Player Support
LolaJack keeps a proper backstage crew on hand for punters who hit a snag, whether that is a stuck withdrawal, a verification query or a question about how a bonus works. Support runs around the clock, and most queries get sorted without a long wait in a queue.
How to Get in Touch
- Live Chat — available 24/7 from the small chat icon in the bottom corner of every page, usually the fastest route for account and payment queries.
- Email — help@lolajack.london, best for anything needing documents attached, with replies typically landing within a few hours.
- Phone — +44 20 7946 0958, staffed daily between 9am and 11pm UK time for punters who prefer to talk it through.
Verification
LolaJack asks for a few documents before a first withdrawal clears, a standard step across licensed UK-facing casinos rather than anything specific to a particular account. Punters typically need:
| Document | Purpose |
|---|---|
| Photo ID (passport or driving licence) | Confirms identity and age |
| Proof of address (utility bill or bank statement, last 3 months) | Confirms residential address |
| Payment method proof (card photo with middle digits hidden, or e-wallet screenshot) | Confirms ownership of the deposit method |
Uploads go through the account settings page under “Verification”, and clear turnaround sits at under 24 hours for most submissions, faster if the photos are sharp and fully legible.
Common Issues
A withdrawal is stuck pending. This is normal for the first 24 to 48 hours while the security team runs checks, a delay built into most licensed operators rather than a red flag. Contact live chat if it runs past 72 hours.
A bonus did not credit. Check the qualifying deposit met the minimum stated in the Bonus Terms, and that no other bonus was active on the account at the time, since only one bonus can run per account at once.
Login will not accept a password. Use the “Forgot Password” link on the login screen, which sends a reset email within a couple of minutes, and check a spam folder if nothing shows up promptly.
Responsible Gaming Tools
Every account includes deposit limits, loss limits, session time reminders, a cool-off period of 24 hours to 6 weeks, and full self-exclusion for up to 5 years. Punters worried about their play can reach the Gamblers Anonymous UK helpline on 0330 394 0515, or register with GamStop for a UK-wide self-exclusion covering multiple operators at once. LolaJack’s own support team can also point punters toward these tools directly through live chat, no judgement attached.
Complaints
Any complaint not resolved through the standard support channels can be escalated to LolaJack’s complaints team via help@lolajack.london with “Complaint” in the subject line, and an independent alternative dispute resolution service is available as a final step, details of which are provided in the account terms.