Terms and Conditions

1. Introduction

These Terms and Conditions govern your access to and use of Luckygem Casino, our online gaming platform available at our official casino website. By creating an account, logging in, making a deposit, claiming a promotion, or continuing to use our services, you agree to these Terms as they apply to your activity on our platform.

We operate as an international multilingual platform serving players across supported markets in English and other available localised experiences. Our services include casino games, live dealer tables, crash games and mini-games, an integrated sportsbook, mobile browser access, and account features designed to support safe, secure and responsible play.

If you do not agree with these Terms, you should not use our services. We may update these Terms from time to time to reflect operational, legal or technical changes. The version published on our website at the time of your use applies unless a different effective date is clearly stated.

2. The operator and scope of these Terms

Luckygem Casino is operated by a single legal entity under an international gambling licence issued by Costa Rica. The site name, brand presentation and service features used in this document refer to our platform and the services we make available to players.

These Terms apply to the following areas of our platform:

• account registration and login;
• bonus participation and promotional eligibility;
• deposits and withdrawals;
• verification and anti-money laundering controls;
• game participation, wagers and play behaviour;
• sports betting activity where available;
• mobile browser and PWA access;
• customer support interactions;
• responsible gambling tools and account closure.

Where separate policy pages apply, such as our privacy policy or cookie policy, those pages form part of the wider contractual and informational framework for using our platform. You should review them alongside these Terms.

3. Eligibility and account creation

You must be at least 18 years old to use our services. By opening an account, you confirm that you meet the minimum age requirement and that you are legally permitted to access online gaming services in your jurisdiction.

Registration is required to place bets, play games, access promotions, make deposits or request withdrawals. During registration, you must provide accurate, complete and current information. We rely on the details you submit to manage your account, verify your identity, process transactions and maintain platform security.

You are responsible for keeping your login details confidential. Any activity carried out through your account is treated as activity by you unless we have clear evidence of unauthorised use. You must notify customer support immediately if you suspect a security issue, loss of control over your account or any other unauthorised access.

4. Our services

Our platform offers a broad gaming environment designed for players who want casino entertainment, live betting experiences and instant-play formats in one place. Depending on jurisdiction and available content, our game library includes over 3,700 titles and may extend up to 6,500 slots. The catalogue includes slots, live dealer games, crash games, mini-games and other entertainment formats available on our platform.

Our live casino section includes more than 77 tables with live dealers covering blackjack, roulette and baccarat. We also offer more than 248 crash games and mini-games, together with an integrated sportsbook covering over 460 sporting events.

Game availability can vary by jurisdiction, device, provider agreements and technical restrictions. We may add, remove or suspend content at any time for operational, regulatory, commercial or security reasons.

5. Currency, payments and transactions

Our platform supports Euro (EUR), various other regional currencies and Bitcoin. We make payment methods available according to our operational arrangements and the location of the player.

Supported payment methods currently include Visa, Mastercard, Revolut and major blockchain networks for crypto transfer activity. Crypto deposits are available with instant processing, while card and e-wallet processing depends on the relevant payment provider and account status.

Withdrawals are generally processed using the same payment method used for the deposit. This helps us maintain a clear audit trail and supports transaction integrity. Some withdrawal requests may require additional checks before release.

You are responsible for using payment methods that belong to you and that are permitted for use on our platform. We may reject, reverse or delay transactions where fraud prevention, verification, chargeback risk or legal compliance requires it.

6. Verification and anti-money laundering controls

We operate a mandatory verification process aligned with anti-money laundering regulations. Before certain features become available, or before withdrawals are processed, we may request:

• proof of identity;
• proof of address;
• verification of ownership for the payment method used.

We may ask for additional documents or information where required to confirm account ownership, transaction legitimacy, source of funds, security concerns or regulatory compliance. Failure to provide the requested information may delay or prevent access to specific services, including withdrawals.

We use these checks to protect our platform, our players and the integrity of our services. Verification is part of our standard operating procedure and helps us manage risk responsibly.

7. Bonuses and promotions

We may offer promotional incentives from time to time. Our primary welcome offer is a Welcome Bonus of up to 700% match bonus with hundreds of free spins, triggered by a minimum deposit of 20 EUR.

Promotions may be subject to eligibility criteria, participation limits, time-based conditions, wagering rules, game contribution rules or maximum bet restrictions. Each offer is governed by the specific promotional terms published at the time the offer is presented. If a bonus has separate conditions, those conditions apply in addition to these Terms.

We may suspend or withdraw a promotion if we identify abuse, misuse, duplication, manipulation or other conduct that undermines fair use of the offer. Promotional availability may also vary by market and account status.

8. Gameplay and fair use

You must use our platform honestly and in a way that respects the integrity of games, systems and other players. You may not use bots, scripts, collusion, exploitation of technical errors, betting patterns designed to abuse promotions, or any method intended to unfairly influence outcomes or advantages.

Our games use an independently certified Random Number Generator (RNG). This helps ensure that game outcomes are random and not manipulated by the platform. However, no system can eliminate all risk, and all gaming activity involves the possibility of loss.

We may suspend game access, restrict account activity or void affected transactions where we detect misconduct, system abuse or unfair play.

9. Mobile access and platform availability

Our website is fully optimised for cellular browsers on both iOS and Android devices. We also provide access through a Progressive Web App that can be installed directly through Chrome or Safari without using third-party app stores.

We aim to keep our platform available and responsive, but uninterrupted access is not guaranteed. Maintenance, updates, security measures, network issues, payment processor downtime or third-party service interruptions may affect availability or performance.

10. Support and account management

We provide dedicated live chat support directly on our website. Customer service representatives operate 24/7 to assist with general account questions, technical issues, payment queries, verification steps and responsible gambling support.

For account changes, including closure requests, we may ask you to verify your identity before acting on your instruction. We may also keep communication records for service, compliance and dispute-handling purposes.

11. VIP and loyalty rewards

Active accounts may qualify for our multi-tier loyalty rewards system. Benefits can include tailored bonuses, cashback options and adjusted withdrawal restrictions. Access to VIP or loyalty benefits is conditional on account standing, play activity and internal programme rules.

We may change, pause or withdraw loyalty benefits, tiers or eligibility rules where required for risk management, legal compliance or commercial reasons. Any changes will apply according to the applicable programme rules.

12. Responsible gambling

We want our players to enjoy our services in a controlled and sustainable way. We provide tools that allow you to monitor time spent on the platform, set strict caps on total deposits and maximum losses, and request temporary cooling-off periods or permanent account closure through customer support.

These tools are intended to help players maintain control. If gambling stops being enjoyable or begins to cause stress, pressure or financial strain, you should use the available limits or pause options immediately and seek support.

Our responsible gambling controls are part of our commitment to safer play and should be used whenever you need to manage your activity more carefully.

13. Privacy, cookies and data handling

We process personal data to operate our services, manage accounts, conduct verification, process payments, prevent fraud, support customer service and meet compliance requirements. Further details about how we collect, use and protect personal data are set out in our privacy policy.

We use cookies and similar technologies to support platform functionality, remember preferences, maintain sessions, measure performance and improve the user experience. Additional details are provided in our cookie policy.

Where required by law or operational necessity, we may share information with payment providers, verification services, technology suppliers, security tools, legal advisers or other service partners involved in running our platform.

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14. Security and platform protection

We implement SSL encryption protocols to secure player transactions and details. This helps protect data in transit between your device and our platform.

We also maintain operational controls intended to reduce the risk of unauthorised access, abuse, fraud and system compromise. No online service can provide absolute security, but we take reasonable measures to protect our systems and our players.

You should also take your own precautions. Use a strong password, protect your device, and avoid sharing login credentials or payment access information with other people.

15. Suspension, closure and restrictions

We may suspend, restrict or close accounts where necessary to protect players, the platform, our obligations or the integrity of the service. Reasons may include verification failure, security concerns, suspected fraud, abuse of promotions, unlawful activity, repeated breach of these Terms or other conduct that creates unacceptable risk.

Where appropriate, we may hold funds, request further information, decline transactions, cancel benefits or apply other proportionate measures to resolve the issue. Account closure does not remove obligations that existed before closure, including payment, verification or compliance-related matters.

16. Liability and service limits

We provide our services on an operational basis intended for entertainment use. While we work to maintain accuracy, security and reliability, we do not promise that the platform will always be error-free, uninterrupted or free from third-party disruption.

Your use of the platform is at your own discretion and subject to applicable law, device compatibility, local network conditions and the availability of payment and verification services. You remain responsible for managing your own account, transactions and gaming decisions.

17. Complaints and dispute handling

If you have a complaint, you should contact our support team through live chat so we can investigate the matter. We aim to resolve issues efficiently and fairly.

For disputes involving payments, verification or account action, we may request supporting evidence and relevant account records. We may also refer matters to the appropriate legal or regulatory process where required.

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18. Governing law and jurisdiction

These Terms are connected to our operation under an international gambling licence issued by Costa Rica. Any specific governing law, venue, forum, arbitration process or mandatory jurisdiction clause must be inserted according to the administrator-approved legal position for this document.

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19. Changes to these Terms

We may revise these Terms when our services, legal obligations or operating procedures change. The updated version takes effect from the date shown at the top of the page. Your continued use of our platform after a change means you accept the revised Terms.

If a change is material, we may provide additional notice through the website or through account communication methods where appropriate.

20. Contact

If you need help with these Terms, your account, verification, payments, responsible gambling tools or a complaint, please use the live chat function available on our website. Our support team is available 24/7.

You should keep a copy of these Terms for your records and review them regularly when using our platform.