Channels and hours
| Channel | Hours | Suited to | Usual answer time |
|---|---|---|---|
| Live chat | 24 hours a day | bonus activation, login, payout status | about a minute |
| support@lolajack.com | 24 hours a day | documents, disputes, anything with an attachment | 24 to 48 hours |
| dpo@lolajack.com | working days | personal data requests | — |
| Help Centre | always open | Bonuses & Promotions, Casino, Deposits, General, My Account & Verification, Sportsbook, Technical, Withdrawals | — |
What to have ready
- The e-mail address of the account or the account ID, given at the start of the conversation.
- The transaction reference from the cashier for any question about a deposit or a payout.
- A screenshot of an interrupted round or of an error message, attached to an e-mail.
- The name of the bonus and the time of activation when a bonus has not been credited.
- One question per message, so that each answer can be matched to it.
When e-mail is the better channel
E-mail suits anything that needs a written record, such as a dispute about a settled bet, a self-exclusion request or a document that the account area has rejected. A useful message states the account e-mail address, the date and amount of the transaction, the cashier reference and a short description of what was expected. The thread is kept as the record of what has been agreed, and a reply follows within 24 to 48 hours.
The Help Centre
The Help Centre is organised into Bonuses & Promotions, Casino, Deposits, General, My Account & Verification, Sportsbook, Technical and Withdrawals, and it sets out the wagering rules, the document list and the payout times. When an answer in the chat differs from the Help Centre text, a written confirmation of the chat answer is requested by e-mail before any action is taken on it.