lux hokiFrequently Asked Questions

Go to the login page and click the "Forgot password?" link. Enter your username or email address. We will send you a password reset link to your registered email. Click the link and follow the on-screen instructions to create a new password. The reset link expires after one hour for security. If you don't receive the email, check your spam folder or contact our support team. We can also help you reset your password via chat or email if you provide your username and the email address associated with your account.

KYC verification on lux hoki requires three documents: a valid national ID (KTP, passport, or driver's license), a proof of address (utility bill, bank statement, or government letter dated within the last three months), and a selfie photo holding your ID. Upload these documents from your account settings under "Verification". We review submissions within one business day. If a document is unclear or incomplete, we will ask you to resubmit. Once approved, your account is fully verified and you can deposit and withdraw without limits.

We encrypt all data transmitted between your device and our servers using TLS protocols. Your password is never stored in plain text—we store only a cryptographic hash. Your KYC documents (ID, proof of address, selfie) are encrypted and stored on secure servers. Your payment method details are encrypted before transmission and we do not store your full card or bank account number on your device. You can request a copy of your data or delete your account anytime from your account settings. Read our Privacy Policy for full details on data retention, third-party sharing, and your rights.

Deposit ranges vary by payment method. DANA, e-wallet, mobile banking, and local payment typically support deposits from a few thousand rupiah up to several million per transaction. online payment and e-wallet support similar ranges. Bank virtual accounts (mobile banking, local payment, online payment, e-wallet) allow deposits from a few thousand rupiah with no upper limit per transaction. Your account may have daily or monthly account preferences based on your verification status. Unverified accounts have lower limits; once you complete KYC verification, limits increase. Contact our support team if you need to know your specific limits or request a temporary increase.

Withdrawal requests on lux hoki are subject to a standard fraud review. Most withdrawals are approved within one to three business days. During peak periods (around Idul Fitri, Idul Adha, or major Liga 1 matches), reviews may take longer. Once approved, the funds are transferred to your payment method—mobile banking, local payment, online payment, e-wallet, mobile banking, or bank account—within one to two business days depending on your bank. You can check your withdrawal status anytime from your account history. If a withdrawal is delayed beyond the expected window, contact our support team with your withdrawal ID.

We offer a welcome bonus for new accounts that meet our eligibility criteria. The offer is subject to terms and conditions, including minimum deposit and playthrough requirements. Specific bonus amounts and terms vary and are displayed during account creation. All bonuses are credited to your account after your first deposit is confirmed. Bonus funds are separate from your cash balance and may have restrictions on which games you can play or how you can withdraw them. Read the full terms before accepting a bonus. If you have questions about your bonus or how to claim it, contact our support team.

RTP stands for Return to Player. It is a percentage that describes how much of all money wagered on a slot game is returned to players over a long period of time. For example, a slot with returns an average of our welcome offer for every our welcome offer wagered across thousands of spins. RTP is a statistical average, not a guarantee for individual sessions. Short-term results can vary widely. Each slot game on lux hoki displays its RTP in the game information or help menu. Higher RTP games tend to be more favorable to players over time, but luck still plays a major role in any single session. RTP does not predict your personal outcome.

Our support team handles English and Indonesian. You can contact us via email or chat during business hours in either language. Response times vary depending on volume, but we aim to reply within a few hours during peak times and within one business day during off-peak times. If you need urgent help with a payment issue or account access problem, use the chat feature for faster response. For non-urgent questions, email is also available. Our support team can help with account setup, payment troubleshooting, KYC verification questions, withdrawal status, and general platform questions.