How Can We Help?
Our support team is available around the clock to assist with any questions about your account, payments, games, or promotions.
Exceptional Support Rating
Based on response time, resolution rate, and player satisfaction surveys.
Contact Options
Choose the contact method that works best for you. Our support agents are trained to assist with all aspects of your LolaJack experience.
Live Chat
Connect instantly with a support agent. Available 24/7 in multiple languages.
Average wait: under 2 minutes
Email Support
Send a detailed message for complex queries. Our team will respond promptly.
Access via your account dashboard
Response within 24 hours
Help Center
Browse our knowledge base for instant answers to common questions.
500+ articles available
Updated daily
Support Tickets
Create a ticket for issues requiring documentation or follow-up investigation.
Track status in real-time
Escalation available
VIP Support
Dedicated account managers for VIP players with priority assistance.
Exclusive to VIP members
Direct line access
Community
Connect with other players, share tips, and get peer support.
Active player community
Moderated discussions
How to Contact Support
Follow these simple steps to get help from our support team.
Log In
Sign in to your LolaJack account to access all support options. This helps us verify your identity and pull up your account details.
Choose Method
Select live chat for instant help, or create a support ticket for issues that need documentation or detailed investigation.
Get Help
Describe your issue clearly. Our agents will guide you to a solution or escalate to specialists if needed.
Popular Help Topics
Find quick answers to the most frequently asked questions. Click any topic to expand.
Account & Registration
Account & Registration
How do I create an account?
Click the "Sign Up" button on the homepage. Enter your email, create a password, and provide the required personal details. You must be 18+ to register. Verify your email address to activate your account.
I forgot my password. What do I do?
Click "Forgot Password" on the login page. Enter your registered email address, and you will receive a reset link. The link expires after 24 hours. If you do not receive the email, check your spam folder or contact support.
Can I have multiple accounts?
No. Each player is allowed only one account. Multiple accounts violate our terms and may result in account closure and forfeiture of funds. If you have account access issues, contact support instead of creating a new account.
Deposits & Payments
Deposits & Payments
What payment methods are accepted?
We accept Visa, Mastercard, bank transfers, e-wallets like Skrill and Neteller, and various cryptocurrencies including Bitcoin and Ethereum. Available methods depend on your country. Check the cashier for options available to you.
How long do deposits take?
Most deposits are instant. Card payments and e-wallets typically credit within seconds. Bank transfers may take 1-3 business days depending on your bank. Cryptocurrency deposits require network confirmations, usually 10-30 minutes.
My deposit did not arrive. What should I do?
First, check your payment provider to confirm the transaction was successful. If the payment went through but funds are not in your casino account after 1 hour, contact support with your transaction ID or receipt for investigation.
Withdrawals
Withdrawals
How do I withdraw my winnings?
Go to the Cashier section and select "Withdraw." Choose your preferred method, enter the amount, and confirm. Your account must be verified before your first withdrawal. See our full withdrawals guide for details.
Why is my withdrawal pending?
Withdrawals go through a review process that typically takes 24-48 hours. This includes verification checks and fraud prevention. Large withdrawals may require additional documentation. You will be notified if any action is needed.
Can I cancel a pending withdrawal?
Yes, you can cancel a withdrawal while it is still in pending status. Once processing begins, cancellation is not possible. To cancel, go to your pending transactions and click "Cancel." Funds will return to your casino balance immediately.
Bonuses & Promotions
Bonuses & Promotions
How do I claim my welcome bonus?
The welcome bonus is automatically applied to qualifying first deposits. Make sure to deposit the minimum required amount. If the bonus does not appear, check that you have not opted out of bonuses in your account settings, or contact support.
What are wagering requirements?
Wagering requirements indicate how many times you must bet the bonus amount before withdrawing. For example, a 35x requirement on a €100 bonus means you must wager €3,500 in total. Different games contribute different percentages toward wagering.
Can I forfeit a bonus?
Yes. Go to your bonus balance section and select "Forfeit Bonus." This will remove the bonus and any associated winnings, but your remaining real money balance will become withdrawable. This action cannot be undone.
Technical Issues
Technical Issues
A game froze during play. What happens to my bet?
If a game disconnects mid-spin, the result is determined by the server and recorded. Refresh the page or restart the game to see the outcome. Your balance will reflect the correct result. If there is a discrepancy, contact support with the game name and time.
Games are loading slowly. How can I fix this?
Try clearing your browser cache and cookies. Ensure you are using a supported browser (Chrome, Firefox, Safari, Edge). Disable browser extensions that might interfere. Check your internet connection speed. If issues persist, try a different device or network.
Which browsers are supported?
We support the latest versions of Chrome, Firefox, Safari, and Edge. Internet Explorer is not supported. For the best experience, keep your browser updated. Mobile browsers on iOS and Android are fully supported.
Responsible Gaming
Responsible Gaming
How do I set deposit limits?
Go to Account Settings and select "Responsible Gaming." You can set daily, weekly, or monthly deposit limits. Decreases take effect immediately; increases have a 24-hour cooling-off period for your protection.
How do I self-exclude from the casino?
Contact support to request self-exclusion. You can choose a temporary period (24 hours to 6 months) or permanent exclusion. During exclusion, you cannot access your account or create new ones. This decision is irreversible for the chosen period.
Where can I get help for gambling problems?
If you or someone you know has a gambling problem, please reach out to organisations like GamCare, Gamblers Anonymous, or your local gambling helpline. Links to these resources are available in our Responsible Gaming section and the footer of every page.
Still Need Help?
Our support team is ready to assist you. Start a live chat for instant help or browse our complete help center.