Contact routes
Live chat, contact form and Support tab
Three ways to reach the team
Fortuna Casino puts help close to the games. The side menu behind your account icon opens the live chat with the support team, the FAQ and the contact form. The Support entry also sits in the main menu, and the terms name the Support tab as the place for complaints. Pick the route that fits your question: the live chat for a quick answer, the contact form for something that needs details, the FAQ for common topics. The team looks at your account when you write.
The support page helps you decide what kind of help you need: login recovery, identity assistance, payment help, a game question or a responsible-play action. Once you know, send the request through the private flow in your account. If the form asks for an identity document, upload it in the secure account area under My documents.
Make the first message specific
Give the request a short subject that names the problem: account access, identity status, deposit, withdrawal, game result or promotion. Describe what you tried, what happened and when. For an access problem, include the wording of the message you saw and the device or browser you use. For a payment, include the amount, the date and the method in the private form. For a game, name the exact title and the time of the round. For a promotion, give the campaign name and the date you joined.
A screenshot helps when it shows only the relevant screen. A concrete step and message, such as “the deposit of €20 by Bancontact on Tuesday shows pending”, lets the team find your case quickly. Your password and any one-time codes stay with you, because the team works from your account.
Save a record of your request
Read the contact form and its privacy notice, then send your request. Save a copy of the text, the date and any case number or acknowledgement shown on screen. Check the private support area for replies or for requests for more information, and refer to your first message when you follow up so that the whole history stays in one thread. A forgotten nickname goes to [email protected], and a forgotten password has its own link on the sign-in tab.
The terms also describe a complaints route involving the Belgian Gaming Commission. It sits next to the casino’s own process, so you can always ask for a complaint to be passed on. For an account question, the Support tab is the quickest start.
When you want to pause play
If you want a break, you can start the pause at once. The responsible gaming area in the side menu lets you pause for 24 hours, a week or a month, or choose a six-month exclusion, in a few clicks. If your account is out of reach, say in the Support tab that you want help applying a control, and the team will guide you. The responsible gambling page shows every option, and a clear request that names the action you want gets the fastest answer.
Useful pages before you write
Many answers are one click away. The login page covers sign-in and password recovery, the verification page lists the documents, the IBAN page explains bank verification, and the withdrawal page shows payout timings. If your question is about an offer, the bonus page and the promotions page hold the dates and conditions.
Contact this site
Questions about the pages on this site, a detail that has changed or an idea for a new page can go to [email protected]. The site is independent of the casino, so your account, payments and rewards are handled by the Fortuna Casino support team through the routes above. The about page explains how the site works.