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Terms and Conditions That Work for You

When you open an account with lunatogell, you agree to our terms — and we've written them to be clear about what you can expect from us and…

Account securityWithdrawal rulesGameplay termsDispute handling
Explore the Lobby Read FAQ
lunatogell Terms and Conditions That Work for You
GET HELP WITH TERMS

Contact Us About Your Account

Questions about your account terms, withdrawals, or what our conditions mean for your play? Our support team is here to explain any part of these rules. Reach us through the channels below during the hours listed, and we'll clarify the terms as they apply to you.

Team online

Live chat

Open your account and tap the chat icon in the bottom-right corner of the lobby. Available daily, 09:00 to 23:00 Indonesia time. We respond within two minutes on average.

Email support

Send your question to [email protected] with your account email. Replies arrive within four hours on weekdays, eight hours on weekends and public holidays.

Account settings

Log in, go to Settings > Help Centre and browse FAQs about account rules, deposits, withdrawals and disputes. Most common questions are answered instantly.

SECURITY AND YOUR DATA

How We Protect Your Account and Information

Your account, payment details and gameplay history are protected by encryption on every deposit and withdrawal.

Encryption

All transactions — DANA, OVO, GoPay, QRIS and bank transfers — are encrypted end-to-end. Your payment details are never displayed in full after each transaction is complete.

Password security

Choose a unique password when you register. Change it regularly from Settings > Security. Two-factor authentication is available for added protection on your account.

Data retention

We keep your account data for the duration of your registration plus three years after closure. Transaction records are retained per local law. You can request deletion after that period.

Fraud checks

Before processing large withdrawals, we verify your identity. Unusual account activity triggers a security review. We contact you via email or SMS if we spot anything unexpected.

Account access

You control who accesses your account. Never share your password or one-time codes. If you suspect unauthorized access, notify support immediately via live chat or email.

Data requests

Email [email protected] to request a copy of your account data, update personal details, or ask for account information. Include your account email and full name. Response within seven days.

Terms and Conditions Q&A

Log into your account, go to Settings > Account > Deactivation and follow the prompts. We'll review any pending withdrawals first. Once closed, you cannot reopen the same account; you must contact support to explore options. Funds in your wallet are paid out before closure is final.

Withdrawal limits depend on your account age and verification status. New accounts may have a lower daily limit; this increases after 30 days and full identity verification. Your current limit is shown in your wallet settings. DANA, OVO, GoPay and QRIS transfers have no upper cap. Bank transfers may have limits set by your bank.

Contact support immediately with your withdrawal ID and the issue. Email [email protected] or use live chat in your account. Most issues are resolved within 24 hours. We investigate all disputed transactions and will restore funds if an error is confirmed.

If your withdrawal is pending, you can cancel it from your wallet history. Tap the withdrawal, then select Cancel. Once processing begins, cancellation may not be possible. Contact support immediately if processing has started and you need to stop it.

Deposits are free via DANA, OVO, GoPay, QRIS and bank transfer. Withdrawals to DANA, OVO and GoPay are fee-free and clear within minutes. QRIS and bank transfer withdrawals may carry a small fee depending on your bank; the exact amount is shown before you confirm the withdrawal.

When you register, we collect your name, email, phone number and date of birth. Before your first withdrawal, we verify your identity with a photo ID. We never ask for passwords or full payment card details via email. Always enter sensitive information only on our secure website or app.

Email address, phone number and name can be updated in Settings > Account Details. For government ID or date of birth changes, contact [email protected] with your account email and new information. We verify major changes to prevent account takeover and comply with local identity rules.

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