HELP CENTER
How can we help?
Search for an answer or browse by topic.
ACCOUNTHow do I create an account?+
Tap Sign up, choose a player name, enter your contact details and password, confirm you are 18 or older, and accept the Terms and Privacy Policy.
ACCOUNTI forgot my password+
Use Forgot password on the login page. If you still cannot sign in, contact Starlume Support.
ACCOUNTCan I have more than one account?+
No. Each person may use one account. Extra accounts may be suspended or closed.
ACCOUNTHow do I delete my account?+
Contact Starlume Support and ask to close your account.
WALLET & BONUSESWhat is my Cash Wallet?+
Your Cash Wallet holds approved deposits and eligible funds withdrawn from connected games. Cash payout requests come from this balance.
WALLET & BONUSESWhat is Bonus Play Credit?+
Bonus Play Credit is promotional game credit. It is used first when you load a connected game and cannot be withdrawn as cash.
WALLET & BONUSESWhere did my daily reward go?+
Daily rewards are added to Bonus Play Credit, not your Cash Wallet. Both balances are shown separately on Home and Wallet.
WALLET & BONUSESWhy did my balance change after a game load?+
Game loads use Bonus Play Credit first, then use your Cash Wallet for any remaining amount.
GAMESHow do I start playing?+
Open Games, select a connected platform, create or view your game login, then use Load a Game to move funds into it.
GAMESHow do I bring winnings back?+
Open Withdraw from Game, select the game, check its live balance, enter an amount, and confirm the transfer back to your Cash Wallet.
GAMESWhy is a game unavailable?+
Only platforms with an active provider connection can create accounts, load funds, and process withdrawals.
PAYMENTSHow do I add money?+
Open Add Money, choose a payment method, enter the exact sender name and amount, then complete payment. Your Cash Wallet updates after verification.
PAYMENTSHow do I request a payout?+
Withdraw game funds to your Cash Wallet first, then open Get Paid and carefully confirm the recipient name and payment tag.
PAYMENTSWhy is my payment pending?+
A payment stays pending until it has been matched and verified. Its current status appears in Activity.
SAFETYHow old do I have to be?+
You must be 18 or older, and older where local law requires it.
SAFETYWhat information should I never send in chat?+
Never send passwords, verification codes, full payment-card details, private keys, or recovery phrases.
SAFETYPlaying too much?+
Take regular breaks and keep play within limits you can afford. See Responsible Play for more support.