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Lucky Koala Customer Service Guide: Support Channels Explained

If you have any difficulties while using this betting platform, the Lucky Koala customer service team are never far away. Getting in touch is pretty straightforward, and it’s possible to file an official complaint if you feel you’ve been treated unfairly. In this guide, we’ll show you how to contact Lucky Koala and explain the process of resolving complaints.

Luke Jones
Luke Jones

Last Updated: 2024-09-26

Ziv Chen

3 minutes read

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Lucky Koala
Licenses: Curaçao
  • Simple and easy to navigate
  • Decent variety of payment methods
  • Good integration of key betting features
    • Get Bonus
    Payment Methods
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    Overall Rating

    4/5

    How to Contact Lucky Koala Customer Service?

    The easiest way to find answers to any questions you might have is by opening the FAQ page from the link at the bottom of the sportsbook. 

    The FAQ offers instant answers to lots of different questions, but if you still need assistance, you can also contact the customer service team.

    The live chat allows you to connect with the support team at any time, but you can also send an email to the support email address if you prefer. There’s no Lucky Koala customer service number. However, you should receive a response by email or chat relatively quickly. 

    Live chat24/7
    Phone supportN/A
    Email support[email protected]

    How to Make a Complaint About This Bookmaker?

    Lucky Koala is owned by NewEra and licensed by the Curacao Gaming Control Board. The terms of the licence mean that the site must treat users fairly, taking measures to ensure their issues are dealt with properly. 

    If you’re using a licensed betting site, it doesn’t necessarily mean that you’ll never encounter an issue. However, it does mean that the sportsbook will deal with any problems through the customer service team.

    Understanding the Challenge

    Issues you could potentially encounter while using Lucky Koala include:

    Initial Steps for Resolution

    If you encounter any of these issues or any other problem, your first step should be to contact the customer support team. The Lucky Koala customer service live chat icon is present on every page of the site and can be found in the bottom right corner. Simply open this, enter your name and email address and then type out your message.

    Alternatively, you can contact the support team by email. Whichever option you choose, ensure you provide all the details of the issue you’re having.

    Even if you’re frustrated or upset by the problem, remain calm and polite in your messages, as the customer support team will do their best to help you. 

    Adjudicative Action

    Sometimes, simply raising your issue with the customer service team isn’t enough. If you find that the Lucky Koala betting support hasn’t resolved your problem or that the resolution is unsatisfactory, you can file an official complaint. 

    The Lucky Koala dispute resolution page provides all the details on how you can file an official complaint. 

    The customer service team will aim to respond to any customer issue within 48 hours, but once an official complaint is made, they will aim to resolve it within ten days. 

    Alternatively, you can reach out to the sportsbook’s regulator, the Curacao Gaming Control Board, to make a complaint.

    When making an official complaint, it’s important to include all the specifics of the issue and your previous attempt to contact the support team. If possible, provide screenshots as evidence. 

    Alternative Ways to File a Complaint Against Lucky Koala

    Sometimes, the resolution offered by the Lucky Koala online customer service may be unsatisfactory. If that’s the case, you can use the following to have your concerns heard:

    • Alternative Dispute Resolution Provider (ADRP) – If attempts to resolve the complaint with the support team have failed, you can contact an ADRP, which will adjudicate on your behalf to reach an outcome that’s fair for both parties. These are independent services that have experience dealing with customer complaints. 
    • Social Media Reviews – Social media is a great tool for getting your experiences listened to. If you feel your complaints have been ignored, you can leave comments, reviews and complaints on public social media pages. Sites such as Trustpilot let you share your personal experiences with other users, and the Lucky Koala support team may also acknowledge your review. 
    Luke Jones
    Luke JonesSports Betting Writer

    With over a decade of experience writing about sports, sports betting, and iGaming, Luke has witnessed the industry’s evolution first-hand. A fan of football, blackjack and live dealer games, Luke is always keeping an eye on the sports betting and iGaming scenes.