FAQ Luna99
— All Answers Here

The minimum age requirement to register and play at Luna99 is 18 years old. This is a strict policy we enforce without exception. During the KYC process, you will be required to submit a valid identification document to verify your age. Accounts found to be in violation of this age requirement will be suspended immediately.

To complete KYC verification at luna99, you need to submit:

• Malaysian Identity Card (MyKad) — clear photos of the front and back
• Selfie holding MyKad — to verify your real identity
• Bank account proof — bank statement or screenshot showing your name and account number

The KYC review process is typically completed within 1–24 business hours.

No. Each individual is only permitted to have one account only at luna99. Holding multiple accounts violates our Terms & Conditions and may result in the closure of all associated accounts and forfeiture of any existing balances. If you have an old account you can no longer access, please contact our customer support team for account recovery assistance.

Yes, registering a luna99 account is 100% free with no hidden charges. You only need to make a deposit when you want to start playing with real money. No monthly fees, no account maintenance charges — you only pay when you choose to play.

The minimum deposit limit at luna99 is RM 20 only, making it a platform accessible to all budget levels. The maximum deposit limit depends on the chosen payment method — generally between RM 10,000 and RM 50,000 per day. High-tier VIP members enjoy higher deposit limits in line with their membership status.

Withdrawals at Luna99 are processed quickly — most requests are completed within under 5 minutes directly to your bank account. During peak hours or when additional verification is required, processing may take up to 1 hour. Withdrawals for VIP members receive faster priority processing compared to regular members.

Luna99 does not charge any fees for withdrawing your winnings. The full amount you request will be credited to your bank account without any deductions. However, your bank may apply its own processing charges — please check with your bank for more information on incoming transfer fees.

A withdrawal may be rejected for the following reasons:

• KYC incomplete or documents missing
• Bonus rollover requirements have not been fully met
• Bank account details do not match the name on the Luna99 account
• The bank account used for deposit differs from the withdrawal account
• Insufficient balance after deducting active wagering requirements

Contact our customer support with your transaction ID for a detailed explanation.

Rollover (also known as wagering requirements) is the total amount you need to wager before bonus funds can be converted into withdrawable cash. For example, if you receive a RM 100 bonus with a 10x rollover, you need to place bets totalling RM 1,000 before a withdrawal is permitted. Check the promotions page for the specific rollover requirements of each offer.

Bonus validity periods vary by promotion type. Generally, active deposit bonus for 7 to 30 days from the date the bonus is credited. Weekly cashback must be used within 7 days. Check the details of each promotion on the offers page to make sure you use your bonus before it expires. Expired bonuses will be forfeited automatically.

In general, only one active bonus at any one time unless otherwise stated in the promotion terms. However, cashback and sports rebates may run concurrently with deposit bonuses in some cases. Check the promotions page or contact our support team for guidance on permitted bonus combinations.

Take the following immediate actions:

• Change your password immediately
• Enable 2FA if you haven't done so already
• Contact the Luna99 support team via 24/7 live chat
• Review your login history and transaction records in your account
• Report any unrecognised transactions to our team

The Luna99 security team will investigate and take immediate protective action on your account.

Yes. luna99 uses 256-bit SSL encryption for all data transmitted between your browser and our servers. Your personal data is stored securely and will not be shared with third parties without your consent, in accordance with Malaysia's Personal Data Protection Act (PDPA) 2010. We do not store credit card information directly — all transactions are processed through certified payment gateways.

Yes, the luna99 app is also available for iOS devices (iPhone and iPad). You can download it via the Download of ours. Follow the installation instructions via the configuration profile or direct link provided. The app supports iOS 13.0 and above and includes Face ID and Touch ID biometric login for maximum security and convenience.

Try the following troubleshooting steps in order:

• Fully close and relaunch the app
• Check your internet connection — switch between WiFi and mobile data
• Clear the app cache in your device Settings
• Uninstall and reinstall the latest version of the app from download page
• Make sure your device's operating system is updated to the latest version

If the issue persists, contact our support team via live chat with your device model and OS version for further assistance.

luna99 VIP members enjoy a range of exclusive privileges:

• Personal account manager available to assist 24/7
• Higher withdrawal limits with priority processing
• Exclusive bonus that are unavailable to regular members
• Higher cashback based on VIP tier
• Exclusive event invitations and surprise rewards
• Early access to new games and promotions

Yes, luna99 VIP levels are recalculated every month based on your betting activity. If your activity drops significantly during the review period, your VIP level may be adjusted downward. However, Diamond VIP members enjoy guaranteed status for a minimum of 3 months before any adjustment takes effect. We encourage you to stay active to maintain and advance your VIP level.

All games at luna99 use Random Number Generator (RNG) that is certified and independently audited by international verification bodies. Our Live Casino is streamed in real time with professional dealers, ensuring full transparency in every game round. Game results cannot be manipulated by any party — including luna99 itself.

Yes, most slot games at luna99 offer free demo mode that lets you try games without using real money. This is especially useful for understanding game mechanics before placing real bets. However, Live Casino and Sports Betting are only available in real-money mode. Log in to your account to access demo mode.