Our support team is available around the clock, every day of the year, to help you with anything related to your True Fortune Casino experience. Whether you have a question about a deposit, need help navigating our games library, or want to update your account details, we are always just a message away. We serve UK players exclusively in English and pride ourselves on resolving most enquiries within a single interaction.
We offer three primary support channels: live chat for instant assistance, email for detailed enquiries, and a structured complaints process for matters that require formal investigation. Whichever route you choose, our team follows the same quality standards and aims to provide accurate, helpful responses. For banking-specific questions, you may also find quick answers on our payments page.
Email Support at [email protected]
For enquiries that require detailed explanation or file attachments, email is the most effective channel. Write to us at [email protected] and include your registered username, a clear description of your issue, and any relevant reference numbers such as transaction IDs or bonus codes. This helps us locate your account immediately and avoids unnecessary back-and-forth.
Our email support team monitors the inbox continuously and responds to most messages within four hours. Complex cases involving payment investigations or compliance reviews may take up to twenty-four hours for a full resolution. You will always receive an acknowledgement within one hour confirming that your message has been received and assigned to an agent.
Complaints and Escalation Process
We take every complaint seriously and follow a structured resolution process. If you are dissatisfied with the outcome of a standard support interaction, you can submit a formal complaint by emailing [email protected] with the subject line Formal Complaint followed by your username. We acknowledge all formal complaints within forty-eight hours and aim to provide a final response within eight weeks, in line with UK regulatory requirements.
If you remain unsatisfied after receiving our final response, or if eight weeks have passed without resolution, you have the right to escalate your complaint to an independent Alternative Dispute Resolution provider. For UK players, the Independent Betting Adjudication Service (IBAS) handles casino-related disputes at no cost to you. Full details on how to submit a case to IBAS are available at ibas-uk.com. We are committed to fair outcomes and cooperate fully with any third-party investigation.
Live Chat — Fastest Way to Reach Us
Live chat is available on every page of our website and within our mobile PWA. Click the chat icon in the bottom-right corner to open a conversation with one of our agents. Average wait time is under two minutes, and most issues are resolved within a single chat session. Our agents can assist with account verification, deposit and withdrawal queries, bonus terms, game rules, and responsible gambling tools.
If your question involves sensitive documents or requires escalation, the live chat agent will provide you with a case reference number and transfer the matter to our specialist team via email. You can then track the progress by replying to the email thread or by referencing the case number in a follow-up chat. For details on using live chat on mobile, visit our app page.
Our Support Channels
We maintain multiple contact channels so you can reach us in the way that suits you best. Live chat is embedded directly into our website and mobile PWA, giving you real-time access to a support agent without leaving the casino. Email is ideal for complex issues that require attachments, such as KYC document submissions or transaction disputes. Below is a summary of each channel and what it is best suited for.
| Channel | Availability | Typical Response Time | Best For |
|---|---|---|---|
| Live Chat | 24/7, 365 days | Under 2 minutes | Quick questions, account help, bonus queries |
| 24/7 (monitored continuously) | Within 4 hours | Document submissions, transaction disputes, detailed enquiries | |
| Complaints (email) | Monday to Friday, 9:00-18:00 GMT | Within 48 hours (acknowledgement) | Formal complaints, unresolved disputes, escalation requests |
Frequently Asked Questions
Our live chat and email support are available twenty-four hours a day, seven days a week, including bank holidays. The formal complaints team operates Monday to Friday between nine in the morning and six in the evening GMT. Regardless of when you contact us, you will receive an acknowledgement within one hour confirming your message has been received.
Most email enquiries are answered within four hours. Complex cases involving payment disputes or compliance matters may take up to twenty-four hours for a complete resolution. We send an automatic acknowledgement within one hour so you know your message is in our queue. Include your username and any reference numbers to speed up the process.
Send an email to [email protected] with the subject line Formal Complaint and your username. We acknowledge formal complaints within forty-eight hours and provide a final response within eight weeks. If you are still unsatisfied, you can escalate to IBAS, the Independent Betting Adjudication Service, free of charge.
Our support team serves UK players in English. All live chat conversations, email correspondence, and formal complaint communications are handled in English. If you require assistance in another language, let us know and we will do our best to accommodate your request, though response times may be longer.
