Talk to Us Anytime
Our care team works around the clock, every day of the year, so you never wait long for an answer. Whether it is a live chat message at 3 am or an email on a public holiday, a real person from our Sydney-based shift picks it up and works it through with you.
Our Support Channels Explained
Live chat
Open the chat window by tapping the speech bubble in the bottom-right corner of any page on fortunica-aud.com. Average wait time is under two minutes, and most questions are resolved in a single session. Chat operates 24/7, including weekends and Australian public holidays.
Write to [email protected] for anything that needs detail or attachments, such as screenshots of a failed deposit. We reply within 24 hours on every message, and most emails are answered in well under that window. Keep the subject line short and specific, for example "Withdrawal pending since Tuesday".
| Channel | Where to find it | Hours | Typical response |
|---|---|---|---|
| Live chat | Speech bubble, bottom-right of every page | 24/7 | Under 2 minutes |
| [email protected] | Monitored 24/7 | Within 24 hours | |
| Responsible gambling help | Chat or email, mark it urgent | 24/7 | Immediate priority |
| Gambling Help Online | 1800 858 858 (external service) | 24/7 | Independent counsellor |
What We Can Fix for You
Most tickets we handle fall into a handful of clear categories, and each one has an owner on our side who sees it through to the end. If your question spans two areas, say a bonus that did not credit after a deposit, send it once and we route it internally.
- Account and KYC: profile updates, ID or proof-of-address queries, and verification before your first withdrawal, normally completed within 24 hours.
- Deposits and withdrawals: a PayID or crypto transfer that has not landed, payout status, or limits such as the 30 AUD minimum withdrawal.
- Bonuses and promotions: promo code FORTUNICA, the 200% welcome package up to 9000 AUD with 200 free spins, wagering at 40x, or weekly cashback.
- Technical issues: a game that will not load on your iOS or Android browser, session drops, or error messages.
- Responsible gambling: deposit limits, loss limits, session reminders, self-exclusion and cooling-off periods. We treat these requests as top priority and act on them the same day.
Quick Checks Before You Write
A few things on your side can cut the back-and-forth to a single message. Log into your profile first and look at three spots before you reach out, because half of the tickets we receive are answered by these checks alone.
- FAQ page: the link sits in the site footer and covers the top 40 questions on bonuses, payouts and verification.
- KYC status in your profile: if documents show as under review, they are still within the 24-hour processing window we commit to.
- Transaction history: check whether a deposit actually left your account, and have the reference number handy before you write to us.
- Promotions page: a bonus you are chasing may already be credited or waiting on a minimum deposit of 15 AUD.
Formal Letters and Business Enquiries
Mailing address
For formal or postal correspondence, address us as Fortunica N.V., the operator of Fortunica Casino, licence OGL/2025/0456/0987 issued in Curacao. Postal enquiries are slower than chat or email, so use them only where a signed letter is genuinely required. We respond to written mail within 10 business days of receipt at our registered office.
Media and partnerships
Journalists, affiliates and prospective business partners have a separate queue so press deadlines do not get tangled with player tickets. Write to us via the partnership contact form linked in the site footer, or email [email protected] with "Media" or "Partnership" in the subject line and we forward it to the right team within one business day.
Frequently asked questions
How fast does Fortunica Casino reply to live chat?
Chat is staffed 24/7 and the average wait is under two minutes. Complex cases may be escalated by email, but you will get a reference number in the chat before it ends.
Is there a phone number I can call?
We do not run a phone line. Live chat and [email protected] are our channels, both monitored 24/7, and both keep a written record of your issue.
What should I include in my email?
Your account email, the date and time of the issue, any transaction reference, and a screenshot if relevant. With that, most emails are resolved in our first reply within 24 hours.
How do I set a deposit limit or self-exclude?
Open live chat or email us and mark it as a responsible gambling request. We action deposit limits, loss limits, session reminders, self-exclusion and cooling-off periods the same day, and Gambling Help Online is available on 1800 858 858 any hour.
Why is my KYC still pending?
Verification of your ID, proof of address and payment method takes up to 24 hours. If it has been longer, message us in chat with your account email and we will chase it with the verification desk immediately.