Account Security



Privacy Policy

This policy describes the way in which Lucky99 (otherwise referred to herein as “we” or “us” or “the Website”) deals with the information and data provided by you to enable us to manage and maintain your relationship with us.

Collected Information
If you set up an Account on the Website, you will be asked for personally identifiable information, such as your name, address, email address, phone number, etc. That same information, plus credit card or other deposit information, will be requested if you elect to conduct transactions through the Website.

We may also collect details of your visits to the Website and use of its services. This data may include, but is not limited to, details of your web browser, location and IP address.

Some of the services and special features that are offered on the Website require you to provide information as a condition of usage. These services include access to participation in sweepstakes or contests, and access to subscription-only areas (if any). You may always choose not to provide personally identifiable information, but this may lead to decreased functionality of the Website for you, and/or the inability to provide you with certain products or services. If you complete a transaction on our Website using a credit card, the credit card processor may collect your information.

Use of Information
By setting up your account and any use of the Website and its services (either directly or through use of any app used to access your account) confirms your consent to the use of your personal information as set out in this policy. If you do not agree with the terms herein then you must immediately discontinue your use of the Website and its services.
Your personally identifiable information will not be sold or rented to anyone.

Personally identifiable information about you will made available to the Website owner, and your personally identifiable information will be provided to other companies or people only when and if: (1) you have given your consent to share the information; (2) your information is to be shared to provide the service or information you have requested; (3) to respond to any legal process(es); (4) it is determined that you violated any Website Terms of Service other usage guidelines or rules for specific services; or (5) for identity verification purposes as outlined in Section 3.6 of the Terms of Service. Unless you are notified to the contrary at the time of collection, any companies or entities to which we provide information under point #2 above are limited to using that information only to the degree necessary to provide the service or information you have requested.

Also, users who create an account on the Website may receive a "Welcome" email, containing valuable account information and "Service Announcements", such as important messages concerning any temporary site or system outages, plus any maintenance issues that may affect the level of service. In order to provide the information or services you have requested, your identifiable information may be transferred or stored on computer equipment or in offices that are located outside your country, and you are deemed to consent to the same.

Cookies
By setting up an account or by your continued use of the website you agree to our use of Cookies.

Cookies, clear GIFs, and other technology to track how and when visitors use the Website may be used. Cookies make web surfing easier by saving your passwords and other preferences for you, and identify the IP address of your computer.

Cookies also help identify which areas of the Website are popular and which are not, which may then be used to improve the user experience on the Website. You can set your browsers to reject cookies and cookies are not necessary to visit the Website; however, some functions and services will not be available unless you enable cookies on your browser.

Security and Privacy
Reasonable steps have been undertaken to manage the privacy of your personally identifiable information and the security of this Website. 

IMPORTANT! We have improved your account Security Settings in search of creating a safer entertainment environment for our customers. Please make sure you read thoroughly all the security layers your account is enabled with to fight Cybercriminals data breaches and phishing attacks.

The transmission of information over the internet is not completely secure. We will always do our best to protect your information however, we cannot guarantee the security of the information that you disclose online. For your own protection, we advise that you do not provide your account credentials to anyone. We will never ask for your password. 

The Website may contain links to other websites that are owned and operated by third parties. The information practices of those other websites are not covered by this Policy. We are not responsible for the privacy policies of other websites. We strongly suggest that you review such third party's privacy policies before providing any information to them. You should contact these entities directly with questions about their use of the information that they collect. 

Opting In,Opting Out and Modifying Information
By opting to receive email from through the Website, you are opting in to receive by electronic mail information and/or offers on any new promotions, events, products or materials from our clients for whom we manage this policy.

If at any time you indicate that you no longer want to receive such email communications, or if you want to change or correct any previously provided information we maintain, you may send such direction to the contact information below and such changes will be made as soon as possible.

As a security precaution, we may ask that you provide identifying information such as name, address, and/or birth date in order to confirm your identity. In addition, access to personally identifiable information may be limited or denied where providing such access would be unreasonably burdensome or expensive in the circumstances, or as otherwise permitted by law.

Updates
From time to time, this Privacy Policy may be updated. When and if this is done the "last updated" date in the Privacy Policy noted below will also be revised. By continuing to use this Website after posting of a new or updated Privacy Policy, you consent to the use of their personally identifiable information in accordance with the new policy. Opt-in consent for any updates to this Privacy Policy that materially expand the sharing or use of your personal information in ways not disclosed in this Privacy Policy will be obtained at the time of collection.

Integrity of Sport
Lucky99 is committed to ensuring the integrity of sport and to participating in efforts to identify and eradicate match fixing. As such, notwithstanding any other term of the Terms of Service, or any provision of the applicable Privacy Policy, by placing a bet or wager on the website, you expressly acknowledge and agree that Lucky99 at all times reserves the right in its sole discretion to report Irregular Betting Activity to such sports federations, regulators, agencies, commissions or associations (or their respective agents) as Lucky99 deems appropriate ("Regulatory Bodies") in order to enable identification of irregular activity and to support appropriate investigations. "Irregular Betting Activity" means activity that, in Lucky99's sole assessment, deviates from expected betting patterns and includes, without limitation: (i) an unusual and significant number of bets originating from the same geographic region or through linked accounts; (ii) a bettor continuing to place bets at any price in the face of a steady reduction in the applicable odds; and/or (iii) any other indicator or pattern assessed by Lucky99 as indicative of potential match fixing. Lucky99 shall use reasonable commercial measures to ensure that any information provided to Regulatory Bodies pursuant to this provision is subject to reasonable contractual non-disclosure provisions, and that all information or documentation shall be destroyed by such Regulatory Bodies when it is no longer relevant in connection with any ongoing investigation, enquiry or disciplinary process.



Security Settings

Lucky99 strives to provide the best services to our customers with the highest security available nowadays. All our security settings create a safe environment for you to enjoy all the entertainment we have at your disposal. By registering with us, you can be assured your account security is our priority. We are continuously working on securing your experience when enjoying our website’s features.

Device-based Authentication Service (DBA)
Our Device-based Authentication Service enables one of the most trusted security measures your account could have. From the moment you register with us, the device used will be acknowledged as a trusted one, restricting access to your account from any other device that is not accepted as a trusted one as well. This service is managed through the Security Settings section found on the "Account" tab drop down of the main menu after login into your account. Please be aware all accounts submitting Bitcoin payout requests must have activated the Device-based Authentication Service prior entering the request. Failing to do so will result in the payout's immediate rejection.

Password Security
Your password is the key to access your account through the website, along with your username. All passwords are encrypted, confidential and case sensitive. DO NOT share your password or provide it to our representatives. Please keep it in the safest place possible, where you can guarantee it will not be accessible to unwanted individuals.

Lucky99 recommends changing your password at least every 60 days. To change your password, log into your Lucky99 Account using your current Username and Password. Click on "Account" from the top navigation menu, then on Security Settings, and click on “Change password". Afterwards, click "Send Link” in order to receive a verification link to the email address we have on file for you. Once you receive this email, simply click on the link included to complete the identity verification process. The next step will send you to the Lucky99 homepage where you must log back into your account with your current Username and Password and you will be immediately prompted to change your password. After this process is completed, the new password will NOT be displayed at any time. Please make sure you write it down correctly, remembering your password is case sensitive. Previously used passwords cannot be submitted again. There is a maximum of three password changes per 24-hour period. If you need additional information or help, contact Customer Service.

4-digit PIN
To receive live assistance from our representatives through phone, email, you must provide your account number and 4-digit PIN ONLY. Keep in mind the account/4-digit PIN combination must be provided if the information you are requesting is specific to your account only. Certain inquiries may answered by providing your account number only. 

The 4-digit PIN may be updated through our website. Simply log to your Lucky99 account, click on Account, then on Security Settings, and click on 4-digit PIN. In order to update the 4-digit PIN, you must provide your current 4-digit PIN and then submit a new one. A 4-digit PIN previously used cannot be submitted again. If you do not remember your 4-digit PIN, please contact Customer Service for assistance on its retrieval.

Online login information recovery
If you have forgotten your account number or your password, you may retrieve this information by clicking the “Forgot your login info?” link from the Player Login box on the website. You will need to provide either the email associated to your account or your account number, and click Submit. A verification link will be sent to email address on file. Once you receive this email, simply click on the link included to complete the account information recovery request and proceed with the instructions displayed. If you need additional information or help, contact Customer Service.

To provide suggestions about Lucky99 security settings for your account, do not hesitate to contact Customer Service and provide your feedback to our representatives.



Device-based Authentication Service (DBA)

IMPORTANT! We have added the Device-based Authentication Service as another security layer against Cybercriminals use data breaches and phishing attacks. We strongly advise you to please implement this security measure. Management reserves the right to refuse security complaints from accounts which do not activate the Device-based Authentication Service, or switch it off after having activated it.

Why use Device-based Authentication for my Sports account?

Cybercriminals use data breaches and phishing attacks to obtain usernames and passwords on a daily basis. At the same time, authentication that relies solely on personal information, or a series of challenging questions, can create a poor user experience and customer frustration, or may end up in Account Take Over fraud (ATO).

Stolen user names and passwords, along with automated password brute force attacks, are more common place than ever before. Device-based authentication creates an additional, strong line of defense against ATO fraud, using your trusted devices to verify the identity of the one accessing your sports account.

It adds another layer of security, verifying not only that the Username and Password entered are correct, but also that the device used, the geolocation, the browser from which it is being accessed and other parameters, match the information previously authorized by the rightful owner.

How to activate the Device-based Authentication Service (DBA)?

New accounts by default have the DBAS activated since the registration completion, recording the registration details as the trusted ones for your account.

If your account does not have DBAS activated, you may turn it on by clicking on the Account tab from the top menu after login into your account, then click on Security Settings, on DBA. After selecting to activate the DBAS, a Secure Link and a Security Code will be sent to the email address registered on file. Click on the Secure Link received, and enter the Security Code therein displayed in order to authenticate the device in use.

Once this process is completed, the information authorized will be automatically associated to your account, and all subsequent access containing the same data, will be stored as safe. 

Some of the elements that impact the Device-based Authentication include:

If any of the elements above are absent or significantly modified, the system will prompt you to follow the authentication process.

You may authenticate your smartphone, tablet, PC, laptop and any other device that you use on regular basis that will be frequently used by you.

How to deactivate the Device-based Authentication Service (DBA)?

You can easily deactivate the DBAS from a trusted device. Simply login to your sports account from a previously authenticated device, click on Account and go to Security Settings. Once there, click on Device-based Authentication Service and turn it OFF.

Switching your DBAS OFF, will delete all authenticated devices previously associated to your account, leaving you unprotected and accessible to cybercriminals.

For more assistance on this service, please contact our Customer Service Department.



How to VERIFY your account

In order to process payouts from your account after depositing using a card directly at our site, you must verify your account BEFORE submitting payout requests.

To complete the verification process, please login to your account, from the top menu click on “Account” and choose the option “Credit/Debit Card Authorization” from the dropdown menu.

Please read carefully the requirements displayed as this is crucial to have your payout processed without inconveniences. Make sure to confirm that your account information is correct by clicking on the corresponding check box.

Below this section, you will find the File Upload area to submit your documentation, which usually includes an image of your legal picture ID and an image of the front side of your card. Upon discretion, other information may be required. Please make sure each document requested by our verification team is sent in a different attachment (do not put your ID or Card images in the same document). To complete the verification, enter your password and make sure to confirm you are not a robot before clicking “Accept”.

Verified accounts may be required to update the documents on file every 6 months if deemed necessary. You must provide the corresponding documentation of ALL cards used to deposit in our websites prior submitting payout requests. Management reserves the right to process card refunds for customers who deposit with credit/debit cards as part of a payout request or for the complete amount of payout requests.

Payout requests submitted within the corresponding processing period for each method will be sent out within 48 hours.