luna bet FAQ

When you open an account on luna bet, we ask for a valid email address, a mobile phone number, and a password you create. After the initial sign-up, our KYC process requires a government-issued photo ID (national ID card or passport) and a secondary document confirming your residential address, such as a utility bill or bank statement issued within the last three months. This information is stored securely and used only for identity verification and withdrawal processing. Users in Jakarta, Surabaya, and other major cities typically complete this step within a single session by uploading clear phone photos of their documents.

On the Member login page, select the "Forgot password?" link below the sign-in button. Enter the email address registered to your luna bet account. We will send a reset link to that address; the link is valid for a limited window, so use it promptly. Once you click the link, you will be prompted to set a new password — choose something you have not used on other platforms. If the reset email does not arrive within a few minutes, check your spam folder. If you still cannot access your account, contact our support team by email and include your registered username so we can verify your identity before assisting further.

Account preferences — including notification settings, preferred language, and linked payment methods — are managed from the Account Settings section after you log in to luna bet. To update your registered mobile number or email address, you will need to re-verify ownership of the new contact detail before the change takes effect. If you wish to pause account activity temporarily, contact our support team by email and specify the duration. Our team will note the request and confirm the pause in writing. This process is available to all verified account holders regardless of location, subject to our Terms and Conditions

We do not charge a platform fee on deposits made through DANA, e-wallet, mobile banking, local payment, online payment, or e-wallet. Bank transfer deposits via mobile banking, local payment, online payment, or e-wallet virtual accounts are also received without a luna bet-side fee. For withdrawals, our platform does not add a processing surcharge, but your bank or e-wallet provider may apply their own transfer fee — this varies by provider and is outside our control. We recommend checking your e-wallet app for any outgoing transfer charges before submitting a withdrawal. All fee structures are described in full in our Terms and Conditions

If a deposit via mobile banking or local payment does not credit to your luna bet balance after a reasonable period, first confirm that the transfer was debited from your e-wallet. If the debit shows in your e-wallet history but your luna bet balance has not updated, take a screenshot of the transaction record and email it to our support team. Include your account username and the date and time of the transfer. For bank VA deposits through online payment, e-wallet, mobile banking, or local payment, delays sometimes occur around Indonesian public holidays such as Idul Fitri or Idul Adha when bank clearing volumes are high. Withdrawal requests under review can also be queried through the same email channel; our team will check the status and reply in writing.

Our weekly cashback offer returns a portion of qualifying activity back to your account balance at the end of each weekly cycle. The exact percentage and eligible game categories are set out in the current promotion terms, which you can read on our platform after logging in. Cashback is calculated on net activity over the seven-day period and credited to your account within a defined review window after the cycle closes. The credited amount is subject to minimum activity thresholds and any applicable wagering conditions described in the full promotion terms. If you believe a cashback credit has not been applied correctly, contact our support team by email with your account username and the relevant week's dates.

We organise our games into five main categories on luna bet. Sports and football covers Liga 1, Piala AFF, Piala Indonesia, Champions League, Premier League, MotoGP, and badminton tournaments. Live-dealer tables include blackjack, roulette, baccarat, Dragon Tiger, and multi-camera studio streams. Slot games feature titles such as Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Esports markets cover Mobile Legends, Free Fire, and PUBG Mobile. Crash games are available under our dedicated Crash section. All categories are accessible from the main navigation after you log in.

Our support email address is listed on the About us page. When writing to us, include your registered username and a clear description of the issue. For transaction queries, attach a screenshot of the relevant payment record from your online payment, e-wallet, or bank app. For account access issues, describe what you attempted and what the screen showed. We reply to emails in the order received; response windows depend on query volume and complexity but we aim to acknowledge all messages within one business day. For policy questions, we may refer you to our Terms and Conditions or Privacy Policy for the authoritative answer.

We note this question appears in both the account section and here because it also relates to account security practices. From a security standpoint, regularly reviewing your linked payment methods and active session list in Account Settings is good practice. If you notice a session you do not recognise — for example, a login from Medan when you are based in Bandung — change your password immediately and contact our support team by email. We can investigate unusual access patterns and take protective action on your account. Two-factor authentication, where available, adds a further layer of protection and is recommended for all accounts.