Contacts

If you need help with your LunaCasino account, payments, verification, bonuses, technical issues, or responsible gaming tools, our Support Team is here to assist you. This page explains how to reach us, what information to include so we can respond quickly, and what you can expect when you contact support.

For all general questions and support requests, email us at: [email protected]

Our Support Team is ready to help so that your experience at LunaCasino is enjoyable, smooth, and as trouble-free as possible.

Please note that support in different languages may not always be available 24/7. If you can, we recommend writing your request in English to receive the fastest response.

How to Contact LunaCasino Support

Email Support

Email: [email protected]

Email is the best option for most requests because it allows you to include the necessary details in one message, attach helpful information where needed, and keep a written record of the conversation. It is also suitable for complex questions such as payment queries, verification guidance, bonus issues, or detailed technical reports.

When you email us, we will review your message and respond as soon as possible. In some cases, we may request extra information to verify your identity or confirm the details of your request.

What to Include in Your Message

To help us resolve your issue quickly, include the following details whenever possible:

Essential details

Your username
The email address registered to your LunaCasino account
A clear description of the problem or question

Helpful extras (depending on the issue)

Date and time the issue occurred (include your time zone if possible)
Payment method used (for deposit/withdrawal queries)
Amount involved (for transaction issues)
Game name and provider (for game-related questions)
Any error message you received (copy/paste text if possible)
Screenshots showing the issue (where relevant)

Providing complete information in your first message can significantly reduce the time it takes to solve your request.

Common Reasons to Contact Support

Below are the most frequent topics customers contact us about, along with tips for what to include.

1) Account Access and Login

If you cannot log in, are locked out, or suspect unusual activity, contact Support right away.

Include:

your username
the email registered to the account
what happens when you try to log in (error message, page behaviour, etc.)
whether you recently changed your password or device

If you suspect your account has been accessed by someone else, tell us immediately and avoid further gameplay until the situation is reviewed.

2) Verification (KYC) and Document Uploads

Verification is sometimes required to protect customers and meet compliance requirements. If you are unsure which documents are needed or your uploads are being rejected, Support can guide you.

Include:

which document you attempted to upload
whether the upload failed or was rejected after review
any message shown in your account
whether your personal details recently changed (address, name, etc.)

Tip: Clear, uncropped images with readable text help prevent delays.

3) Deposits

If a deposit is missing, declined, duplicated, or you received a confirmation but the balance did not update, Support can investigate.

Include:

amount
payment method
date/time
any confirmation reference shown
whether the transaction appears on your payment statement

Sometimes deposits are delayed due to payment processing checks or bank authorisations. We can confirm what is happening and advise next steps.

4) Withdrawals

If a withdrawal is pending, rejected, reversed, or not received, Support can check the status and explain any required actions.

Include:

amount and method chosen
date/time the request was submitted
whether you have completed verification
whether you have an active bonus (if applicable)

Some withdrawals may require additional checks, especially for large wins or where verification is incomplete.

5) Bonuses and Promotions

If a bonus did not credit, free spins are missing, wagering does not appear to update, or you are unsure about bonus terms, Support can help clarify.

Include:

the promotion name (or where you saw it)
whether you received it by email or on-site
when you claimed it
a screenshot of the offer terms if available

Important: If a claimed bonus did not appear, contact Support before placing any bets so the reward can be applied correctly.

6) Game Issues and Technical Problems

If a game freezes, disconnects, does not load, or you believe a round settled incorrectly, Support can investigate and provide guidance.

Include:

game name and provider
device type (desktop/mobile) and operating system
browser/app version
date/time and what happened
whether the issue repeats after restarting

Where possible, send screenshots of error messages or the game state.

7) Responsible Gaming and Player Protection

If you want to set limits, take a break, self-exclude, or discuss concerns about your play, Support can assist and help you access the right tools.

Include:

what tool you want to use (deposit limits, cooling-off, self-exclusion, etc.)
whether you want the restriction to start immediately
any additional context you want us to consider

If you feel at risk of losing control, it’s best to request restrictions promptly and avoid further play.

8) General Questions

Support can also help with:

account settings and profile updates
payment method availability
platform navigation and feature use
understanding site policies and where to find information
reporting suspected fraud or impersonation

Language Support

We aim to provide helpful support across multiple languages when available. However, different language support may not always be available 24/7.

For the fastest response:

write your message in English if you can
use short, clear sentences
include key details (username, date/time, amounts)

If English is not possible, send your request in your preferred language and we will assist as best we can. Response times may vary depending on language coverage.

Security and Identity Checks

To protect your account and personal data, we may need to verify your identity before we can:

discuss account-specific details,
process certain payment requests,
change sensitive information,
help with access issues,
action responsible gaming restrictions.

Verification may include confirming that you are writing from your registered email address and, in some cases, requesting additional checks. This is done to make sure personal data is not disclosed to anyone other than the account holder.

For your protection:

do not share passwords in emails
do not send full card numbers
avoid sharing unnecessary personal data unless requested

Tips for Faster Resolution

If you want your request handled as quickly as possible, these steps help:

Use your registered email when contacting Support.
Include your username in the subject line or at the start of your message.
Describe the problem clearly: what happened, when it happened, and what you expected to happen.
Add specifics: amounts, payment method, game name, device type.
Attach evidence if helpful: screenshots, error messages, or receipts.
Avoid multiple emails for the same issue within a short period, as it can slow down handling. If you need to add information, reply to the existing email thread.

What Happens After You Contact Us

When your email is received:

it is logged and assigned for review,
Support may reply with a solution, next steps, or a request for additional information,
if your issue requires specialist review (for example payments, verification, or technical logs), it may be escalated internally,
once resolved, you may receive confirmation and any relevant guidance to prevent the issue from repeating.

We aim to communicate clearly and keep you informed when further checks are required.

Contact Details

Email: [email protected]

If you have any questions or problems, send us an email and our Support Team will assist you.

Please remember: different language support may not be available 24/7. If possible, write in English to receive an immediate reply.