❓ Frequently Asked Questions
Answers to all your questions about lu99, right here
From verification to deposits, VIP benefits and support — you will find detailed answers to all your questions about lu99 on this page.
If a question comes to mind while using lu99, this page is your first stop. Account verification, depositing via various mobile banking methods, how VIP cashback works and how to contact the support team — a total of 18 to 20 questions and answers are organised across these four main sections. Every answer is written in plain language so that both new and experienced players benefit equally. If you cannot find the answer to a question here, our support team is with you 24/7.
Verification & Documents
The verification process is primarily about keeping your account secure. It ensures that only you can manage your account and that no one else can make transactions in your name. It also helps prevent account fraud and money laundering. As a platform committed to security and fair play, lu99 makes verifying every user's identity a priority.
A National ID card (NID) is generally considered the most accepted document. A valid passport or driving licence can also be submitted. The document photo must be clear, complete and unaltered. Cropped, blurry or edited images are not accepted. The support team will confirm which document applies in your case.
lu99 may request document verification when you apply for a large withdrawal for the first time, or when unusual activity is noticed on your account. This is a normal part of the platform's security process and applies to all users. Having your documents ready in advance will help the process go faster.
lu99 stores all personal documents using SSL encryption. Your information is not shared with third parties. Data protection is ensured in accordance with the site's privacy policy, and only authorised staff can view documents during the verification process. For more details, please see our privacy policy page.
Deposits
First, confirm from your mobile banking app that the transaction was successful. Even if it was, wait a few minutes, as there can sometimes be a short delay due to network issues. If more than 15 minutes have passed, contact the support team via live chat with your transaction ID and a screenshot. They will resolve the issue promptly.
To deposit via Nagad, first log in to your lu99 account and select Nagad from the deposit section. Send Money to the Nagad number shown and use your lu99 ID as the reference. The minimum deposit amount is ৳200. Once the transaction is complete, fill in the form on the site. The money will be added to your account quickly.
The minimum deposit amount at lu99 is ৳200 for all payment methods. This applies to bKash, Nagad, Rocket, Upay and bank transfer alike. This low amount makes it easy for new players to get started and enjoy the 120% welcome bonus.
lu99 does not charge any deposit fee of its own. However, your mobile banking provider (such as bKash or Nagad) may apply their standard Send Money charges, which depend entirely on that service's own policy. For bank transfers, the relevant bank's fees may apply.
Yes, bKash is one of the most popular payment methods at lu99. Select bKash from the deposit section, Send Money to the number shown and include your lu99 user ID as the reference. You can deposit any amount starting from a minimum of ৳200.
VIP & Cashback
You move up to higher VIP levels automatically by playing regularly and staying active at lu99. Your progress is measured by the total amount you wager, and the platform advances you to the next level on its own. The more active you are, the faster you will reach higher levels.
lu99 has four VIP levels in total. The Bronze level offers up to 0.2% weekly cashback. Silver offers 0.4%. Gold offers 0.6%, and the top Platinum level offers up to 0.8% weekly cashback. Benefits increase at each level.
Each week, cashback is calculated on your total wagers at the rate set for your VIP level. For example, the Gold level applies up to 0.6%. At the end of the week, this cashback is credited directly to your lu99 account. Check the cashback section of your account for the exact amount.
In addition to cashback, members at higher VIP levels may receive priority withdrawal processing, early access to special promotional offers and dedicated support assistance. Platinum level members enjoy exclusive events and exclusive offers.
VIP levels are determined by your ongoing activity. If you stay active, you can maintain your level or move even higher. A long period of inactivity may result in your level being reviewed. Continuing to play regularly and staying active is therefore the best way to keep your level.
Support Questions
Before contacting support, have your lu99 user ID, the transaction ID or reference number related to the issue, and a brief description of the problem ready. Keep a screenshot handy if needed. This will allow the support team to resolve your issue quickly and accurately.
Yes, the lu99 support team is active seven days a week, 24 hours a day (24/7). Whether it is the middle of the night or an Eid holiday, you can reach us via live chat or email at any time. There are no set closed days.
Absolutely. The lu99 support team provides assistance in both Bengali and English. Bengali is given priority so that players from Bangladesh can be served in their native language. You can get in touch in whichever language you are comfortable with.
lu99 currently has two support channels. The first is live chat — once you are logged in to the site, click the chat icon to speak with someone directly. The second is email: [email protected] — email is convenient for detailed questions or sending documents.
The support team works 24/7 and aims to respond to emails as quickly as possible. For urgent matters, live chat is the most effective option for immediate help. Including a brief description of the issue and your user ID in the email subject line increases the chances of a faster response.
Still have questions?
If you could not find the answer on this page, the lu99 support team is always here for you. In Bengali or English, day or night — we are ready to help.
Live Chat
Log in to the site and chat at any time. Active 24/7.
Email Support
[email protected] — email us for detailed issues.