What should I do if I forget my password or the email linked to my account?
Under the "Login" button, click on the "Forgotten Password" link. Then, enter your email address and select "Continue." Within a few minutes, you will receive an email with instructions to set a new password.
If you don’t remember your registered email, you can recover your account through this page.
How can I register?
Click on the "Register" button in the top right corner. Enter your email address. You will then receive an invitation to register in your email. Click on the link and follow the instructions to easily complete the registration process.
What are the requirements for registration?
To complete your registration, you must follow these essential steps:
- Provide and verify your contact and identification details.
- Verify your identity (via Bank ID or Czech Point).
- Have a bank account or payment card in your name and verify these payment methods.
- Set or decline self-restrictive measures.
- Declare the source of your financial funds (required by law).
- Confirm that you are not a politically exposed person.
- Agree to the terms and conditions and personal data processing.
How can I contact you?
You can reach us in several ways:
- Through the contact form available on the Support page.
- By phone at +420 734 383 833.
- By email at podpora@luckybet.cz.
- Via live chat.
We are here for you every day, from Monday to Sunday, from 10:00 AM to 10:00 PM.
Why is it beneficial to set gaming limits?
Setting gaming limits is the most effective tool for responsible gambling. It allows you to control how much time and money you spend on gaming. You can adjust your self-restrictive measures at any time. Stricter limits are applied immediately, while easing them will take effect after at least seven days. This delay helps support responsible gaming practices.
What are self-restrictive measures and how do they work?
Self-restrictive measures, or gaming limits, are required by the Gambling Act. Each player can decide whether to activate any of these legally mandated limits or not.
If you decide to change one of these gaming limits, the process is as follows:
- If you choose to tighten the measures, the change will be applied immediately.
- If you decide to relax the self-restrictive measures, there is a legal waiting period of 7 calendar days for daily limits. For monthly limits, the change will take effect either at the start of the following month or after 7 days, if there are fewer than 7 days remaining in the current month.
You can set and change these limits at any time, but only once per day. The operator is not authorized to interfere with these settings in any way.
Who can register?
Anyone over the age of 18 can register, provided they are not listed in the so-called Register of Excluded Persons ("RVO"). Registration is legally prohibited for individuals listed in the RVO. Additionally, you must have a bank account or payment card in your name.
During registration, I see a message saying that a registration already exists under the provided details.
In this case, it is likely that you already have an account with us. Each player is allowed only one registration and one valid user account with each operator.
How can I verify my identity?
You can verify your identity with us in two ways:
ONLINE
Through the Bank ID service (for this option, you need to have a bank account with one of the following banks: Česká spořitelna, Komerční banka, ČSOB, Raiffeisenbank, Moneta, Air Bank, Fio banka, Banka Creditas, Partners Banka, UniCredit Bank, or mBank).
IN PERSON
If your bank does not support the Bank ID service, you can verify your identity in person at any Czech Point branch. You can find the nearest branch [here].
Make sure to bring your ID card (or passport or driver’s license). At the branch, specify that you wish to verify your identity for LuckyBet. After receiving the public document confirming your identity, please send it to us via email at podpora@luckybet.cz. Once verified, your identity will be approved the same day.
Note: Identity verification at Czech Point branches is subject to a fee of 200 CZK.
How can I change my email or phone number?
You can update these details in your profile under the "Contact Information" section.
What is the minimum deposit and withdrawal amount?
The minimum deposit amount is 1 CZK, and the minimum withdrawal amount is 1 CZK.
How can I deposit money into my user account?
You can deposit money into your user account via bank transfer, online payment card, or using NeteraPay (mobile payment, online payment card, or bank transfer).
How long does a bank transfer deposit take?
If you are depositing funds into your gaming account via bank transfer, the transaction may take 1-3 business days (even for instant payments). For immediate crediting of funds to your account, we recommend using a payment card, the NETERA service, or the Payment Button.
How can I withdraw funds from my user account?
You can withdraw money through your registered and verified bank account. The condition is that you must be the account holder of the used account.
Why is it only possible to play continuously for 120 minutes?
This rule is set by law and requires that each player takes a 15-minute break after 120 minutes of gameplay. After the break, you can continue playing.
What is the Register of Excluded Persons (RVO)?
he Register of Excluded Persons (RVO) is a public administration information system designed to prevent excluded individuals from accessing gambling services.
The Ministry of Finance records individuals in the Register in two ways: by law (automatic registration) and at the request of the individuals themselves.
Persons are automatically added to the Register if they meet certain criteria, such as:
- Recipients of livelihood or housing benefits,
- Individuals assessed for livelihood and housing benefits,
- Those who have been subject to a court-imposed interim order banning gambling and betting,
- Individuals who have been court-ordered to refrain from gambling, playing gaming machines, or placing bets, or who are undergoing treatment for gambling addiction,
- Individuals in bankruptcy (insolvency),
- Those with an obligation to support a dependent child, which they fail to meet, and the child is entitled to substitute support.
For more information, you can visit the Ministry of Finance website. If you are listed in the register, you can also contact the Ministry of Finance by phone at +420 257 041 111.
What is the Panic Button?
The Panic Button is a tool for immediately preventing participation in gambling. It allows a player to instantly exclude themselves from gambling activities for the next 48 hours.
The Panic Button acts as an emergency stop in case gambling becomes overwhelming, and you need a break. Once activated, it automatically excludes you from gambling for 48 hours with all operators (in casinos, gaming halls, betting offices, and online gambling and betting).