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What we can help with

Most messages fall into one of a few kinds, and it helps to say which yours is:

• A game is not working. Tell us which game, which browser and what happened. Every game runs entirely in your own browser, so the browser and device matter more than they normally would.
• A question about the odds. We publish the measured return to player, multiplier ladders and survival rates for each game, and we are happy to explain where any of those numbers come from. The game library sets out how the four kinds of game differ.
• Something looks wrong or misleading. If a page claims something that does not match how a game actually behaves, we want to know. That matters more to us than most things.
• Privacy and your data. Access, correction or deletion requests under the GDPR — see the privacy policy for what we hold, which is very little.
• Press, partnership or general enquiries. Anything that does not fit the categories above.

What we cannot help with

There are no player accounts on LuzJogo, no balances held on a server, and no payments of any kind — so there is nothing to recover, refund or reset. If your coins have run low, they top themselves up again the next day at no cost. Nothing here can be bought and nothing can be cashed out.

We are not a gambling operator and cannot advise on real-money gambling, licensed casinos or self-exclusion schemes. If you are looking for support with gambling itself, the responsible play page lists the Portuguese services worth contacting, and they are far better placed to help than we are.

Before you write

The FAQ covers the questions that come up most often, and the about page explains who runs the site and how the games are built. If your answer is there, you will get it faster than waiting on a reply.

Messages are read on working days, Monday to Friday. We aim to reply within two business days, though anything needing a look at the engine itself can take longer. Your email address is used to answer you and nothing else — no list, no marketing.