What happens if something goes wrong? Our escalation and complaints process
Every player should know the path to resolution before they need it. Here’s how we handle issues at LuckyBoom: directly, in stages, and with timeframes we can actually stick to. We don't promise instant magic — we promise a clear process.
Step one: Contact support
Start with the team that handles day-to-day questions. The fastest way to reach us is through live chat — it’s available 24/7 and usually responds immediately. If your issue is detailed or requires attachments (like account screenshots or payment records), use email instead: support@luckyboom.com.
When you email, include your registered email address, a clear description of the issue, and any relevant documentation. This helps us skip the back-and-forth.
Step two: Formal complaint to the management team
If support cannot resolve your issue within a reasonable timeframe — or if the nature of the complaint requires higher-level authority — you can escalate by replying to any support email and marking it with "ESCALATION" in the subject line. Alternatively, ask the live chat agent to flag your case for management review.
The management team aims to acknowledge escalated complaints within 24 hours during business days. From there, we target a full resolution within 7 to 14 days, depending on the complexity of the case. If additional investigation is needed (e.g., transaction tracing or provider-side checks), we will notify you with an updated estimate.
Timeline summary
| Stage | Target timeframe | What happens |
|---|
| Initial support contact | Live chat: immediate | Email: 24 hours | Issue is logged and triaged |
| Escalation acknowledgement | 24 hours on business days | Case is assigned to management |
| Resolution target | 7–14 days | Investigation, decision, and payout or explanation |
| Complex cases (e.g., provider-side) | Up to 28 days | You receive a progress update with a new estimate |
Step three: Third-party mediation
If we have issued a final decision and you remain unsatisfied, you have the right to escalate the matter to an independent Alternative Dispute Resolution (ADR) body. The specific ADR provider we work with will be listed in our Terms and Conditions (available on the website at launch). ADR bodies review complaints without charging you and issue non-binding recommendations.
You can also contact the Dutch gambling regulator, the Kansspelautoriteit (KSA), through their website at kansspelautoriteit.nl. The KSA does not resolve individual complaints, but they do monitor operator compliance and can investigate systemic issues.
A note on responsible gambling and urgent concerns
If your issue involves self-exclusion, account closure for gambling-related reasons, or any urgent concern about your play, skip the escalation steps above. Email self-exclusion requests directly to support@luckyboom.com, and we will process them immediately. For non-urgent complaints, the standard path works best.