Choose a channel based on whether you need a conversation or a written record. Email and telephone operating hours, supported languages and response-time targets are not documented; check the operator’s current contact page and terms before relying on a particular service.
Choose a support channel
| Channel | Contact or access | Documented availability | When to consider it |
|---|---|---|---|
| Live chat | Use the chat offered on the official Lunaris site | 24/7 | For back-and-forth questions or clarification of an account message |
| support@lunaris.casino | Operating hours and reply targets are not documented | For a written explanation with a clear timeline and relevant evidence | |
| Telephone | 1-888-606-4017; advertised as toll-free | Operating hours and geographical coverage are not documented | If you prefer speaking; ask for written confirmation of important instructions |
The exact chat-opening steps are not documented. Start from the official site’s contact page rather than an unsolicited message or search advertisement. Supported languages are also not documented: ask whether an agent can assist in your preferred language before sharing a detailed account of the problem. An English-language website does not establish which languages agents support.
Prepare the details that match your problem
A useful request identifies the affected action, what happened instead and the outcome you want. The checklist below is general preparation guidance, not Lunaris’s required submission procedure. Only include information relevant to the issue, and redact unrelated personal or financial details from screenshots.
| Issue | Useful information | A focused question |
|---|---|---|
| Sign-in or account access | The exact error message, device and browser, and whether account-recovery messages arrive | Which recovery step should I use, and can you explain the account restriction? |
| Deposit not credited | The transaction reference, payment method, date and status shown by the payment service | Can you locate this transaction and explain its current status? |
| Pending withdrawal | The withdrawal reference, request date, Cashier status and any verification message | Which stage is pending, and is any action required from me? |
| Identity verification | The wording of the request or rejection, with sensitive document details removed | What requirement remains unmet, and where should I submit the requested material securely? |
| Bonus disagreement | The offer name, saved terms, activation message and relevant account entry | Which clause applies, and how was this decision or balance calculated? |
| Game interruption or disputed result | The game title, round reference if available, date and a screenshot of the error | Can you investigate this round and provide the recorded result? |
For a withdrawal question, identify the pending stage
Lunaris documents withdrawal requests through the Cashier’s Payout tab, followed by email verification; new players may also need identity verification. It says withdrawal limits are account-specific and displayed in the Cashier. Tell support which stage you have reached rather than describing every delay as a payment failure. See the withdrawal guide for the documented process and the verification guide for related questions.
Write a request an agent can act on
- Lead with the issueUse a specific subject, such as “Withdrawal status query” or “Account access error”. State the affected action before adding background.
- Give a short chronologyExplain what you attempted, what appeared on screen and what you have already tried. Include relevant dates and references without sending your entire account history.
- Ask for a concrete next stepRequest an explanation, correction or secure submission instruction. Ask whether you need to do anything and how progress will be communicated.
- Keep a usable recordSave the correspondence and any case reference provided. After a telephone conversation, request a written summary of decisions or document requests.
How to escalate an unresolved issue
A formal Lunaris complaints procedure, dedicated escalation contact and complaint-handling deadline are not documented. Check the operator’s current terms and ask support for its complaints route. The following steps are general guidance, not a confirmed Lunaris escalation policy.
- Reply in the existing conversation where possible. Identify the unanswered question and include the earlier case reference.
- Ask whether the matter can be referred to the team responsible for the issue or reviewed by a supervisor. Request confirmation of the next step.
- If it remains unresolved, ask how to submit a formal complaint and obtain a written decision explaining the relevant terms.
- Keep your evidence together. Before approaching an external dispute body, check that it actually has jurisdiction over the operator and your complaint; do not assume an escalation service is available.
Protect your account while seeking help
- Do not share passwords, one-time sign-in codes, payment-card security codes or crypto recovery phrases.
- Confirm the destination before submitting identity documents. Lunaris’s support-specific document-submission procedure is not documented; ask for the current secure route.
- If you suspect unauthorised access, tell support explicitly and secure the linked email account. The login guide covers account-access precautions.
- If gambling is causing harm, state that you need help restricting access rather than sending a general account query. Ask which restrictions are available; Lunaris’s specific tools and handling procedure are not documented. In Ontario, contact ConnexOntario at 1-866-531-2600. See responsible gambling guidance.
Customer support FAQ
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