deluna Casino & Sportsbook FAQ
Users across Jakarta, Surabaya, Bandung, Medan, Semarang, and Yogyakarta ask us frequently about account setup, payment flows, game rules, and account security. This page answers the most common questions we receive—from KYC verification and DANA deposits to slot RTP and withdrawal timelines.
We've built this FAQ to help you navigate deluna without delay. You'll find answers about how we handle deposits via e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, and bank transfers (local payment, online payment, e-wallet, mobile banking); how to verify your identity; and what to do if you run into trouble. If your question isn't covered here, scroll to the bottom to find support contact details.
For information about our legal and jurisdictional policies, please read our legal notice and terms and conditionsThose pages explain service availability, account eligibility, and your responsibilities as a deluna user. This FAQ focuses on practical how-to questions and account troubleshooting.
Topics covered on this page
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposits via local payment, online payment, e-wallet, mobile banking, local payment, and bank accounts; withdrawal timelines
- Game rules and offersRTP, free bets, free spins, how game settlement works
- Security and supportaccount protection, multi-account policy, support response times
If you cannot log in to deluna, first verify your username and password are correct—check for capital letters, spaces, or typos. If you've forgotten your password, use the "Forgot password?" link on the login page; we'll send a reset link to your registered email within minutes. If you still cannot access your account, contact our support team via in-app messaging (if you can access deluna at all) or email [email protected] with your username and registered email address. Include any recent changes (new phone, new email) you made to your account. Our team will verify your identity using your KYC documents and restore your access within two business hours.
If you cannot log in to deluna, first verify your username and password are correct—check for capital letters, spaces, or typos. If you've forgotten your password, use the "Forgot password?" link on the login page; we'll send a reset link to your registered email within minutes. If you still cannot access your account, contact our support team via in-app messaging (if you can access deluna at all) or email [email protected] with your username and registered email address. Include any recent changes (new phone, new email) you made to your account. Our team will verify your identity using your KYC documents and restore your access within two business hours.
No. Each deluna user is permitted one active account. Our system detects and blocks duplicate accounts linked to the same identity (national ID, email, phone number, or payment method). If we discover you are operating multiple accounts, we suspend all of them without notice and may forfeit any funds in those accounts. If you've accidentally created a second account, contact us immediately at [email protected] with your details. We can help you keep your primary account active and close any duplicates.
Payments and transactions
Deposits via local payment, online payment, or e-wallet on deluna are instant. Open the deluna app or website, log in, and navigate to "Deposit." Select your e-wallet (mobile banking, local payment, or online payment), enter your deposit amount, and confirm. You'll be redirected to your e-wallet app to authorize the payment. Once you approve it there, the funds appear in your deluna account instantly—no additional waiting. Alternatively, you can use e-wallet: select mobile banking at checkout, scan the QR code with your preferred payment app (local payment, online payment, e-wallet, or any mobile banking-compatible service), and your deposit processes immediately. For bank transfers via local payment, online payment, e-wallet, or mobile banking, we provide you a unique virtual-account number; transfer your deposit amount there, and we credit your deluna account within subject to verification of our system receiving the payment.
Withdrawal requests on deluna are reviewed within two business hours during our support hours (08:00–22:00 Jakarta time). If you submit a withdrawal during those hours, we typically process it immediately; if you submit it outside those hours, review begins when support resumes. Once approved, the transfer time depends on your withdrawal method: e-wallet withdrawals (local payment, online payment, e-wallet) reach your account within subject to verification; mobile banking transfers typically arrive within subject to verification; bank transfers (local payment, online payment, e-wallet, mobile banking) may take up to one business day depending on your bank. Withdrawals require that your account passes KYC verification, you have not recently changed your email or phone, and your withdrawal amount meets our minimum threshold. If your withdrawal is delayed beyond the stated timelines, contact [email protected] with your transaction ID.
Game rules and offers
RTP stands for Return to Player. It's a percentage that describes how much of all wagers a slot game returns to players over a long period (typically thousands of spins). For example, a slot with a returns an average of 96 pence per pound wagered by all players combined. This is a theoretical average, not a guarantee on any single spin—individual sessions will vary widely. On deluna, we display the RTP for every slot game (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways, and others) so you can choose games that match your preferences. Higher RTP does not mean the game is easier to win; it simply reflects the mathematical structure of the game over time. Always check the RTP in the game info or help section before you start playing.
Free bets and free spins are promotional credits we occasionally offer to new or existing deluna users. Free bets are credits you can use on sportsbook markets (Liga 1, Piala Indonesia, Champions League); free spins allow you to spin a slot game without using your own funds. When we issue free bets or free spins, they appear in your account under a "Promotions" or "Offers" section. Each promotion comes with specific terms: a validity period (typically 7–30 days), wagering requirements (you may need to wager the credit a certain number of times before withdrawing any winnings), and eligible games (free spins may only work on certain slots). Read the terms carefully before using any free bet or free spin. Unused promotions expire at the end of the validity period. We do not notify you by SMS or email when a promotion is about to expire; check your account regularly.
Security and support
We aim to respond to all deluna user queries within two hours during support hours (08:00–22:00 Jakarta time, every day). Our support team handles inquiries via email ([email protected]), in-app messaging, and live chat (available on the website and app). For urgent account-recovery or security issues, use in-app messaging—it routes your message to a priority queue. If you contact us outside 08:00–22:00, your message is queued and we respond as soon as support resumes. Response time may be longer during public holidays (Idul Fitri, Idul Adha, Imlek, Nyepi) or unusually high traffic. We respond in English and Indonesian. You can track the status of your support ticket in your account under "Help & Support."
Need more help? If your question isn't answered here, contact our support team at [email protected]use in-app messaging in the deluna app, or visit our legal notice and terms and conditions for policy details.