit is £5. To set a Net Deposit Limit, go to the My Limits tab in the cashier. As a responsible operator, we may also apply a Net Deposit Loss Limit to your account where we feel it is right for you. Separately, a gross deposit limit caps the total amount you can deposit in a day, week or month.

Session reminders

Game session reminders, also called reality checks, help you keep track of how long you have been playing, and you can choose how often they appear, from every 15 minutes to once every hour. Reminders appear at regular intervals and apply to each individual Game Session with real money bets. A Game Session starts when you open a game and ends when you close it or lose the connection to the game server.

Take a Break

The take a break and self-exclusion features are available in the Responsible Gaming section of My Account or by contacting Customer Services. You can set a Take a Break period of between 24 hours and 6 weeks. Your account stays locked for the length of time you choose, and you cannot unlock it before the period ends. When the break finishes, you can log in and play again if you wish. A break locks only your Lucky VIP account, so accounts with our sister sites or other providers are unaffected. During a break or self-exclusion, you must not try to reopen your account or open new ones.

Self-exclusion

If you want to stop for longer, we recommend self-exclusion. With self-exclusion, you can close your account for 6 months to 5 years, and it applies to all accounts operated by Rank Interactive (Gibraltar) Limited across our websites. You cannot reopen your account for any reason until the period has expired, and you cannot open a new account with the same personal details. Any remaining cash balance is returned to your bank account or another payment method. All bonuses, loyalty points and promotion opt-ins are forfeited and are not reinstated if you reopen your account later.

Once your self-exclusion period has ended, you can ask to reopen your account by contacting our Customer Support team, who pass the request to our Safer Gambling team, and they will contact you within 3 working days and ask you to complete a questionnaire so they can assess whether it is safe to reopen your account.

We make reasonable checks to find and block accounts in your name, date of birth and address, so let us know about any account that may not match those exact details. Upholding a self-exclusion is ultimately your responsibility. If you open a new account with different personal details, we are not responsible for any resulting losses and we withhold any winnings. We do not pay winnings from deposits made with a payment method we reasonably believe belongs to a self-excluded member, and we may refund deposits made by mistake during a self-exclusion. We take reasonable steps to stop marketing during a self-exclusion, but if you self-exclude after a campaign has launched you may still receive promotional material for up to 21 days, and marketing from third-party affiliates is outside our control.

Gamstop and extra support

As well as our own self-exclusion, we are registered with Gamstop, the national online self-exclusion scheme. A Gamstop self-exclusion may take a number of days to become active with us, and while it is active we take reasonable steps to stop you accessing your accounts or opening new ones. When you self-exclude through Gamstop, we receive a notification and use it only to apply your exclusion across our sites. We can only enforce it using the details you gave Gamstop, so those details need to be accurate and match the ones on your accounts with us. We are not liable for continued play where someone gets around Gamstop with different details or extra accounts, plays before the exclusion reaches us, or takes advantage of the scheme being unavailable.

Rank Interactive (Gibraltar) Limited takes part in GamProtect, a single customer view that protects people showing high-risk behaviour from gambling-related harm. If we believe you are at risk of that harm, your information is added to the scheme and shared with other participating operators.

You can talk in confidence to our customer service team, who are specially trained to help you take control of your account. Our safer gambling support line is open around the clock, and you can call it direct on 08003163488 or chat to us online. For more detailed advice, help or counselling, gambling support agencies such as GamCare are there too.

Player protection

Our Player Protection monitoring looks at play on your account, and drastic changes can lead to a review by our Safer Gambling team. Under Gambling Commission rules, we must stop accounts showing signs of potentially harmful play from taking up new promotions, so a flagged account may not see promotions or offers. Behaviours that can lead to this include playing more often, spending more, spending more time on a gambling site, increasing deposit amounts, chasing losses and failed deposits.

A restriction lasts at least 48 hours and is not permanent. We review activity automatically each day, and offers return once your activity is back at an appropriate level. It applies across all our brands, including Grosvenor Casino, Mecca Bingo and Lucky VIP. Your loyalty levels are not affected, although recurring promotions that begin a new qualifying period count as new and are not available during the restriction. Your regular play continues, so you can still deposit, withdraw and play, but our safer gambling team may temporarily block logging in or depositing while they try to speak to you. The restriction covers only bonuses and promotions, and our safer gambling toolkit in your account section lets you review spending limits or take a break or self-exclude.

Contact options

We are here to help through live chat, email or telephone. You can call us on 0800 901 2512 from Monday to Saturday, 10am to 6pm, and calls may be recorded for security and training. You can email us at [email protected]. If you need help with verification, our Customer Support team is available around the clock.

Complaints

If you want to make a complaint, contact Customer Services by telephone or live chat, and we handle every complaint under our complaints policy. To help us resolve it quickly, give us your full name, username and date of birth, details of what happened and when, and any screenshots you have. For a game issue, include the Game ID and a screenshot of the game as it finished. Tell us if you need reasonable adjustments or extra help during the process. We cannot respond to complaints raised on social media.

Raise a complaint as soon as possible, and within six months of the incident, because we may reject it after that. A complaint about how a game or wager worked or was settled must be raised within seven days so that we can investigate it fully.

If you are unhappy with our first response, you can escalate the matter to our Complaints Team, who acknowledge it within 24 hours and then investigate. We aim to reply within 10 working days, but depending on complexity we may take the full 8 weeks the Gambling Commission allows. If we need more information and do not hear back within a reasonable time, we may pause our timeframe and restart it when you reply. We handle complaints fairly, confidentially and in plain language, and our Complaints Team confirms by email when they consider your issue resolved. If that final response does not settle it, customers in Great Britain can ask the Independent Betting Adjudication Service, known as IBAS, to look at the complaint free of charge.