Fortunica Casino Disputes

How Fortunica Handles a Complaint

We operate under a Curaçao Gaming Authority licence (OGL/2024/611/0233) issued to Promotech B.V., registration number 165167, registered at Dr. H. Fergusonweg 1, Curaçao. Any dispute about our service runs through a defined sequence: our own complaints desk first, then an independent arbitration body if we cannot agree within the set window.

This structure applies to every account dispute raised with us, regardless of the game or payment method involved.

Raising a Complaint at Fortunica

We ask players to send a written complaint to complaints@fortunica.casino rather than relying only on live chat, since the complaints desk is a separate channel from general support, which runs at support@fortunica.casino. A complaint should set out the account details, the date of the disputed activity, and what outcome is being requested, so our team can trace the issue against server records without back and forth.

What Happens After Submission

Once logged, we review the case internally and aim to close it within 2 months of first contact. If a deposit, bonus or withdrawal timing dispute cannot be settled in that window, or a player disagrees with our internal management review, the case can be escalated to EGIS ADR, the regulator-approved alternative dispute resolution body for our licence.

Escalation to EGIS ADR

Escalation is opened by emailing disputes@egis-adr.com. Both we and the player contract to cooperate in good faith, and the ADR decision is binding on both sides. Server logs remain the ultimate authority in determining the outcome, so we recommend keeping screenshots and transaction references from the payment methods used on the account.

What to Include in a Fortunica Complaint

A complaint moves faster when it is specific. Before writing to complaints@fortunica.casino, we recommend gathering the following so the compliance desk is not sent back to ask for it:

• Full account name matching the identity submitted during KYC, since third-party or mismatched details can affect how a case is reviewed
• Date and approximate time of the disputed transaction or game round
• Whether the dispute involves the welcome bonus, a reload offer, or a straight cash transaction
• The payment method used, given that Canadian depositors, for example, are restricted to EcoPayz, Interac, Instadebit and iDebit for withdrawals
• Any supporting screenshots, since server logs are treated as the final authority on disputed outcomes
• Confirmation of whether the account has completed identity checks, as withdrawals above USD 1,000 trigger mandatory photo ID procedures

Complaints referencing bonus terms should also check the wagering conditions that applied to the offer in question before escalation.