Operating standards at Luna Casino UK are defined by a set of terms and conditions that cover everything from account registration to withdrawal processing, responsible gaming tools, and dispute resolution. This article walks through all the key sections so you know what to expect before and during your time as a player.

The document is version 1.6, last updated December 3, 2024. All fees mentioned are in euros unless stated otherwise. The terms are written in English, and in any conflict between a translated version and the English text, English takes precedence.

By checking the registration box when creating an account, you enter into a legally binding agreement. Any failure to comply with the terms can result in account suspension, disqualification, or legal action.

Who Can Register and Play

Players must be at least 18 years old, or the minimum legal gambling age in their jurisdiction – whichever is higher. Luna Casino can request proof of age at any point. Accepted documents are a passport, driving license, or official ID card.

If a minor makes a deposit, the funds are returned to the original payment method. If that’s not possible, the money goes to the minor’s verified legal guardian, with documentation required to prove guardianship. Any winnings from underage deposits are void, and the account is closed immediately.

Restricted Countries

Players from the following countries cannot deposit or play in real money mode:

Algeria, Angola, Australia, Austria, Belgium, Bulgaria, Burkina Faso, Cameroon, China, Côte d’Ivoire, Czech Republic, Denmark, Democratic People’s Republic of Korea, Democratic Republic of Congo, Estonia, France, Germany (State of Schleswig-Holstein), Greece, Haiti, India, Iran, Israel, Italy, Japan, Kenya, Lao People’s Democratic Republic, Lebanon, Lithuania, Mali, Mexico, Mozambique, Myanmar, Namibia, Nepal, Netherlands, Nigeria, Pakistan, Philippines, Poland, Portugal, Republic of Cyprus, Romania, Russia, Serbia, Singapore, Slovakia, Slovenia, South Sudan, Spain, Switzerland, Syria, Tanzania, Thailand, Turkey, Ukraine, USA, Venezuela, Vietnam, and Yemen.

Additionally, players from Slovakia are not permitted to access the Live Casino section of the lobby, even where other play may be available.

Account Registration and Types

Each player is allowed one account only – one per person, household, email address, credit card number, or shared computer environment. If Luna detects multiple accounts linked to the same person through IP address, bank details, transaction patterns, or other indicators, all linked accounts can be suspended and transactions reversed.

All registration information must be accurate, complete, and up to date. Luna reserves the right to verify a customer’s address by mail, email, phone, or live chat. If verification fails, winnings will not be paid.

If your personal details change after registration, you’re required to update them and provide supporting documents.

There are three account types:

Practice Account – No real money involved. Funds have no monetary value. Only a name, email, and password are needed to register.

Bonus Account – No deposit of real funds required. Requires a validated email, name, address, and contact details. If no deposit is made within 30 days of opening a bonus account, any bonus funds in the account are removed and cannot be recovered.

Real Money Account – Requires a minimum deposit and full registration details. The minimum deposit threshold can change at any time.

Account Security and Usage

Your account is for personal use only. You cannot share, sell, or transfer it. Anyone who logs in using your credentials is treated as you – all transactions made with the correct username and password are considered authorized. Luna takes no responsibility for third-party access using valid credentials.

If you become aware of unauthorized activity on your account, notify support immediately. Luna will suspend the account pending investigation.

One specific rule: VIP points can only be converted to cash for customers who registered before March 19, 2017.

Deposits

Standard minimum deposit amounts, unless stated otherwise on the relevant casino pages:

• 10 AUD / CAD / CHF / EUR / GBP / USD / NZD
• 100 DKK / SEK / ZAR

Deposits are processed immediately upon confirmation from the payment processor, except for wire transfers. Email confirmation is sent after every deposit.

All deposits must come from a payment source where you are the named account holder. If you deposit using another person’s payment method, you’ll be required to provide identification documents from both parties and a completed, signed Letter of Authority.

Luna performs KYC (Know Your Customer) checks when you make a deposit. Documents that may be requested include:

• Copy of an identification card or passport
• Copy of a driving license
• Copy of the front of the payment card used (middle 8 digits may be blacked out)
• Up-to-date utility bill showing name and address
• Bank or credit card statement showing recent transactions to Luna
• Signed Deposit Confirmation Form

The only accepted way to submit verification documents is through the Upload Docs page in your account area. Documents sent through any other channel are not accepted.

Chargeback Policy

No chargebacks can be initiated. If a deposit is disputed or reversed without valid reason, Luna can close the account, initiate legal proceedings to recover the funds, and report the matter to the police if fraud is suspected. Luna also reserves the right to recover the outstanding amount directly from the account balance.

Available Deposit Methods

Credit/Debit Card (Visa, Mastercard, Maestro/Switch/Solo), Trustly, Neteller, Skrill, Payz, Fast Bank Transfer, PaySafeCard, Sofort, Instant Payments by Citadel, INTERAC, and Webmoney. Luna can add or remove methods at any time without prior notice.

Withdrawals

Standard minimum withdrawal amounts:

• 20 AUD / CAD / CHF / EUR / GBP / USD / NZD
• 200 DKK / SEK / ZAR

The maximum amount a player can cash out is €10,000 every 30 days. Amounts above this are paid in monthly installments of €10,000. The maximum per single withdrawal transaction is €5,000.

For wins of €5,000 or more, or any jackpot win, additional time may be needed to verify the win with a third party before processing.

Requirements Before Withdrawal

To withdraw, a player must have a Real Money Account (at least one successful deposit on record), have submitted and received approval on proof of address, proof of ID, and proof of ownership of the payment method used. Any applicable bonus requirements must also be fulfilled. Luna recommends uploading documents before placing a withdrawal request to avoid delays.

Withdrawals are returned to the same method used for deposits where possible. Credit card deposits are refunded to the card; online wallet deposits go back to the same wallet.

Withdrawal Fees

• Wire Transfer: €10 (no charge for amounts over €500)
• Credit/Debit Cards: No charge
• Online Wallets (Payz, Skrill, Neteller, PaySafeCard): No charge
• Withdrawals made without prior real money activity: €5 flat fee deducted from the account balance

Processing Timeline

After a withdrawal is requested, it remains pending until midnight GMT the following day. It then moves to the accounts department for processing on the next business day, provided all required information is available. You can cancel or modify the request at any time before it is fully processed.

Before any withdrawal is released, Luna reviews the account for terms and conditions compliance, bonus policy adherence, and responsible gaming considerations. Luna reserves the right to withhold or cancel a withdrawal if a breach is identified, or if the account is subject to a responsible gaming restriction.

Withdrawal requests are only valid when submitted through the withdrawal page in the casino software. Requests via email, phone, or any other method are not accepted.

Bonuses

Bonus terms are governed by Luna’s separate Bonus Policy, which forms part of the overall terms and conditions. In the event of a conflict between the two documents, the bonus-specific rules take precedence.

When a player places a self-limitation or exclusion on their account, any active bonuses, cashback arrangements, or personal offers are forfeited. Luna also reserves the right to remove accrued VIP points and reduce the player’s VIP level to the lowest tier.

Inactive Accounts

An account is considered inactive after 6 consecutive months without a login. Once inactive, Luna charges a monthly inactivity fee deducted from the account balance. Monthly fee amounts by currency:

Currency	Monthly Fee
EUR, GBP, USD, AUD, CAD, CHF, NZD and others	5.00
QAR, SAR, AED, PEN	20.00
HKD, UAH, SEK, DKK, MAD, ZAR	50.00
MXN	100.00
THB	250.00
INR	400.00
ARS	500.00
JPY	750.00
NGN, CLP	5000.00

If the balance is insufficient to cover the fee, it is depleted to zero. No fee is charged on an already-zero balance. Luna will send an email notification 30 days before the first fee is applied. To reactivate an account, simply log back in.

VIP points must be converted within 180 days of being granted, after which they are removed.

To recover funds from an inactive account, log in and submit a withdrawal request. If the account is blocked or excluded, contact Customer Support.

Incomplete Games

If you lose internet connection or leave a game before it ends — for example, during a bonus round in slots or a hand in blackjack — you can resume it by logging back in and reopening the game. You have 14 days to do this. After that, the game closes, the bet is not returned, and any potential winnings are forfeited.

If the interruption was caused by a fault with Luna’s gambling system, the window extends to 30 days. If the issue remains unresolved after 30 days, the bet is returned.

Technical Malfunctions

If a technical fault causes a game to pay out more than it should, Luna reserves the right to remove the incorrectly credited amount and any winnings generated from those funds. If a player is found to have deliberately exploited a glitch, the account is closed and winnings are voided.

In the event of a full system malfunction, all active wagers are void. If a game fails mid-round due to a system error, the wagered amount is refunded to the player’s account.

Responsible Gaming

Luna provides several tools to help players manage their activity.

Deposit Limits – Players can set daily, weekly, or monthly deposit limits in the Cashier section. Decreasing a limit takes effect immediately. Increasing a limit takes 24 hours, during which time the player can reconsider the change.

Self-Exclusion / Play Limitation – Players can restrict their account for a period ranging from 24 hours to indefinite. The exclusion can apply to the current account only, or to all accounts under Luna’s license — past, present, and future. To set an indefinite exclusion or extend an existing one, contact Customer Support after placing the restriction online. During any active exclusion, players must not attempt to reopen their account or create new ones. Any winnings generated during an exclusion period are void.

Game Status Reminder – A pop-up notification can be set to appear every 15, 30, 45, or 60 minutes during play, showing total gameplay duration, bet amounts, and payout values. This can be configured in the Personal Area of the casino software.

Time Limit – Automatic logout after a set period of time. Contact Customer Support to enable this feature.

Deposit limits are account-specific. If a player holds more than one account under Luna’s license, limits must be applied separately to each account.

Artificial Intelligence Software

Players are prohibited from using any AI software to gain an advantage during play. Luna actively monitors for this and, if a detection is deemed valid at their sole discretion, the account is terminated and all winnings are cancelled.

Data, Privacy, and Monitoring

Luna can electronically monitor the site and its users at any time to ensure compliance with the agreement. User information – including personal data and gaming history – can be shared with regulators, law enforcement, and other authorities in connection with fraud investigations, money laundering inquiries, or regulatory obligations.

All phone calls are digitally recorded and may be used as evidence. SSL encryption is used for transaction security, and customer data is not sold to third parties.

Customer Complaints

If an issue arises, the process is as follows:

1. Contact Customer Support – Submit the complaint in writing, including your account username, full name, a detailed description of the issue, and the relevant dates and times.
2. Escalation – If the issue is not resolved at support level, request escalation to a manager or supervisor. A response will be provided within 96 hours.
3. eCOGRA ADR – If still unresolved, players can contact eCOGRA, an MGA-authorized Alternative Dispute Resolution provider. Their decision is binding. Conditions for using this service: at least two weeks must have passed since the issue began, all reasonable attempts to resolve it with Luna must have been made, the dispute must not already be under review by another ADR or court, and the dispute must have arisen within the past year.
4. Malta Gaming Authority – Players can also file a complaint directly with the MGA. Address: Building SCM 02-03, Level 4, SmartCity Malta, Ricasoli SCM1001, Malta. Phone: +356 2546 9000.

Governing Law

All disputes are governed by the laws of Malta. Maltese courts have sole jurisdiction over any matters arising from or connected to the agreement.

Player Funds Protection

Player funds are kept in a separate bank account from Luna’s business funds. These funds are protected from third-party claims, including in the event of insolvency. The holding institution is aware of this separation requirement and has agreed not to combine player funds with any other account or apply them against company debts.

Additional Rules

Account usage – The account is not a banking facility. Deposits should only be made with the intention of placing bets. If Luna identifies a pattern of repeated deposits and withdrawals without proportionate betting activity, or exclusively very low-risk bets, they reserve the right to charge a bank handling fee of 15% and close the account.

Payment method matching – Winnings can be voided if your name does not match the name on the payment method used for the deposit. Luna may request documentation before taking action, and the burden of proof rests with the player.

Transfers between players – Strictly forbidden.

Disconnecting during games – Players must not intentionally disconnect during a game. If Luna determines this occurred, the account can be blocked and no refund of remaining funds is required.

Taxes – Depending on your jurisdiction, you may be responsible for reporting winnings and losses to your local tax authority.

Jackpot displays – Jackpot amounts shown in the casino lobby are for information only. The amount displayed within the game at the time of the win is what’s honored, based on the server-side value at that moment.

RTP – The return to player percentage for each game is listed in the game rules and is subject to change. Luna recommends checking the game rules each time you play if RTP is a factor in your decision.