What to prepare
Before you contact anybody, save: your Lucky World username, the date and time of the issue, the amount involved, screenshots of the error message or the balance and the full text of any support chat. Without those, a complaint is just a story — with them, it is evidence.
Operator complaints
Open the complaint with Lucky World first. The operator must give you a final written answer within eight weeks of receiving your note — keep that letter, because every regulator and ADR body will ask to see it before they take the case further.
How to complain
If eight weeks pass without a final answer, or you receive one and disagree with it, escalate to the independent ADR body that Lucky World names in its T&Cs. Submit the same evidence pack you gave Lucky World, plus the operator's final letter — the ADR decision is binding on the operator but not on you.
Escalation
If the ADR route also fails, you can report the operator (not the dispute itself) to the UK Gambling Commission at gamblingcommission.gov.uk. The Commission does not refund money, but it uses complaints as evidence when it reviews licences, so your report is not wasted even if your own case is closed.
Adr bodies
IBAS (ibas-uk.com) and eCOGRA (ecogra.org) are the two ADR bodies most commonly listed in UK operator T&Cs. Both are free for the player, both expect your complaint in writing, and both publish their decisions in anonymised form so you can see how similar cases were handled.
What we can do
This site is a review publication — we are not a regulator and we cannot force Lucky World to pay you. What we can do is make sure the brand's policies on this site reflect what the operator actually does; if your experience contradicts what we wrote, send us the evidence and we will update the page or the verdict.