Every good resort has a concierge desk, and ours never closes. Whatever you need, from a quick question about a bonus to help with a withdrawal, the CaratLuck Casino team is ready to help. This page explains how to contact us and covers the topics we are asked about most often.
How to reach us
The fastest way to get help is 24/7 live chat. Tap the chat button in the bottom-right corner of any page and you will be connected to a member of our support team, day or night, every day of the year.
- Live chat: available 24 hours a day, 7 days a week, on desktop and mobile.
- Help centre: step-by-step articles covering accounts, payments and bonuses.
- Telephone: we do not run a telephone line. Live chat lets us check your account securely and resolve most queries in a single conversation.
When you start a chat, it helps to have your username to hand. For your security, our team will never ask for your full password.
Common topics
Account and verification (KYC)
Registration at CaratLuck Casino takes around two minutes, and we verify your mobile number and email address as part of sign-up. Because we operate under a gaming licence, we must confirm your identity before you can play, which means checking your age, ID and address. We may also ask about the source of your funds.
You can upload documents securely from your account area. If anything is unclear, live chat can tell you exactly which documents we still need.
Deposits
All CaratLuck payments are in pounds sterling and we charge no fees. We accept debit cards only.
| Method | Speed | Limits |
|---|---|---|
| Visa / Mastercard debit | Instant | £20–£5,000 |
| Apple Pay | Instant | £20–£3,000 |
| Paysafecard | Instant | £20–£1,000 |
| Skrill / Neteller | Instant | £20–£5,000 |
| Open banking (Rapid Transfer) / Revolut | Instant | £20–£10,000 |
Please note that Skrill and Neteller deposits do not qualify for the welcome offer.
Withdrawals
Every withdrawal goes through an internal approval of up to 24 hours. After that, timing depends on the method you use. Where possible, we return funds to the method you deposited with. The minimum withdrawal is £20.
| Method | Time after approval | Limits |
|---|---|---|
| Visa debit | 1–3 working days | £20–£10,000 |
| Skrill / Neteller | Within 24 hours | £20–£10,000 |
| Revolut | Same day | £20–£10,000 |
| Bank transfer | 1–2 working days | £20–£20,000 |
Make sure your verification is complete before you request your first withdrawal, as this avoids delays.
Bonuses
Most bonus questions come down to wagering, stakes or eligibility. In short: our welcome offer carries 10x wagering on the bonus amount within 30 days, the maximum stake while wagering is £5 per spin (£2 for players aged 18–24), and slots contribute 100% while live casino and table games contribute 10%. You will find full details of every offer on our promotions page.
Technical and mobile
CaratLuck Casino runs in your mobile browser on iOS and Android, so there is nothing to download. You can add our resort to your home screen for one-tap access. We do not offer a native app in the App Store or Google Play.
If a game will not load, try these steps first:
- Refresh the page and check your internet connection.
- Clear your browser cache or try a different browser.
- Make sure your browser is up to date.
- If the problem continues, open live chat and tell us the game name and what you see on screen.
If a game round is interrupted, the result is recorded on the game server and settled automatically.
Safer gambling
We want every visit to stay enjoyable. In your account you can set deposit limits, loss limits and reality checks, take a time-out, or self-exclude. CaratLuck also participates in GAMSTOP, the free national self-exclusion scheme. Our support team can help you set up any of these tools.
If you are worried about your gambling, or someone else’s, these UK organisations offer free, confidential help:
- BeGambleAware – advice and support at begambleaware.org
- GamCare – support at gamcare.org.uk, and the National Gambling Helpline on 0808 8020 133
- GAMSTOP – self-exclude from UK online gambling sites at gamstop.co.uk
Our resort is for adults aged 18 and over only.
Complaints
If something has not gone as it should at CaratLuck, please tell us. Start a live chat and explain the issue; our team will log it and aim to resolve it as quickly as possible. If the first response does not settle the matter, ask for your complaint to be escalated and it will be reviewed by a senior member of staff, who will reply with a final decision.
If you remain unhappy after our complaints process is complete, you may be able to refer the matter to an independent dispute resolution service. Our team can explain the next steps. Full details are set out in our terms and conditions.
Learn more
Want to know more about who we are? Visit about the casino, read our in-depth review or explore the games collection. Ready to play? Join CaratLuck today.
