Question 03
AceLucky support: who answers, and how fast?
Two everyday channels, one formal route. AceLucky points players to LiveChat and to customersupport@instantgamesupport.com. Complaints go to complaints@instantgamesupport.com, are acknowledged within 24 hours, and the whole process should end within eight weeks, after which eCOGRA handles disputes at no charge.
Last updated October 2026Contact routes the operator publishes
| Channel | Detail | Operator source |
|---|---|---|
| LiveChat | Named in the terms and on the withdrawals page; the terms place the Responsible Gaming Team on live chat "24/7 on the Support tab". | GB terms, sections H and I |
| Support email | customersupport@instantgamesupport.com | GB terms; withdrawals page |
| Safer-gambling email | playerrelationship@instantgamessupport.com (spelled this way in the terms) | GB terms, section I |
| Complaints email | complaints@instantgamesupport.com | GB terms, section P |
| Phone line | Use live chat or email for support | Contact options in the GB terms |
Source: AceLucky GB terms
The About page also claims "a knowledgeable and experienced support team available 24/7" reachable "via our contact form, email or live chat". Try live chat before depositing if a quick response matters to you.
Source: AceLucky About us page
If something goes wrong: the complaints clock
- Raise it within 6 months of the incident, by email to the complaints address.
- Acknowledgement within 24 hours, according to the terms.
- Final decision within eight weeks from your first complaint, with a written note that the internal process has ended.
- Escalate to eCOGRA, which the terms name as the ADR entity, "free of charge".
"The applicable ADR entity is eCogra free of charge."
Source: AceLucky GB terms, section P
Keep screenshots of chat transcripts and note the time of each message. An ADR body will ask what you sent and when.
Tips for a quicker answer
- Withdrawal question? Say which method you chose and the date of the request; the timetable on our payments page tells you when to chase.
- Verification hold? Send the documents the terms list in one go rather than piecemeal.
- Want a break? Ask for a cooling-off period or self-exclusion; the team is also reachable for limit questions.