Fortunica Casino: How to Get Support

Contacting Fortunica Online Casino

We run our support desk through two channels: Live Chat, available 24/7, and email. Live Chat sits on-screen wherever you are on the site, so questions about your account, a deposit, or a pending withdrawal can be raised without leaving the page you're on. For anything that needs a written trail — document uploads, formal requests, or a detailed account query — our email address is support@fortunicabet.com.

Complaints and escalation

If a complaint is not resolved to your satisfaction, or you are disputing the outcome of an internal review, it can be raised directly with our complaints desk at complaints@fortunica.casino. Complaints left unresolved after two months, or disputes over an internal management decision, can be escalated to EGIS ADR, the alternative dispute resolution body, by writing to disputes@egis-adr.com. Both we and the player agree to cooperate in good faith with EGIS ADR, and its decisions are binding on both sides.

For questions specifically about how your data is handled, we maintain a dedicated privacy desk at privacy@fortunica.casino. Each address exists for a distinct purpose, so routing your message to the right one gets it in front of the right team faster.

Support Channels at a Glance

Each contact point we operate serves a different need, from everyday questions to formal disputes.

Live Chat and email cover day-to-day contact, while the complaints desk and EGIS ADR exist specifically for disputes that need a formal, documented resolution path.

When to Use Each Contact Route

Picking the right channel saves time on both sides. Here is how each one is meant to be used:

• Live Chat, open 24/7, for immediate questions on your account, a deposit, or how our casino section is organised.
• Email to support@fortunicabet.com when you need to attach documents or keep a written record of a request.
• The complaints desk at complaints@fortunica.casino once an issue has gone through standard support and remains unresolved.
• EGIS ADR at disputes@egis-adr.com if a complaint stays open for more than two months or you disagree with our internal review outcome.
• The privacy desk at privacy@fortunica.casino for any question about how your personal data is processed.

If your query concerns signing in or recovering access to your account, the quickest route is still Live Chat, though the relevant steps are also covered on our account access page. Questions about deposits, withdrawal processing, or a transaction that hasn't gone through are best raised the same way, and our payment methods page lists the channels we support.

Who Operates Fortunica

We are licensed in Curaçao under the Curaçao Gaming Authority (CGA), licence number OGL/2024/611/0233, and operated by Promotech B.V., registered at Dr. H. Fergusonweg 1, Curaçao, under company registration number 165167.

Our payment processing is handled through our payment agent, Prismalight Tech Ltd, registered at Souliou, 18, 2018, Strovolos, Nicosia, Cyprus, under company registration number HE 473581. This separation between operator and payment agent is standard practice and means that banking queries routed through Live Chat or email may reference this agent when a transaction is reviewed.

All of these details sit behind the same support desk described above, so whichever question you have — about licensing, an open complaint, or a transaction — Live Chat or the relevant email address is the starting point.