lunabetFootball Betting Platform – Liga 1 with OVOe-wallet & mobile banking

Support channels

We at lunabet operate multiple support channels to ensure you can reach us through your preferred method. Live chat is available during business hours (09:00–22:00 UTC+7) and offers the fastest response time, typically under subject to verification for account questions, payment issues, and game rules. Email support ([email protected]) is available 24/7 and receives responses within 24 hours; this channel is ideal for detailed requests, document uploads, and account recovery. In-app help provides instant access to FAQs, step-by-step guides for deposits and withdrawals, game rule explanations, and troubleshooting articles. Our support team speaks English and regional languages, ensuring clear communication regardless of your background. For urgent issues outside business hours, email remains the fastest documented channel; we monitor and prioritize urgent flags in the subject line.

Common request categories

Our support team handles four primary request categories, each with a standard resolution path. Login and account access issues — forgotten passwords, two-factor authentication problems, or account lockouts — are resolved through automated reset links or manual verification within 24 hours. KYC and verification requests involve document review (ID copy, proof of address); we aim to complete verification within 2–4 hours during business hours, though complex cases may require additional information and take up to 48 hours. Withdrawal and payment requests include processing-time inquiries, failed transaction troubleshooting, and refund requests; these are prioritized and typically resolved within 24 hours. Technical issues — app crashes, slow loading, game freezes — are logged and escalated to our engineering team; most are resolved within 4–12 hours. Each category has a dedicated queue to ensure your request reaches the right specialist.

Response window expectations

We maintain clear response-window expectations to help you plan. During business hours (09:00–22:00 UTC+7), live chat responses arrive within subject to verification for most inquiries; email responses within 2 hours. Outside business hours, email is monitored and flagged for priority handling; responses arrive within 24 hours. Account verification (KYC) typically completes within 2–4 hours if documents are clear and complete; if additional information is needed, we notify you within 24 hours. Withdrawal requests are reviewed within standard windows; e-wallet methods (DANA, OVO, GoPay) process within subject to verification once approved, while bank transfers may take 24–48 hours depending on bank processing. If your request exceeds these windows, contact support immediately with your ticket number or transaction ID; delays are rare and usually indicate a system issue or missing document that we can resolve quickly.

Escalation flow

If your initial support request is not resolved to your satisfaction, we have a clear escalation path. First, reply to your support ticket with details about why the resolution did not work; your message is automatically flagged for supervisor review. Supervisors typically respond within 4–8 hours during business hours. If the issue remains unresolved after supervisor review, request escalation to our compliance team by mentioning "escalation request" in your message; this triggers a formal review and response within 48 hours. To speed up escalation, include your account ID, the original ticket number, a clear description of the problem, and any relevant transaction IDs or screenshots. Escalations are handled by senior staff and often result in manual investigation, account adjustments, or refunds where applicable. We track all escalations to identify patterns and improve our processes; your feedback helps us serve you better.