Contact True Fortune Casino
Need help with your account, have questions about bonuses, or facing technical issues? True Fortune Casino provides multiple contact channels depending on urgency and issue complexity. This page outlines available support options, expected response times, and what information to prepare before contacting support.
Live Chat - Fastest Response Option
Live chat operates 24/7 with real support agents. Average wait time sits under 3 minutes during peak hours (evenings Australian time). Off-peak hours sometimes see instant connection. The chat widget appears in the bottom-right corner of every page once you're logged in. Click it, describe your issue, and an agent responds quickly.
Live chat works best for: account verification status, bonus activation problems, withdrawal delays, game loading issues, payment method questions, and general account queries. Agents handle routine matters immediately. Complex problems requiring investigation get escalated to specialized teams with follow-up via email.
Before starting a chat, have your account information ready: registered email, username if applicable, and transaction IDs for payment-related issues. Screenshots help tremendously when describing technical problems. The more context you provide upfront, the faster agents can resolve issues.
Email Support
Email: [email protected]
Use email for non-urgent matters or issues requiring detailed explanation. Response time averages 6-8 hours during business days, potentially 12-24 hours on weekends. All support emails get tracked with ticket numbers for reference in follow-up communication.
Email works well for: detailed complaints, bonus term clarifications, account closure requests, self-exclusion (though live chat handles this faster), and situations where you need written documentation of casino responses. Attach relevant screenshots, transaction receipts, or documents supporting your inquiry.
How to Write Effective Support Emails
- Subject line should clearly state the issue: "Withdrawal pending 5 days - Account #12345"
- Include your registered email and account details in the first sentence.
- Describe the problem chronologically with specific dates and times.
- Attach screenshots showing error messages or account screens relevant to your issue.
- State clearly what resolution you're requesting.
- Keep tone professional - frustrated is understandable, hostile won't accelerate resolution.
VIP Support for High-Tier Players
Players at Gold, Platinum, and Diamond VIP tiers gain access to dedicated support channels. Gold tier and above can request priority handling through live chat by mentioning their VIP status. Platinum and Diamond tiers receive direct contact information for VIP account managers during the onboarding to those levels.
VIP support provides faster response times, higher withdrawal priority processing, and more flexibility on account issues. It's not a different team - it's priority routing within the existing support structure. Expect sub-60-second live chat connection and 2-4 hour email responses for VIP-flagged inquiries.
Support Availability and Response Times
| Contact Method | Availability | Average Response | Best Used For |
|---|---|---|---|
| Live Chat | 24/7 | Under 3 minutes | Urgent issues, quick questions |
| 24/7 (monitored) | 6-8 hours | Detailed inquiries, documentation | |
| VIP Support | 24/7 | Under 1 minute (chat) | Gold tier and above |
Response times extend during major sporting events or promotional periods when support volume spikes. If you've waited longer than stated averages, check your spam folder for email responses - sometimes legitimate replies get filtered incorrectly.
Filing Complaints and Disputes
If standard support channels don't resolve your issue satisfactorily, escalate through official complaint procedures. Email your complaint to [email protected] with "FORMAL COMPLAINT" in the subject line. Include all previous correspondence, transaction evidence, and detailed explanation of why you believe the casino's response is inadequate.
The casino must respond to formal complaints within 10 business days according to Curacao licensing requirements. If their response still doesn't resolve the matter, you can escalate to Curacao eGaming's dispute resolution service. Contact information for the licensing authority appears in the casino's footer and terms and conditions.
Realistic expectations: disputes over bonus terms interpretation rarely succeed unless terms contain genuine ambiguity. Technical issues causing financial loss get taken seriously and often result in compensation. Complaints about losing money gambling won't go anywhere - that's the nature of gambling.
Feedback and Suggestions
The casino welcomes player feedback on game selection, features, or platform improvements. Send suggestions to [email protected] with "FEEDBACK" in the subject line. While not every suggestion gets implemented, the team does review feedback when planning updates or considering new game providers.
Particularly valuable feedback includes: specific games you'd like added (with provider names), payment methods you need, mobile compatibility issues with specific devices, or features you've seen at other casinos that would improve experience. Vague "make it better" feedback doesn't provide actionable information.
Emergency Account Issues
If you suspect unauthorized access to your account, contact support immediately through live chat. Do NOT try to login repeatedly if you suspect compromise - that triggers additional security locks. Explain the situation to the first available agent who can freeze your account while security investigates.
For urgent withdrawal issues where funds haven't arrived within stated timeframes and you need money for emergencies, mention the urgency in your initial support message. While casinos can't dramatically accelerate payment processing (banks and processors have their own timelines), they can prioritize investigation of delayed transactions.
Contact Information Summary
Live Chat: Available 24/7 through website (login required)
Email: [email protected]
Response Time: Live chat under 3 minutes, email 6-8 hours
License Verification: Curacao eGaming License #8048/JAZ
Keep records of all support communications. Save chat transcripts (most browsers allow copying chat history) and email threads. This documentation proves valuable if issues require escalation to licensing authority or payment processors.
Social Media and Community
True Fortune maintains limited social media presence. The casino doesn't operate active Twitter, Facebook, or Instagram accounts. This isn't unusual for Curacao-licensed operators targeting international markets - social media requires regional compliance with local advertising regulations that vary significantly.
Beware of fake accounts claiming to represent True Fortune on social media. Scammers create fake casino profiles to phish for login credentials or run bonus scams. The casino will never contact you through social media direct messages asking for passwords or account details.