Contact

Call the embassy first, send the pouch for account matters, and use the attaché if you're VIP. Here's what to attach.

Before you write

Write from the email on your passport application: the system matches that address against KYC files, self-exclusion and account-closure applications.

• Attach the account email and a line describing what you need.
• For a withdrawal, clear KYC beforehand: applications with unfinished checks wait longer at the border.
• Applications are reviewed within two business days; after approval, transit time depends on your payment method.

Requests that must come from your registered email

• Self-exclusion: an exit ban in force within 24 hours, for six months at the very least.
• A cooling-off leave of seven days.
• Permanent cancellation of the passport.
• Lost password: use the reset link on the login page; it goes to your registered email.

VIP status match

Holding VIP status elsewhere? Send a screenshot to live chat or support@lucky-boom-nl1.nl and it's recognised, without your record restarting from page one.