Lucky Game App FAQs - Help Center

General Questions

Is Lucky Game App legal in the Philippines?

Yes, Lucky Game App operates under Philippine Amusement and Gaming Corporation (PAGCOR) licensing and complies with Republic Act No. 9487 regulations governing online gaming operators.

What is the minimum age requirement?

Players must be 21 years or older, verified through government-issued ID document upload during KYC process, per PAGCOR age restrictions.

How long does account verification take?

Standard KYC verification processes within 24 hours during business days, VIP applicants receive priority 4-hour processing.

Can I create multiple accounts?

No, PAGCOR regulations permit only one account per individual, duplicate accounts result in permanent suspension and fund forfeiture.

What if I forget my password?

Click "Forgot Password" on login screen, enter registered mobile number, receive SMS reset code (valid 10 minutes), create new password meeting 8-character minimum requirement.

Account Security

How secure is my personal information?

Platform employs 256-bit SSL encryption, data stored on Philippines-based servers complying with Data Privacy Act of 2012, annual third-party security audits conducted.

Can I change my registered mobile number?

Yes, contact Live Chat support with current number verification + new number, security team processes change within 24 hours with email confirmation.

What happens to my account if inactive?

Accounts inactive 180+ days enter dormancy, requires customer support contact to reactivate, funds remain secure in segregated accounts per PAGCOR requirements.

Does Lucky Game App support two-factor authentication?

Yes, we offer two-factor authentication via SMS as an additional security layer for your account protection.

Deposits and Payments

What is the minimum deposit amount?

100 PHP across all payment methods (GCash, PayMaya, bank transfer, USDT), no maximum limit but daily caps vary by VIP tier (50,000-unlimited PHP).

Why was my deposit not credited instantly?

E-wallet deposits process instantly if payment confirmation received, bank transfers require 5-15 minutes, check transaction reference in Cashier history or contact support if delayed 30+ minutes.

Are there deposit fees?

Lucky Game App charges 0% fees on GCash, PayMaya, bank transfer, USDT deposits, 7-Eleven cash-in incurs 2% processing fee charged by third-party provider.

Can I deposit using cryptocurrency?

Yes, USDT TRC20 accepted with minimum 500 PHP equivalent (~11 USDT at current rates), requires 1-3 network confirmations (average 3 minutes), converted to PHP at real-time exchange rate.

What if I accidentally deposited to wrong account?

Contact support immediately with transaction screenshot and details, reversal possible within 24 hours if funds not yet wagered, subject to verification process.

Withdrawals

What is the minimum withdrawal amount?

200 PHP for GCash/PayMaya, 500 PHP for bank transfer, 1000 PHP equivalent for USDT, maximum 50,000 PHP per transaction (standard members), 500,000 PHP (VIP Diamond+).

How long do withdrawals take?

GCash/PayMaya: 5-15 minutes, Bank transfer: 1-4 hours, USDT: 10-30 minutes, VIP Diamond+ express service: under 5 minutes during business hours (09:00-22:00 PHT).

What is the rollover requirement?

All deposits require 1× wagering before withdrawal (example: 1000 PHP deposit needs 1000 PHP total bets), bonuses have specific requirements 15×-30× stated in promotion terms.

Why was my withdrawal request rejected?

Common reasons: Incomplete KYC verification, unmet wagering requirements, mismatched withdrawal account name vs. registered name, pending bonus wagering, contact support for specific case review.

Can I cancel a pending withdrawal?

Yes, if status shows "Pending" in withdrawal history (not yet processed by finance team), click "Cancel" to return funds to gaming wallet immediately.

Games and Gameplay

How do I know games are fair?

All slots and table games use certified Random Number Generators (RNG) tested by Gaming Laboratories International (GLI), certificates accessible via game info panels, live dealer games broadcast in real-time with no manipulation possible.

What is RTP and where can I find it?

Return to Player percentage indicates theoretical long-term payback (example: 96% RTP means 96 PHP returned per 100 PHP wagered over millions of spins), find RTP in each game's information panel or monthly transparency report.

Can I play games for free?

Select slots offer "Demo Mode" allowing play with virtual credits (not available for live dealer or fishing games), access via game thumbnail "Try" button without login required.

What happens if my game disconnects during play?

Bet remains valid, game result determined at moment of disconnection, funds credited/debited automatically, view outcome in game history, live dealer hands complete even if you disconnect.

How do slot tournaments work?

Register for active tournament (some free, others require buy-in), play designated slots during tournament period, leaderboard ranks highest multiplier win or total wagering depending on format, prizes distributed 24 hours after tournament ends.

Technical Support

How do I download the Lucky Game App?

Android: Visit luckygameapp.click on mobile browser, click "Download APK", allow installation from unknown sources in settings, install and login | iOS: Add website to home screen for PWA experience.

Download Guide

What internet speed is required?

Minimum 3 Mbps for slots and fishing games, 5 Mbps recommended for live dealer HD streaming, platform adapts quality automatically based on connection speed.

Can I play on multiple devices?

Yes, login credentials work across Android, iOS, desktop browsers, but simultaneous logins on multiple devices not permitted for security reasons, newest login terminates previous session.

How do I contact customer support?

Live Chat available 24/7 (access via floating icon bottom-right), average 45-second response time, alternatively email [email protected] (12-hour response SLA) or Telegram @LuckyGameAppSupport.

What languages does support offer?

Filipino (Tagalog) and English support available across all channels, live chat agents bilingual, 95% of queries resolved in first contact.

How do I report a technical issue?

Contact Live Chat with game name, screenshot of error, device type and browser version, technical team investigates within 2 hours, compensation provided if issue caused by platform (bonus credits based on affected bet values).

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