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CUSTOMER CUST OMER SERVICE Standard replies for all customer communication communication

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Table of Contents Account Opening ........................................................................................ 4 Account Verification ................................................................................. 4 Log In ...................................................................................................... 4 Failed Log-in ........................................................................................... 4 Lost Username/Password Username/Pass word ............................................................................ 5 Registrations Registration s ............................................................................................. 5 10 FREE FRE E Spins ........................................................................................ 5 Valid games game s for fo r 10 FREE spins .................................................................. 6 Problems depositing/ de positing/placing placing bets .............................................................. 6 Withdrawals .............................................................................................. 7 Minimum Amount .................................................................................... 7 Why is my withdrawal withdr awal still st ill pending? pen ding? .......................................................... 7 Payments .................................................................................................. 7 What methods met hods of payment do you take? take ? .................................................... 7 Why is my card not accepted? ac cepted? .................................................................. 7 Bonuses .................................................................................................... 8 Match Bonus ........................................................................................... 8 10 FREE FRE E Spins ........................................................................................ 8 Available Games ................................................................................... 9 Avatars ..................................................................................................... 9 What do they do? .................................................................................... 9 KYC ........................................................................................................ 10 Proof of o f ID ........................................................................................... 10 Validate Account Ac count ................................................................................ 10 Incorrect Incorrec t Account Details ..................................................................... 10 Withdrawals ....................................................................................... 11 Account Amendments ............................................................................... 11 Account Suspended ............................................................................... 11 Account Terminated ............................................................................... 12 Self-Exclusion Self-Exclus ion ....................................................................................... 12 Trouble Shooting ..................................................................................... 12 Browser problems ................................................................................. 12 Technical error ...................................................................................... 13

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Restricted Territories Territor ies ................................................................................ 13 Problem Gamblers .................................................................................... 13 Complaints Procedure ............................................................................... 14 Signatures (MUST be in company font: Verdana) ......................................... 14 Customer Service .................................................................................. 14 Marketing ............................................................................................. 15 Personal ............................................................................................... 15

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Account Opening Hi xxxx, To open an account, please click on 'Open Account' at the top of the page. You will then be taken through the registration process where you will need to complete the requested details in order to register your account. Please be advised that you must be over 18 and from an eligible country in order be able to open an account. We do not currently accept bets originating from Belgium, Cayman Islands, Denmark, France, Vatican City, Iran, Iraq, Israel, I srael, Italy, Japan, North Korea, Poland, Saudi Arabia, Turkey or the United States of America, if you are a resident of one of these countries then you will not be able to open an account with Gold Luck casino or be allowed access to the betting platform or any of the services that we provide.

Account Verification Hi xxxx, Thank you for forwarding us your documents. We have now been able to verify your account details and you are free to deposit and play at Gold Luck casino. Good luck!

Log In Failed Log-in Hi xxxx, In order to resolve this issue please click the 'Forgot Your Details?' link Details?' link in the bar at the top of the page and follow the instructions. Should this not help please contact customerservice@goldluckcasino. [email protected] com with details of your problem and any error messages you have received and we will happily assist you further. Please remember to include your username when contacting us regarding any log-in or data access problems.

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Lost Username/Password Hi xxxx, In order to retrieve your password or username please follow these instructions… Go to the Gold Luck Casino homepage https://goldluckcasino.com/ https://goldluckcasino.com/ click on the log-in tab at the top of the page and then the link: forgot your details? Log-in >> Forgot your details? >> enter your username* >> enter the word displayed in the Captcha. Enter your username and complete the word Captcha and new password details will be sent to the email box that you registered on sign-up. (*If you do not remember your username click forgotten log-in ID? and follow the instructions.) Please Note: Once a new password has been sent to you we advise you to immediately log into your account and change this password for something easier to remember. Make a note of your new password somewhere safe and for security reasons we recommend that you change your password at least once every three months. Regrettably your username cannot be changed.

Registrations 10 FREE Spins Congratulations! You have just signed up to Gold Luck Casino one of the friendliest and best places to play online slots and casino games. As a very special welcome gift to you our newest player we are pleased to offer you a sign-up bonus of 10 FREE spins on the t he xxxxxx xxxxxx slots game. To take advantage of this amazing FREE offer just log into your players account at www.goldluckcasino.com open xxxxx xxxxx slot game and you can use your 10 FREE spins right away with no other wagering requirements. Everybody here at Gold Luck Casino would like to take this opportunity to welcome you to our family and wish you the very best of luck playing at Gold Luck Casino.

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(For the Terms & Conditions that apply to this promotion please go to…. https://goldluckcasino.com/prom https://goldluck casino.com/promotions-t-c-en otions-t-c-en ) )

Valid games for 10 FREE spins Hi xxxx, Your 10 FREE spins are available with the following games only:      

Big Kahuna Lucky Witch Secret Santa Riviera Riches The Osbournes Deck the Halls

We reserve the right to allocate any of these games as we deem appropriate, you will be entitled to your qualifying FREE spins for you to use on one specific game as allocated by Gold Luck Casino. The Free Spins are valid for 7 days only and must be used within this period. Deposits & Bets [Once a player account is fully activated there will still be occasions where they may not be able to bet. Here are replies for some of the more common ones:]

Problems depositing/placing bets Hi xxxx,

Sorry to hear that you are having problems with depositing or placing bets at Gold Luck casino. Once a player account is fully activated there still may be some occasions where you may not be able to place a bet. Here are some of the more common ones reasons why this may happen…. 

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Your account could show an Active Status but still not been fully checked by our automated checking system. You may need to contact customer service or when available the Live Support. On the Casino games, very occasionally a transaction will become 'stuck' you will then see an error code. Should you get this th is drop us an email and we will look to resolve this for you. Your Account may have timed out, if this is the case simply logging out then back in again will fix this.

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You may have set a limit on your account, as part of our Responsible Betting policy you can set limits on your account, you may have hit this limit.

I hope this has been of help to you, however if you feel that any of these explanations explanations do not apply to your situation or you continue in experiencing difficulty with your account please contact customer service or if available available use service. our ‘Live Chat’ service.

Withdrawals Minimum Amount Hi Xxxx,

Unfortunately the withdrawal of £xx that you have attempted to make has been cancelled as it is below the minimum amount for withdrawal of £20. This means that the £xx will still be showing in your user account. We apologise for any inconvenience that this may cause you.

Why is my withdrawal still pending? Hi xxxx, Once you have made a withdrawal request, it will show as pending whilst being processed by our finance department. If you do not have your withdrawal within 5 business days please contact [email protected] .

Payments What methods of payment do you take? Hi xxxx, We currently only accept debit and credit card c ard payments as well as Netteller and Skrill (formerly Moneybookers). For full details please click here here..

Why is my card not accepted? Hi xxxx,

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Reasons for rejection can be:   

Insufficient funds in your bank account. The bank's server could not be reached. Some cards don't support online transactions. Ask the bank to activate this service. Contact your card issuer if in doubt.

We do not currently accept American Express cards or cards registered to American citizens.

Bonuses Hi xxxx,

All promotional credits applied will be viewable in the bonus section of the 'Your Account' page. This information will tell you how much credit you received and the promotion name. It also will advise you how much play through you have to achieve and what you have achieved to date. Your bonus will not show as a real credit until you achieve the play through requirement, at which point it will automatically automatically transfer into your real Balance. Bonuses are not available for withdraw until the play through criteria is reached. For bonuses attached to deposits, neither the bonus nor the deposit are available for withdraw until either the play through is achieved or the bonus is lost and deposit played through at least once. Should you wish not to take part in a particular promotion, bonuses can be cancelled by emailing [email protected] with your Username and request for bonus cancellation.

Match Bonus Hi xxxx, To release your match bonus you must first play through the wagering requirements as set out in our terms and conditions. https://goldluckcasino.com/p https://goldl uckcasino.com/promotions-t-c-en romotions-t-c-en.. Once you achieve this only then is the bonus released. re leased.

10 FREE Spins Hi xxxx!

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Due to the volume of requests, the 10 FREE spins are allocated at 12pm and 12am UK standard time each day. If you have not already received your 10 FREE spins then you will certainly do so at the next allocation. You should keep checking your email inbox and your GLC account for notification.

Available Games Hi xxxx, The games we currently have available for this promotion are: Big Kahuna, Lucky Witch, Deck the Halls, The Osbournes, Riviera Riches, Secret Santa. You will receive an email with all the game details soon. Please ensure that you have supplied us with your correct email address and that you enable marketing@goldluckca marketing@ goldluckcasino.com sino.com in your safe senders list so that the message does not go to your spam folder. Check your inbox and your Gold Luck Casino account regularly.

Avatars What do they do? Hi xxxx, Your Avatar is a picture of your choice that is displayed in certain games and in your account.

How do I get one? Hi xxxx, To activate your avatar first click on your 'My Account' tab in your account client. The Avatar box is on the right hand side of the screen, click the 'Choose File' tab and in the box that opens up chose a picture from your computer (please note small pictures work best). Once you have selected a suitable picture, press the 'Save' button and your Avatar will upload to the site.

Why does it disappear when I log out? Hi xxxx, Your Avatar picture has to be officially approved, approved, until then only you will see it. If you want the rest of the world to see your Avatar in all its glory then please email

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[email protected] and ask us to approve your upload. As long as the picture is deemed not to cause offense we will happily comply, and your Avatar will be there for all the world to see. 

KYC Proof of ID Validate Account Hi xxxx, In relation to your account validation, in order for us to verify your account details we would ask that you supply copies of the following: following: Proof of ID such as Passport, Driving Licence or Government Issued ID. Any Official Proof of Address (dated within the last 3 months) this can be a Utility Bill (not mobile phone), Bank Statement or Official Government Document. You can scan or photograph these documents and email them to us or if you prefer send a Fax copy to the number below. We ask that you try to ensure the copies are clear and not cropped in any way or we will be unable to accept them. Upon receipt we will look to then validate your account as soon as possible. Should you need any further advice or assistance feel free to either reply to this email or phone our contact number below.

Incorrect Account Details Hi xxxx! In order to remain compliant with AML regulations we have to ensure a reasonable amount of due diligence. We must ensure that a person is who they say they are and that they are over the age of 18, and we have to be seen to be doing this. We offer a common sense approach to this, and if you feel you may have entered details wrongly we are happy to correct details and resubmit a manual check to ensure their accuracy should a player wish for us to try. Alternatively Alternatively you can send the following, which will have been contained in the email you are likely to have missed: In relation to your account validation, in order for us to verify your account details we would ask that you supply copies of the following: following:

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Proof of ID such as Passport, Driving Licence or Government Issued ID. Any Official Proof of Address (dated within the last 3 months) this can be a Utility Bill (not mobile phone), Bank Statement or Official Government Document. You can scan or photograph these documents and email them to us or if you prefer send a Fax copy to the number below. We ask that you try to ensure the copies are clear and not cropped in any way or we will be unable to accept them. Upon receipt we will look to then validate your account as soon as possible. Should you need any further advice or assistance feel free to either reply to this email or phone our contact number below. Please note your account is temporarily suspended suspended until validation is complete. Once validation is complete you will have full access to Gold Luck Casino and can go on to participate participate in our fantastic promotions.

Withdrawals Hi xxxx, Before we can process your withdrawal we would kindly ask that you supply copies of the following: Proof of ID such as Passport, Driving Licence or Government Issued ID. Official Proof of Address (dated within within the last 3 months) this can be a Utility Bill (not mobile phone), Bank Statement or Official Government Document. You can scan or photograph these documents and email them to us or if you prefer send a Fax copy to the number below. We ask that you try to ensure the copies are clear and not cropped in any way or we will be unable to accept them. Upon receipt we will look to then validate your account as soon as possible. Should you need any further advice or assistance feel free to either reply to this email or phone our contact number below.

Account Amendments Account Suspended Hi xxxx, Regrettably Regrettably Gold Luck Casino have been forced to suspend your account until further notice. The reason we have decided upon this course of action is….. (Insert reason here) If you feel that you may have been unjustly treated regarding this matter or that we have suspended your account in error please send an email outlining your

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argument to [email protected] with your username and RE: Account suspension in suspension in the subject line and we will look into your case. Please allow a minimum of 7 days for our team to conduct any investigation that may be necessary. Unfortunately Unfortunately you will be unable to use the site during this time.

Account Terminated Hi xxxx, Regrettably Regrettably Gold Luck Casino have decided to terminate your account with us effective immediately. immediately. We feel that this is in the interests of both parties and as such this decision is final and irrevocable. We are not prepared to enter into any future discussions regarding this matter and as such any further communication will be discarded. Any outstanding credit that may remain in your account will be repaid to your payment provider provider by our accounts team at the earliest convenience.

Self-Exclusion Hi xxxx, We are sorry that you feel the need to exclude yourself from playing at Gold Luck casino

Trouble Shooting Browser problems Hi xxxx, Whilst we always try to ensure full compatibility with all browsers/operating systems occasionally occasionally there may be a problem due to the number of different browsers available and also computer configurations. With the internet a lot of these can be fixed by simply refreshing the page should this not work next step is the clearing of cookies and the cache on your chosen browser. Here is a link to a list of the more popular browsers and how you can do just that: http://www.wikihow.com/Cl http://www.wi kihow.com/Clear-Your-Brows ear-Your-Browser's-Cache er's-Cache Should you continue to have problems with a particular browser we advise you

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try an alternative, if problems persist feel free to drop us an email describing what the issue is and we will assist the best we can. It is always useful in these circumstances to take a screen shot of the problem you are having, links to how to do this can be found here: PC: http://www.w http://www.wikihow.com/ ikihow.com/Take-a-Scree Take-a-Screenshot-in-Microsof nshot-in-Microsoft-Windows t-Windows Mac: http://www.apple.com/findouthow/mac/#capture screen (Please note we have no affiliation with any of the above sites)

Technical error Hi xxxx,

Thank you for bringing this error to our attention. We are aware of the problem and are working to resolve the issue. It appears to be from the developer ’ s side but I do not think th ink that this is something serious. We hope to have the games functioning normally within the hour (if not before!)

If you do happen to notice any future errors whilst playing at Gold Luck casino it would help us to know what game you are playing, the date and time and either a screenshot or an exact description description of the error message that you are getting so that we can forward this to our technical team. Feedback such as this can help us to resolve any issues far quicker.

Restricted Territories Hi xxxx, Regrettably we do not currently accept bets originating from Belgium, Cayman Islands, Denmark, France, Vatican City, Iran, Iraq, Israel, Italy, Japan, North Korea, Poland, Saudi Arabia, Turkey, Singapore, South Africa or the United States of America, if you are a resident of one of these countries then you will not be able to open an account with Gold Luck casino or be allowed access to the betting platform or any of the services that we provide.

Problem Gamblers

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Complaints Procedure Hi xxxx, We do try to resolve any customer issues that may occur in a fair and unbiased way, however if you do have cause to complain about anything that has happened as a consequence of your dealings with Gold Luck Casino, please notify us by email at [email protected] , and the management management team will look into the circumstances c ircumstances of your complaint. We will deal with your complaint as quickly as we reasonably can but you should allow 7-10 days for any internal investigation to take place before contacting us again. We may as necessary, request appropriate evidence from you for the purposes of settling your complaint. complaint. If you feel the complaint was not resolved satisfactorily then please escalate to our complaints department by emailing to [email protected] . If a complaint is not resolved to your satisfaction by the use of our internal complaint procedure, you may refer the matter to an independent adjudicator called Independent Betting Adjudication Adjudication Service (IBAS) who can be found at the following web address www.ibas-uk.com www.ibas-uk.com.. They can offer impartial advice on any dispute. We will always abide by any IBAS decision, provided all relevant information has been accurately relayed to them. Complaints may also be referred to the Isle of Man Gambling Supervision Commission (GSC) following the complaints procedure set out at www.gov.im/gambling/players.xml . Thank you,

Signatures (MUST be in company font: Verdana, size 12) Customer Service Regards,

Customer support team.

Gold Luck Casino | www.goldluckcasino.com | customerservi customerservice@goldluc [email protected] kcasino.com

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GoldenBoys Bet Limited - 227 Clinch's House, Lord Street, Douglas, IM99 1RZ, Isle of Man.

***** Email confidentiality notice ***** This message is private and confidential. If you have received this message in error, please notify us and remove it from your system.

Marketing Regards,

Marketing department GLC

Gold Luck Casino | www.goldluckcasino.com | marketing@gold [email protected] luckcasino.com GoldenBoys Bet Limited - 227 Clinch's House, Lord Street, Douglas, IM99 1RZ, Isle of Man.


Personal Regards,

Nick Shepherd.

Casino Operations Manager Manager | Gold Luck Casino | 01624 618 156 | GoldenBoys Bet Limited - 227 Clinch's House, Lord Street, Douglas, IM99 1RZ, Isle of Man.

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