FAQ

Where do I create an account or log in?

You may log in by clicking the LOGIN/CREATE AN ACCOUNT button on the top right side of the website.

When you log in, you may check the Remember me box, so that you don’t have to type in your username and password every time you visit this website. Please note that this should not be ticked when using a public computer.

How do I verify my account?

After registration, you may submit identification documents via your profile or by email. Account verification is necessary before you can request any withdrawal.

Is LuckyStar Casino safe?

Yes, all data submitted during verification is stored securely, and it is only used to confirm your identity for compliance and withdrawal purposes.

Can I have more than one account?

No. It is not allowed to have multiple accounts. Each player may register only once, and registering multiple accounts may lead to the suspension of all your accounts, as stated in our Terms and Conditions.

What should I do if my account is locked or suspended?

Please contact [email protected] with your username and a description of the issue. Our team will review your case and assist you in the shortest time possible.

How to change personal information?

Login to your account, click MY PROFILE. On PROFILE tab you have an option to change some personal information. If you would like to change more that it is allowed by the form, please contact [email protected] with detailed description of what is it that you would like to change.

How can I change password?

Login to your account, click MY PROFILE. On PROFILE tab you have an option to change password.

I forgot my password, how do I get a new one?

Click ‘Login/Create an account’ and click ‘Can’t access your account?’ on the top right corner of the website. Type in your username and captcha code and click RECOVER.

Why do I get logged out after some time?

You only get logged out if you are inactive on the website for a few minutes. We do it due to security reasons.

How do I restrict from playing some games?

Login to your account, click MY PROFILE, click RESTRICTIONS tab. Please note that when disabling game group, it may take up to 7 days before you can re-activate it.

Where can I read Privacy Policy and Terms and Conditions?

You will find these documents on the bottom of the website.

I think I play too much, what can I do?

First step is to set restrictions to your account. Login to your account, click MY PROFILE and click RESTRICTIONS. You may set how much money you are allowed to deposit and which games you want to play. In addition to that you may also set the time warning, which will warn you every few minutes of your play.

If you feel like you have to talk with someone about your problem, please contact the responsible service. You will find link to ‘RESPONSIBLE GAMBLING’ on the bottom of the website.

How can I set account restrictions?

Login to your account, click MY PROFILE and click RESTRICTIONS TAB.

How do I freeze or close my account?

Login to your account, click MY PROFILE and click RESTRICTIONS tab. Please note that closing your account can’t be reversed in any way.

Can I play for free?

Yes. Open the game you want to play and click PLAY FOR FUN. You do not have to register or be logged in, in order to play for free.

Where can I read game rules?

Click on the icon of the game of your interest. On the preview screen which will be opened, click GAME RULES.

If you are already playing the game, click on the GAME RULES button above the play screen.

My bet on live roulette was not accepted, what can I do?

If you were able to place bets on the live roulette, it is most likely that your bet amount did not meet the minimum bet requirement. Please pay attention to the table limits table.

If you were not able to place bets on the live roulette, it is most likely that you have run out of time. Please pay attention to timer.

Where can I see game history?

Login to your account, click MY PROFILE and click GAME HISTORY.

I think the game result was wrong, where can I complain?

Login to your account, click MY PROFILE and click GAME HISTORY. You will be able to find history for every game you played. If you are unable to find the game, please write an email, describing as many details of the game possible and send it to [email protected].

I think I was being cheated on poker, what can I do?

If you feel that a group of players teamed up against you, please notify us on [email protected]. Try to send us as many details of the game as possible (table name, time, hand number, nicknames of players,…).

Is your Random Number Generator fair?

Yes, our RNG uses server’s environmental noise to get its seed. You can view the certificate here. 

How can I improve my chances of winning at LuckyStar Casino?

There is no guaranteed way to win, as games are based on luck. Still, you can enhance your experience by learning the rules of the games you play while also playing high RTP games.

Can I play at LuckyStar Casino on my phone?

Yes, you can access the full site through your mobile browser. Just visit Luckystar.io on any modern smartphone or tablet.

Is there a LuckyStar Casino mobile app?

No, at the moment, there is no standalone app. Still, all features are mobile-optimized if accessed through your phone’s browser.

Can I use a VPN to access LuckyStar Casino?

Yes, you can use a VPN to play games on LuckyStar Casino. However, it is generally not recommended due to location-based restrictions, which may cause issues with payment processing. It is best to ask our Luckystar io help center about this before using a VPN.

Which browsers work best with LuckyStar Casino?

For the best performance, you should use the latest versions of Chrome, Firefox, Safari, or Edge. Outdated browsers can affect game loading and interface responsiveness, and they can also have a negative impact on your account’s security.

How do I contact LuckyStar Casino support?

You can reach us via email at [email protected], or you can use our live chat feature on the website. Our live agents are available 24/7, and they can assist you with any issue.

How safe is my money with LuckyStar Casino?

We use widely used SSL encryption to secure your funds. Your money is very safe with us.

Which deposit options are available?

Please go to the bottom of the page and click Deposits.

Which withdrawal options are available?

Please go to the bottom of the page and click Withdrawals.

How to deposit or withdraw money from account?

Login to your account, click Cashier, click DEPOSIT or WITHDRAW tab. Then select your desired payment method and input amount. Please note that every payment processor has its own specifics, therefore additional information will be provided once you select payment processor.

Why do I need to send copies of my documents when making a withdrawal?

You need to send a copy of any identification document and a copy of any utility bill in order for us to be sure that it is you are entitled to that request and to approve cash out. Please understand that this is common practice in online casinos and it is for your safety only.

How do I transfer money between games?

You do not have to transfer money between games, our system does it automatically.

Can I use cryptocurrency at LuckyStar Casino?

Yes, we support all kinds of cryptocurrency options, such as Bitcoin, Ethereum, and more. You can make deposits in crypto, and you can also withdraw crypto through the Cashier section.

How long do withdrawals take at LuckyStar Casino?

Withdrawal times depend on the method you select. E-wallets and crypto payouts are typically processed within 24 hours, but card and bank transfers may take several business days.

Can I cancel a withdrawal after requesting it?

Yes, if the withdrawal is still pending, you may cancel it. You can see if withdrawal is still pending by logging in to your account and going to the Cashier section.

What are Binary Options?

Binary Options enable you to trade with assets all around the world. Whether it be currencies, stocks, commodities, or indexes, you don’t have to know all the complicated financial terms behind them. All you need to do is correctly estimate where the price of an asset is more likely to go in a certain period of time. Sounds complicated? Well, it’s not. Let’s have a look at an example. Let’s say that you’ve read that the Euro is getting stronger against the US Dollar. You have to select EUR/USD on the trading platform and click CALL (UP). You will then see real-time movement of the Euro vs. the US Dollar. If at the end of a 5-minute period, your price is higher than at the beginning of this option, you will make a profit.

What is One Touch?

We set a price for an asset for which we believe that it won’t be reached in the current trading week. It’s on you to prove us wrong. If the price only touches or surpasses the level we decided, you’ve made your profit. If the price does not touch the level we decided, then your Option will expire out of the money.

To buy One Touch Options, you have to buy units. Each unit costs 100€ Monday to Friday, and 200€ on Saturday and Sunday. You may purchase up to five units on each One Touch Option and as many One Touch Options as you would like.

There will always be two levels on each asset, one for CALL and one for PUT. Along with the prices, you will see the profit you will make if you end up with money.

You may earn anywhere from 150% to 500% on One Touch Options if you end up in the money. In the event you end up out of money, you will lose the value of your investment.

Options expire every day at 17:00 GMT or 19:30 GMT on Fridays. Therefore, if at that time your price is above (for CALL) or below (for PUT), you will be treated as in the money.

If the price does not reach our predetermined level, the Option will be out of the money.

Payouts from One Touch will be settled every Friday at 19:30 GMT to your account.

What is Option Builder?

Option Builder brings you maximum flexibility and allows you to select your own expiry date and risk vs. reward ratio. Your selection may involve any currently available asset and expiry time within 4 hours of the current time. In the Profit Control, you have several options on how big you want your profits to be when you are in the money, and how much you allow yourself to lose when out of the money. This is a perfect way to minimize your risk and trade controllably.

What is the expiration rate?

It is the price or value of the underlying asset according to Reuters. Or in other words, it is the value at the time when the option expires. This level determines if the option has expired in or out of the money. Every asset will have a different expiry rate.

What is the expiration time?

The expiration time is the time and date at which an option expires.

Where do rates come from?

We obtain the rate feed directly from Reuters using our own algorithms. Rates that you see in the trading boxes of each asset are always up to date and reflect the real market.

I am not able to make the trade. What should I do?

If you are not able to make a trade, it is probably because of these two reasons:

• You don’t have enough money in your account
• Some assets are not available due to extreme market conditions

If you are experiencing a different problem, contact us at [email protected].

What is rollover?

When your investment is displaying a loss, you have the option to postpone the expiry time. Rollover gives you the opportunity to close in the profit.

To activate rollover, you will have to add 30% to your initial investment. Adding 30% not only gives you more time, but you will also get 30% more profit, if your Option turns out to be positive.

The Rollover is available up to 10 minutes before the Expiry. You may apply Rollover only once per each option running. The rollover feature is not available for the last trade of the day.

What is Double Up?

If your Option is showing profit, you have a chance to double it up by clicking Double Up. This will create new trade, with the same conditions. You will have to invest the same amount as you did for the first option, but you will also double your profit.

There are several advantages to doubling up. Once you are sure that your position is positive, you may increase your investment and immediately capitalize on a strong position, thus doubling your money.

Why do rates change all the time?

We enable you to trade in the most dynamic and volatile markets. The fluctuations in the market, in currency rates, and in other parameters affect our fully automated pricing engine. This is why rates may change all the time. When the rates in the bar are green, it means they went up since the last update; when they are red, it means they went down since the last update.

How much can I win?

When your option ends in the money, you will be making a profit of 65 to 75% of the amount invested. If you are trading options using OneTouch, your profits can be as high as 500%!

Example for when the Option ends in the money: You bought a Call Option for 100€ of EUR/USD at 1.4100. If, when the option expires, the value of EUR/USD is 1.4105, you will make a profit of 65 to 75€.

How much can I lose?

Part of your investment will be returned to your account immediately after the option expires. We will return 0% to 10% of your investment, depending on the Option.

When you use Option Builder, you may select your own loss vs. profit ratio. For example, you may select 10% to 60% return on investment in case of being out of money. On the other hand, you may choose your expected profit when you are in the money from 28% to 70%. In essence, the bigger the expected profit, the smaller the return in the event of going out of money.