Contact Lunaris

Support at Lunaris is built around three channels that all lead to the same team. Live chat sits inside the site and is available around the clock, so it is the channel to use when something is blocking you right now: a game that will not load, a deposit that has not appeared, a question about a limit you are seeing in the Cashier. Email is the channel for anything that needs a paper trail, such as verification documents, bank statements or a screenshot of a game round. The toll-free number is there if you would rather speak to someone directly.

None of these channels is a queue you get lost in. If you cannot get through on the phone, you can send an email to [[email protected]](mailto:[email protected]) and the team will reply as quickly as it can. If you have already opened a chat and had to leave, you can follow up by email and reference what you discussed.

Lunaris is currently in soft-launch status, with a grand opening still ahead. Everything on the platform is live and playable during this period, and support runs on the same 24/7 schedule it will run on afterwards. If you come across something that looks unfinished or behaves in a way you did not expect, telling support about it is genuinely useful.

Live chat is reachable 24 hours a day, seven days a week. It is the channel most players use, because it does not require you to leave the site or switch to another app, and the agent can see that you are logged in. Use it for questions about your balance, your account status, a game that is misbehaving, or where to find something in the Cashier.

The toll-free number is 1-888-606-4017. Phone support is useful when a written explanation would take a long time, or when you would simply rather talk. If the line is busy or you cannot get through for any reason, email [[email protected]](mailto:[email protected]) instead and describe the issue in writing. Nothing is lost by switching channels.

Whichever channel you choose, one habit makes a real difference: give the specifics up front. The registered email address on your account, what you were doing when the problem appeared, and any figures involved are almost always the first things an agent will ask for. Providing them in your first message removes a full round trip from the conversation.

Lunaris uses three separate email addresses, and sending your message to the right one gets it in front of the right team without an internal hand-off.

• [[email protected]](mailto:[email protected]) — general customer service. Account questions, gameplay issues, bonus and promotion questions, responsible gaming requests, privacy and data requests, and anything that does not clearly belong to one of the addresses below.
• [email protected]](mailto:[email protected]) — Know Your Customer documents. Send identity documents and anything else requested as part of account verification here. See the [verification page for what the process involves and when it applies.
• [[email protected]](mailto:[email protected]) — the Banking Support Team. Use this address for card and bank problems, including a card deposit stuck in Pending status and any request that needs a bank statement or proof of purchase attached.

If you are unsure, send your message to support and it will be routed onward. The only reason to pick carefully is speed: documents sent to the verification address and banking evidence sent to the banking address land directly with the people who review them.

Every game round played at Lunaris is recorded with an identifier, and that identifier is what support uses to reconstruct what happened. A message that says a game froze is hard to act on; a message that says which round froze can be checked directly.

• Game or round number — usually shown in the game's own history or round information panel.
• Bet amount — the stake on the round in question.
• Date and time — including your time zone if you can.
• Game — the exact title, since studios often release several similar games.
• Provider — the studio that supplies the game, such as Pragmatic Play, NetEnt, Betsoft, Evolution Gaming or BGaming.

The more information you provide, the faster support can help. Screenshots are welcome and often settle a question in one message rather than three. If a game disconnected mid-round, note whether your balance changed before or after the disconnection, since that detail usually determines what happened.

It is also worth knowing that access to some providers' games can depend on your connection. If you use a VPN, availability of certain studios' titles can vary by region, and Lunaris recommends disabling a VPN before making any transaction in the Cashier. If a game will not load at all, mentioning whether a VPN is active saves the team from guessing.

Most deposit questions resolve themselves with a little time, and knowing which ones do can save you a message.

For crypto deposits, Lunaris requires two blockchain confirmations before funds appear in your balance. If you have made a crypto deposit and the balance has not updated, allow those two confirmations to complete before contacting [email protected]](mailto:[email protected]). Confirmation times vary with the coin and how busy the network is. The [payments page covers the deposit methods available, and the guide on how to deposit Bitcoin walks through the steps if you are new to sending crypto.

For a card deposit showing as Pending, email the Banking Support Team at [[email protected]](mailto:[email protected]) with your proof of purchase. Transactions in Pending status are returned to your bank account the following business day. If that return does not happen and the charge is still sitting on your statement, send the transaction charge to the same address so the team can review it and credit you.

Withdrawal questions follow the same pattern. Your daily, weekly and monthly withdrawal limits are visible in the Cashier at any time, so checking there first will answer a large share of questions about how much you can take out. The withdrawals page explains the process, and the guide on crypto casino withdrawals covers what typically happens on the blockchain side once a payout is approved.

Not every player and not every deposit qualifies for every promotion, and eligibility questions are among the most common things support is asked about.

If you believe you were eligible for a bonus but could not claim it, contact customer support within 24 hours of making your deposit, or email [[email protected]](mailto:[email protected]) with your request. The team will review your account and respond as soon as it can. That 24-hour window matters, so it is worth reaching out on the same day rather than waiting to see whether the bonus appears later.

Before you write, it is often quicker to check the terms of the specific promotion. Wagering requirements, maximum cashout limits and the contribution table that decides how much each game type counts towards playthrough are all published, and the guide on wagering requirements explains how the maths works in practice. The bonus rules in the terms and conditions cover the limits that apply to every offer, including the one-per-household rule.

You do not need to contact anyone to use the responsible gaming tools. Deposit limits can be set as a daily, weekly or monthly cap from your account area. Lowering a limit applies immediately; raising one takes effect after 24 hours. Cancelling a limit takes effect within 24 hours, and the limit you set stays active until then.

Cool-off suspends access to your account for a period you choose — 24 hours, 7 days, 30 days, 3 months, 6 months, or until a specific date. Self-exclusion is a permanent block, and an account closed this way can only be reopened by an administrator.

If you would like help choosing between these options, or you want to talk something through before acting, support is available 24/7 via live chat.

A good number of questions already have written answers, and reading one takes less time than waiting for a reply.

• The FAQ covers deposits, the Cashier, withdrawals, bonuses, VPN questions and the support contacts on this page.
• The payments and withdrawals pages explain how money moves in and out of your account.
• The verification page explains when Know Your Customer checks apply and what may be requested.
• The fair gaming page covers how game outcomes are produced.
• The guides library covers the wider mechanics of online casino play, from how casino bonuses work to the casino glossary.

For questions about your personal data — access, correction, deletion or how your information is handled — the privacy policy sets out your rights, and requests go to [[email protected]](mailto:[email protected]) from your registered email address.

If you have read the relevant page and still need help, contact support. Nobody at Lunaris expects you to solve a problem on your own, and a question that has already been answered somewhere is still a perfectly reasonable question to ask.