Players who encounter issues while betting on sports or playing at the LuckyBear online casino can receive detailed assistance by contacting the website’s customer support. The support team is available 24 hours a day, 7 days a week, dedicated to promptly answering all player inquiries. There are several convenient ways to get in touch with them.

Sometimes, based on business and legal requirements, we need to retain certain information for specific purposes for a longer period. For example, when an individual self-excludes from using our services, we will retain that person's personal data for longer for responsible gaming purposes.

Reasons we may retain certain data for the long term include:

We are committed to protecting your personal information or the confidentiality of data we collect, use, and/or hold, in accordance with applicable data protection laws and regulations, particularly national data protection laws and other applicable international data protection regulations, such as the General Data Protection Regulation (GDPR) 2016/679.

To protect you, others, and ourselves from fraud, abuse, illegal activities, and unauthorized access, we may take measures such as when we suspect someone is engaging in fraudulent activities, match-fixing, or money laundering.

To comply with tax, anti-money laundering, and other financial regulatory requirements, conduct accounting, or facilitate dispute resolution, for example, when we are a party to a financial transaction, including receiving your deposits and making payments to you.

To comply with applicable laws, regulations, legal processes, or enforceable government requests, or when necessary to enforce agreements, including investigating potential violations.

To ensure we provide ongoing services to you and other users.

If you communicate directly with us, such as through customer support channels, providing feedback, or reporting errors.

You have specific rights regarding your personal data:

Please note that not all of the rights described above are absolute.You can exercise your rights at any time by adjusting your account or sending an email to luckybearpublic@gmail.com.Before we fulfill your request, we may need to provide evidence and confirm your identity.If you are not satisfied with how we process your personal data, please let us know by sending an email to luckybearpublic@gmail.com. We will review and investigate your complaint and aim to respond to you within a reasonable time.

You have the right to know what personal data we hold about you.

You have the right to rectify or request the correction of inaccurate personal data related to you.

You have the right to access your personal data and request a copy in a machine-readable format, for example, if you wish to back up your data.

When we process personal data based on legitimate interests, you have the right to object to this. Please note that even if there are other relevant legal bases or compelling reasons for us to continue processing in a manner that aligns with our interests, we may still proceed with processing your personal data if your rights, interests, or freedoms do not outweigh those reasons.

In certain circumstances, you have the right to request that we delete your personal data, including deleting your account: (1) when we no longer need to process that data, (2) you have withdrawn your consent, and your consent was the legal basis for processing the data, (3) you have exercised your right to object, and there are no overriding legitimate grounds for processing, (4) your personal data has been processed unlawfully, (5) deletion of your personal data is required by law. Please note that we will not delete and will still retain data in cases such as when personal data needs to be retained based on our legitimate interests that outweigh your request; to comply with legal obligations; or in cases where it is necessary to establish, exercise, or defend legal claims.

In specific circumstances, you have the right to request that we restrict the processing of your personal data.

If we require your consent to process personal data, in that case, you have the right to withdraw your previously given consent. Please note that even if other relevant legal bases exist, we may still continue to process your personal data.

You have the right to object to direct marketing and related profiling (limited to data related to direct marketing). When it comes to marketing communications, you can request us to stop sending you such information at any time—just follow the unsubscribe instructions included in the marketing communication or send your request to luckybearpublic@gmail.com.

You have the right to lodge a complaint with your local data protection authority.

We use Google Analytics to collect information about the usage of this website. Google Analytics collects information such as how often you visit the website, what pages you visit, and what other sites you used before visiting the website. Google Analytics only collects the IP address assigned to you when you visit the site, without collecting your name or other identifying information. We do not merge the information collected through the use of Google Analytics with your personal data. Although Google Analytics places a permanent cookie in your web browser to identify you as a unique user the next time you visit the website, that cookie can only be used by Google, and no one else can use it. According to Google Analytics' terms of use and Google's privacy policy, Google has limitations on the use and sharing of information collected about your visits to the website. You can prevent Google Analytics from recognizing you on your return visit to the website by disabling cookies in your browser.

If you wish, you can choose to opt out by disabling cookies in your web browser's preference settings. For more information about Google Analytics, please visit http://www.google.com/analytics/. To learn more about how Google uses cookies, please visit https://policies.google.com/technologies/cookies.

All important communications between users and the website are encrypted using Secure Socket Layer technology (SSL) with a 256-bit key.

This Privacy Policy applies to all websites owned and operated by us, as well as all services we provide, including online and mobile services and products. In this policy, we will refer to them as our “Website” and “Services.”

When we mention “Personal Data,” we refer to identifiable information related to you, such as your name, email, address, phone number, payment account details, payment information, support requests, betting records, chat comments, etc. This policy does not apply if you cannot be identified (e.g., when Personal Data has been aggregated and anonymized).

We may need to update this policy from time to time. If there are significant changes, we will ensure to inform you, usually by posting a notice on the website or sending an email.

When you visit our website or use our services, we collect and process your personal data. The ways we collect personal data can be broadly categorized as follows:

Explanation: This refers to personal information you voluntarily provide to us.

When you access or use certain parts of our website and/or services, we may ask you to provide personal data. For example, during registration, verification, anti-money laundering procedures, fraud checks, or when you contact us with questions or support requests, we may ask you for contact information or certain documents.

When you visit our website or use our services, we automatically collect some information about you, such as your IP address, operating system, device type and settings, browser type and settings, crash reports, system activities, and the date, time, and referring URL of your requests. This information is very useful for us as it helps us better understand how you use our website and services so that we can continue to provide the best experience. For example, by using information in your browser, we can determine the language you are using.Some of this information is collected using cookies, similar tracking technologies, and third-party tools like Google Analytics.We also collect details of your transactions with us and your account activities. We obtain information from third parties.Sometimes, we may collect personal data about you from other sources, such as publicly available materials or reliable third parties, like our payment providers. We use this information to supplement the personal data we hold about you to better provide information, personalize and improve our services, and verify the accuracy of the personal data you provide.

When collecting personal data, we will only process it when there is a legal basis for processing as defined by applicable data protection laws. These legal bases include:

Performance of a Contract:We may process your personal data when necessary for the performance of a contract. For example, when you register on the website, you enter into an agreement with us, or when we take steps related to the contract, particularly facilitating transactions conducted on the website.

Legal Obligation:Various laws and regulations impose certain obligations on us. To comply with these regulations, we must process your personal data, for example, to comply with anti-money laundering regulations, responsible gaming provisions, and the conditions of our gaming licenses.

Legitimate Interests:We may process your personal data when there are business or commercial reasons for us, other companies in our group, or third parties.

Your Consent:In certain limited circumstances, we will process your personal data based on your consent, such as when consent is required for direct marketing purposes.

To operate our website, ensure that our website and services function as intended, and provide you with the requested services (performance of contract obligations, legitimate interests).

To assess your gambling activities to promote responsible gambling (legal obligation, legitimate interests, performance of contract obligations).

To monitor betting activities and manage our risks and odds (legitimate interests, performance of contract obligations).

To exercise rights specified in agreements made with you or other agreements (performance of contract obligations).

To disclose information to other companies in our group for internal administrative purposes or corporate restructuring (legitimate interests).

To manage our relationship with you and communicate with you. This may include:1.  Operational communications, such as notifications of changes to the website and services, information about new features, bonuses, and promotions, security updates, and assistance with using the website and services;2.Marketing communications, providing you with requested information or information we are obligated to send you (performance of contract obligations, legitimate interests, your consent).

To determine whether you can use specific services, including checking your age, geographic location, identity, or self-exclusion status, and setting up and operating your account (performance of contract obligations, legitimate interests).

To fulfill legal duties and obligations, comply with all applicable laws and regulations, and prevent illegal activities, including money laundering and match-fixing (legal obligation).

To support you, including assisting with technical, payment, or other issues related to the website or services (performance of contract obligations).

To enhance our website and services, test and develop new features, and conduct technical analysis of our website and services to optimize your user experience and provide you with more efficient tools (legitimate interests).

To prevent, detect, and report criminal activities, protect your interests, those of other users, and our own interests, such as ensuring network and information security, mitigating security risks, detecting and preventing any fraud or malicious activities, and ensuring fair use of our website and services in accordance with agreements (legal obligation, legitimate interests, performance of contract obligations).

To analyze and aggregate data, create statistics, particularly generating aggregated and anonymized analyses and reports, which we may use internally or share publicly with third parties (legitimate interests).

To facilitate, manage, and confirm financial transactions (performance of contract obligations, legitimate interests).

To analyze your fraud risk and verify your credentials using third-party agencies, including financial institutions, identity verification agencies, and credit reference agencies (legal obligation, performance of contract obligations, legitimate interests).

In certain circumstances, we need to share your personal data with third parties. We will disclose your personal data to:

Third-party service providers and partners that assist us in providing the requested website and services, such as those supporting the delivery of the website or services or marketing our website and services;

Regulatory authorities, law enforcement agencies, government bodies, courts, anti-fraud agencies, licensing bodies, esports self-regulatory bodies, or other third parties when we believe it is necessary to comply with applicable laws or regulations, or to exercise, establish, or defend our legal rights (where possible and appropriate, we will notify you of such disclosures);

Affiliates and other parties who introduce you to us;

When we process and share data, it may be transferred to countries outside of your country and processed in those countries. The laws in those countries may differ from those you are accustomed to. When personal data is processed in other countries, we will take safeguards to ensure your personal data is protected.

For individuals in the European Economic Area (EEA), this means your data may be transferred outside the EEA. If your personal data is transferred to countries outside the EEA, we will implement transfer mechanisms that meet the requirements to protect your personal data, particularly by entering into contracts with data recipients that include standard contractual clauses approved by the European Commission.

We are committed to protecting your personal data and have taken appropriate technical and organizational measures, including:

Data Encryption. We use industry-standard Transport Layer Security (TLS) protocols to encrypt all data transmitted between you and us to protect your personal and financial data. Your data is also encrypted while stored on our servers and when backed up and replicated between our data centers.

Limited Access. We restrict access to personal information to authorized employees, contractors, and agents who need to access and process this information.

Network Protection. We employ multiple layers of security controls in our environment to protect access and internal security, including firewalls, intrusion protection systems, and network isolation. Our security services are configured, monitored, and maintained according to industry best practices. We collaborate with leading security vendors to leverage their expertise and global threat intelligence to protect our systems.

Secure Data Centers. Our servers are located in enterprise-grade hosting facilities that employ robust physical security controls to prevent unauthorized physical access to the servers they host. These controls include 24/7/365 monitoring and surveillance, on-site security personnel, and regular security audits. We maintain geographically separated data copies to minimize the risk of data loss or downtime.

Security Monitoring. Our security team continuously monitors security systems, event logs, notifications, and alerts from various systems to identify and manage security threats.

Certain data can be deleted by you at any time, some data will be automatically deleted, and some data we will retain for longer periods when necessary. When deleting data, we ensure that your data is securely and completely removed from our servers or retained only in an anonymized form. Information will be retained until you delete it.

We provide a range of services that allow you to correct or delete data related to your account or stored data. For example, you can:

We will retain this data until your account is closed, and we will keep it for five years after the account is closed or after your last contact with us to meet our regulatory and legal obligations and to defend ourselves against any claims, where applicable.

Privacy Policy

Long-Term Retention of Information for Specific Purposes

Your Rights

Use of Google Analytics

SSL Encryption

What Data We Collect and How We Collect It

Automatically Collected Information

Legal Basis for Processing Personal Data

How We Use Personal Data

How We Share Your Personal Data

Cross-Border Data Transfers

Security

Data Retention

At LuckyBear, we are committed to promoting responsible gaming practices. We uphold fair gaming principles that ensure the safety of user accounts and the security of personal data. Our official website is secured with an SSL certificate, which encrypts all incoming and outgoing data to prevent unauthorized access or leakage.

We strictly adhere to our privacy policy when handling user information. The data we collect and process is used to enhance the quality of our services and to maintain a high level of security during transactions and sports betting activities.

The email address provided during account creation is utilized to send newsletters about current and upcoming promotions, as well as personalized offers. If you prefer not to receive these communications, you can unsubscribe at any time. To stop LuckyBear from collecting and processing your personal data, you may send an opt-out request to our support team.

Rest assured, your personal information will not be shared with third parties, except in cases where fraudulent activity is suspected in connection with an account.

To maintain the integrity and fairness of our platform, we impose certain requirements on our users:

Age Requirement: You must be of legal age (18 years or older) to participate in sports betting.

Honest Participation: Users must refrain from engaging in fraud or money laundering activities.

Single Account Policy: Each user is allowed only one account and must use it exclusively for gaming activities.

Verification of your account is necessary to enable withdrawals through the cashier. To complete this process, please send clear photos or scans of your identification documents to our support team. This step is crucial for confirming your identity. Once verification is successful, you will be able to withdraw funds to bank cards and e-wallets registered in your name. This measure also protects your funds from unauthorized access, even in the event of an account breach.

We encourage all players to embrace responsible gaming practices:

If you have any questions or encounter any issues while using the LuckyBear platform, please do not hesitate to contact our support team for assistance. We are here to ensure your experience is both enjoyable and secure.

Financial Limits: Only wager amounts that you are prepared to lose.

Avoid Impairment: Do not participate in gaming activities while under the influence of alcohol or other substances.

Take Regular Breaks: Engage in gaming as a form of entertainment and take intervals to maintain a healthy balance.

Responsible Gaming at LuckyBear

Use of Personal Information

User Requirements for Game Integrity

Account Verification

Principles of Responsible Gaming

Visit the Official Website: Go to the LuckyBear homepage.

Locate the Chat Icon: Look for the button with a dialogue or chat icon, usually found at the bottom corner of the page.

Initiate the Chat: Click the icon to open the chat window.

Submit Your Inquiry: Enter your question or describe your issue in the chat box.

Wait for a Reply: An available support agent will join the chat shortly to assist you.

Real-Time Assistance: Get immediate replies to your questions.

Convenience: You can multitask while waiting for a response without having to stay on the line.

Record Keeping: You can save the chat history for future reference.

Before contacting the support team, you can find quick answers in the FAQ section of the LuckyBear website.

Navigate to the Help Section: Look for links labeled “Help,” “Support,” or “FAQ” on the website.

Browse Common Topics: Find information about account management, deposits and withdrawals, bonuses, technical issues, and more.

Instant Answers: Quickly resolve common issues without waiting for a response.

Self-Service: Enhance your knowledge by understanding the platform's features and policies.

If you have any problems or questions, feel free to contact the LuckyBear support team at any time.

Emailing is one of the easiest and most convenient ways to communicate with the support team, especially for addressing serious issues or detailed questions. After sending an email to the official LuckyBear support address, you can expect a response within 24 hours.

Comprehensive Description: Clearly describe your problem or question in a single email. Avoid sending multiple messages about the same issue, as this can make it more difficult for the support staff to assist you efficiently. If necessary, include screenshots or attachments to illustrate the problem.

Use Registered Email: Send your email from the address associated with your LuckyBear account to help the support team verify your identity and account details quickly.

Subject Line: Provide a brief summary of your issue in the email’s subject line. This helps the support team understand the nature of your inquiry right away.

Language: The support team communicates in English. If you’re not fluent, consider using a translation tool—they will make every effort to understand and assist you.

The support team aims to respond within 10 to 12 hours, depending on the complexity of your issue and the current volume of inquiries.

Remember to communicate politely and professionally. Courteous communication facilitates quicker and more effective assistance.

Language: Support is provided in English.

Suitable For: This method is ideal for urgent issues that require real-time resolution.

Call Charges: International call rates may apply according to your telecom provider. To minimize costs, you might consider calling via internet-based services like Skype.

Preparation: Have your account details ready before you call to expedite the verification process.

Politeness: Maintain a respectful tone during the call to ensure a productive conversation.

Another efficient way to contact the support team is through the live chat feature on the official website.