Frequently asked questions

GENERAL
ACCOUNT
PROMOTIONS
DEPOSITS / WITHDRAWALS
TECHNICAL
GENERAL
Who can play at Irish Luck Online Casino?
Irish Luck is open to players worldwide and accepts players from all around the world, unless they are mentioned on our restricted countries list, such as: Israel, Ukraine, Poland, Russian Federation, Belarus, Hungary, India, Malaysia, China, Romania, Canada, and the Netherlands Antilles. Only players that meet our minimum allowed age of 18 (eighteen) years or older are permitted to play at Irish Luck.
How can I contact you?
You can contact Irish Luck Customer Support Team 24/7 via email at [email protected], by calling one of our toll-free phone numbers +1 888 512 16 95 (US) / +33 413 682 294 (FR) or via the on-site Live Chat feature.
ACCOUNT
Can I own more than one account?
Only one active Irish Luck account is permitted per person or household. Creating multiple accounts per person and/or household may result in that user’s winnings being voided, with all his/her accounts being terminated.
Can my spouse/partner/family member also have an account at Irish Luck?
Only one active Irish Luck account is permitted per person, household, address, computer and IP Address. Creating multiple Irish Luck accounts in your household may result in you being banned from any future participation at Irish Luck Casino, in addition to all your winnings being voided. For more information, we strongly advise you to consult our Customer Support Team.
I forgot my Username. How can I retrieve it?
If you forgot your Username, don’t fret. Our Customer Support Team is here for you 24/7, and would be happy to assist you with your forgotten username. To start your Username retrieval, please contact us via Live Chat, phone or email; and provide your full name, address and date of birth to complete your verification process; then a customer support representative will remind you of your username.
I forgot my Password. How can I retrieve it?
If you seem to have forgotten your password, there are several methods you can follow in order to reset it. You can either follow the onsite "Forgot Password" option available both via the download and the instant play version of the site; or else contact our Customer Support Team via Live Chat or phone to set up an account verification process with one of our customer support representatives. Once your account has been verified, your password will be reset. Please note that for security reasons, we suggest changing your password under the Cashier section once you have successfully logged in, to avoid future log-in complications and to properly secure your account.
Why can’t I log in to my account?
There are several reasons as to why you might be unable to log in to your Irish Luck account; the most common reason is because you've typed in an incorrect username or/and password. Firstly, we recommend that you make sure that your password has been typed correctly. Please be advised that all passwords are case-sensitive so you may need to validate that your Caps Lock key is not on. If you have already tried logging in again and failed and you believe that your username and password are correct, we recommend that you contact our Customer Support Team.
PROMOTIONS
How do I redeem a bonus?
To claim a bonus, simply navigate to the Cashier section of your account, go to the Claim Promotion tab and choose one of the bonuses provided. We strongly advise players to redeem their Bonus Coupon before depositing funds to their account. Once you make a deposit, the funds will be automatically updated to show your bonus. Bonuses can only be redeemed on deposits that were not played with yet.
What should I do If I didn’t get my bonus?
There are many reasons as to why your bonus was not properly redeemed. To help find the reason and provide a proper solution we recommend that you contact Irish Luck Customer Support before placing any wagers on your deposit. Our sympathetic agents will make sure your bonus is successfully activated.
What is Playthrough / Wagering?
Playthrough or Wagering requirement refers to the amount which needs to be placed in bets in order to make the balance withdrawable. For more information regarding a particular bonus playthrough or wagering conditions, please consult our Customer Support Team.
What is Max Cash-Out?
Max cash-out bonus limitation applies to certain bonuses and limits the amount the player can withdraw from their winnings with that bonus. If you have redeemed a bonus that mentions a max cash-out limitation under the bonus Terms & Conditions, you may only withdraw earnings up to that bonus max cash-out amount. If your earnings have surpassed the max cash-out amount, then once the bonus playthrough/wagering requirement was met and your account balance has automatically readjusted to show your winnings, your account balance will automatically set itself to the max cash-out amount.
Why can’t I access certain games after redeeming a bonus?
Please be advised that certain games such as Baccarat, Craps, and Pai Gow Poker are always restricted when activating a bonus unless otherwise stated under the Bonus Terms & Conditions. For further details regarding your bonus or any bonus game restrictions, we recommend that you review the Bonus Terms & Conditions before claiming it, as some bonuses only apply to particular games.
Can my bonuses expire?
While similar rules may apply to different bonuses, each bonus has a different expiration date. Standard Monthly Bonuses are valid throughout the month in which there were issued and expire on the last day of that month, while special promotional bonuses are valid only until the time specified under that bonus’s T&C. For more information, we recommend players to review the Bonus Terms & Condition section, or else to consult our Customer Support Team.
How do I become an Irish Luck VIP member?
To join the Irish Luck VIP Club, you must first qualify for it, based on the criteria listed on our VIP Page. Once your criteria are met, you may contact [email protected] and request for your account to be evaluated for a VIP upgrade. Once your account has been approved for an upgrade, your personal account manager will send you a notification which includes the details of your current status as well as your special VIP class benefits and special offers that come with it.
DEPOSITS / WITHDRAWALS
How do I place a deposit?
To place a deposit simply navigate to the Cashier section of your account and navigate to the deposit tab. Under the "Deposit" tab, choose your preferred deposit method from the following: Credit or Debit Card. Please note that more deposit methods may appear; they are applicable according to the player’s location.
How do I make a withdrawal?
Before attempting to send a withdrawal request, you have to first send us the proper documentation. Withdrawal documentation is required to ensure that your money is secured, and to prevent any mistakes during the withdrawal process. To find the full list of the required withdrawal documentation, please check p.6 of our Term & Conditions page. Once all your withdrawal documents are approved by our Finance Department, you can send out withdrawal requests using the Withdrawal tab of the Cashier section of your account.
How long does it take for me to receive my withdrawal?
It may take up to 4 business days after you supply us with the proper withdrawal documentation until it is processed and approved. For the detailed list of the required withdrawal documentations, please consult p.6 of our Terms & Conditions. After all of your documents are approved, we will start processing your withdrawal request. The processing time for withdrawal requests usually takes 3 to 7 business days. After the player’s withdrawal request has been fully processed and approved, we will send a notification to the player via email and update him/her regarding his/her withdrawal. Please be advised that it may take 3 to 7 business days after your withdrawal has been approved until the funds appear on your credit card/bank account; due to international fund transfer time.
Why was my withdrawal request denied?
There are several reasons as to why our Finance Department might have rejected a withdrawal request, where the most common reason is usually due to wrong information provided by the player in the documentation. To avoid such cases, please make sure that all the details are filled out fully and correctly. Please contact our Customer Support Team for more information.
TECHNICAL
How can I be sure that all the games are played fairly?
To assure that all games are played in the fairest way possible, we use state-of-the-art random number generator software that has been certified by Gaming Laboratories International (GLI).
Can Irish Luck be played on a Mac?
While the Irish Luck Instant Play version is fully supported on Mac, Irish Luck downloaded software is not compatible with Mac at the moment.
What time zone does Irish Luck operate on?
Irish Luck operates on Eastern Standard Time.
What happens if I get disconnected in the middle of a game at Irish Luck?
Irish Luck servers work on a constant basis while saving your game progress automatically throughout your gameplay whenever you’re online; so even if you are disconnected mid play, our Irish Luck platform will remember where you were when you got disconnected and will reconnect you to that same place. To avoid any possible complications, we advise players to log back to the Irish Luck platform using the same device that was used upon their last disconnection. Please note that not logging in to the platform using the same device may result in the player not being able to continue playing using his/her last active wager. For more information please consult our Customer Support Team.
Why am I not receiving emails from Irish Luck?
Sometimes certain email provider algorithms wrongly find certain emails suspicious and so they block them and prevent them from reaching players’ mailboxes. For this reason, we recommend that you check your Spam/Junk folder if you have missed a specific Irish Luck email. To avoid future missed mails, and to ensure that you will keep getting emails from Irish Luck, we highly recommend that you add [email protected] to your Safe Sender List or Address Book.
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