lunas Account & Payment FAQ
Users ask lunas about account setup, payment methods, game categories, promotions, data handling, support availability, password recovery, and transaction troubleshooting. These questions span registration, deposit and withdrawal flows, game rules, and account security.
This page answers the most common questions we receive. It covers how to create and manage your lunas account, how to deposit and withdraw using DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank transfers, what games and markets we offer, and how we protect your data.
Read this FAQ first if you have a general question about lunas. If your issue is not covered here, contact our support team during business hours via in-app chat or email. For detailed terms, account policies, and jurisdiction restrictions, see our Terms and Legal notice pages.
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, and bank transfer
- Game rules and categoriesfootball betting, live-dealer tables, slots, esports markets
- Security and account careaccount protection, data handling, and jurisdiction notice
On the lunas login page, click "Forgot password?" and enter your registered email address. We will send a password reset link to that email within a few minutes. Click the link, create a new password, and log in. If you do not receive the email, check your spam folder or contact our support team. We cannot reset your password over the phone or via chat for security reasons.
We require a valid government-issued ID (KTP, passport, or driver's license) and proof of address (utility bill, bank statement, or rental agreement dated within the past three months). Upload clear photos of both documents via the lunas app or website. Our verification team reviews submissions during business hours and notifies you of approval or rejection within one business day. If your documents are rejected, we will explain why and allow you to resubmit.
Payments and transactions
lunas does not charge deposit or withdrawal fees. However, your bank or payment provider (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet) may apply their own fees depending on your account type and transaction size. Check with your payment provider for details. We display any applicable fees before you confirm a transaction.
We accept mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, and direct bank transfer (online payment, e-wallet, mobile banking, local payment). Each method is available in the deposit section of your lunas account. Select your preferred method, enter the amount, and follow the payment provider's instructions. Deposits are credited to your lunas balance within minutes. Withdrawal requests are processed during business hours and subject to verification windows.
If a deposit fails, your money is returned to your payment method within one to three business days. Check your bank or e-wallet app to confirm the refund. If a withdrawal request is declined, we will notify you of the reason (insufficient balance, unverified account, or payment provider issue). Contact our support team if you believe the decline is an error. We do not hold funds; any delay is due to your bank or payment provider's processing time.
Game rules and categories
lunas offers slot games (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways), live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger), sportsbook coverage (Liga 1, Piala AFF, Champions League, Premier League, badminton, MotoGP), and esports markets (Mobile Legends, Free Fire, PUBG Mobile). Each category has its own rules and settlement terms. Read the game rules before you participate. Our support team can explain any rule you do not understand.
Promotion codes are entered in your account settings under "Promotions" or "Bonus codes." Paste the code and click "Apply." If the code is valid and you meet the eligibility requirements, the bonus will be credited to your account immediately. If the code is rejected, check that you have typed it correctly and that your account meets any minimum deposit or verification requirements. Contact support if you believe a valid code was rejected.
Slot tournaments on lunas run on a daily and weekly schedule. Each tournament has a start time, end time, and entry fee (if applicable). You can view the full tournament calendar in the slots section of the app or website. Tournaments during Idul Fitri, Idul Adha, Imlek, and Nyepi may have adjusted schedules. Push notifications alert you to upcoming tournaments. Participation is optional; you may play slots outside tournaments at any time.
Security and account care
We encrypt your account data in transit and at rest. Your password is hashed and never stored in plain text. We do not share your personal information with third parties except as required by law or to process your transactions. Your payment information is not stored on our servers; it is handled by your bank or payment provider. Read our Privacy policy for full details on data retention and your rights.
Our support team is available during business hours via in-app chat and email. Response times vary depending on volume, but we aim to reply within one hour during peak times. Outside business hours, you can submit a support request and we will respond when the team returns. For urgent account issues, contact us via email with your account details and a description of the problem.
If you suspect unauthorized access to your lunas account, change your password immediately and contact our support team. We can review your account activity, freeze suspicious transactions, and help you regain control. Do not share your password or two-factor authentication code with anyone. If you receive a phishing email claiming to be from lunas, do not click any links; forward it to our support team instead.
Your lunas account balance is held in segregated accounts and is not used for operational expenses. We use industry-standard encryption and security practices to protect your data. Our services are available only where local law permits. You remain responsible for verifying that your use of lunas complies with your jurisdiction's law. For details on our security practices and regulatory status, see our Legal notice