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Contact McLuck Customer Support
Below are the McLuck contact routes available:
- Help Center FAQ articles – publishes our support routes and account guidance. Start here for eligibility, verification, purchase and gameplay questions that are already answered.
- Submit a Request – opens a new request in the Help Center. Use this for questions specific to your Customer Account or issue.
- McLuck phone numbers – for payment-related queries only: +1 (424) 842-2442, and +1 (719) 624-7938 for US payment queries.
Choose the request form whenever the answer depends on your own account, and the FAQ articles when the question is about how a rule or feature works generally.
Send your message from the email address registered to your Customer Account, or reference that address clearly, because a message from an unrecognised address can delay our reply while we match it to the right account. Keep one request per issue and reply in the same thread.
Gather this before contacting support
A complete first message gives the Support team enough context to route and investigate the issue.
- The full name and email address registered to your McLuck account, without including your password.
- A short description of what happened, what you expected, and the exact message or status shown.
- The date, time, amount, method, order or redemption reference, and current status for a transaction issue.
- The game name, provider, device model, operating system, browser or app version for a technical issue.
- A screenshot that shows the error while hiding unrelated personal, card, or bank information.
- The troubleshooting steps you already completed and whether the issue happens on another supported device or connection.
Submitting a support request: Step-by-step
Follow this sequence so the case reaches the right team with the evidence needed to begin.
- Open a support ticket. Click Submit a Request on the McLuck Help Center.
- Choose the closest category. Select the transaction, verification, technical, promotion, account, or player-safety option that matches the task.
- Describe one issue clearly. State what happened, what you expected, when it happened, and the exact status or error shown.
- Add evidence. Include relevant references and files such as screenshots.
- Save the confirmation. Keep the request number and continue in the same conversation until McLuck confirms the outcome or next action.
A successful submission ends with a confirmation or ticket reference. If no confirmation appears, check the registered email address and spam folder before submitting the same request again.
What you can set yourself, and when to contact Support
Several Player Trust & Safety Controls can be managed directly from your Customer Account without contacting Support. Log in and go to Customer Account > Player Trust & Safety Controls, where you can access Spend Limits, Session Limits, Time-Out and Self-Exclusion.
Spend and session limits can be reduced with immediate effect. Increasing or removing these limits is subject to a 24-hour cooling-off period. A Time-Out cannot be cancelled once it has been set, and Self-Exclusion cannot be reversed before the selected exclusion period has ended.
Contact Customer Support for actions you cannot complete yourself, such as closing your Customer Account or requesting reactivation after a Self-Exclusion period has ended.
If you lose access to your Customer Account, contact Support to recover your existing account rather than registering a new one. McLuck permits only one Customer Account per person.
When should you follow up or escalate?
Follow up when the response window stated in your confirmation has passed, when a promised action has not appeared in the account, or when new evidence changes the case.
For ordinary support issues, continue replying within the existing support case where possible. If your matter becomes a formal dispute, consult the Terms of Service for the separate Notice of Dispute and initial dispute-resolution procedure that may apply.
For an unauthorized transaction, secure the McLuck account and contact the payment provider promptly while also reporting the event to McLuck.
For immediate player-safety concerns, request the appropriate restriction directly instead of waiting for an ordinary gameplay or promotional ticket.
Keep credentials and financial details private
Never send your password, one-time sign-in code, card PIN or card security code to Customer Support. Avoid including full card or bank account details in a general support message.
McLuck may request identity, payment or financial documents as part of an account or verification review. If documents are required, follow the instructions provided by McLuck and use the designated verification or secure submission process. Where applicable, redact information that McLuck has not asked you to provide.
Official information
This answer is based on the official McLuck pages below, reviewed on the date shown above. Consult them for the latest rules, account information, and support guidance.
Still need help?
Contact McLuck Support for help with your account.