Three ways in, all open

Lost in a queue? Fortunejack Casino contact runs three routes

Live chat, e-mail and a local phone line take your question around the clock, every day, with typical replies of four minutes, four hours and three minutes.

Get help now Licensed operator since 2011

Paid today

730,884 A$

2,314 Players online

Licensed & AuditedCuraçao Gaming Control Board license OGL/2011/2342/665, tested by BMM Testlabs, iTech Labs and GLI.

Fast WithdrawalsAverage withdrawal processed in 11 minutes, up to A$37,000 per transaction, A$49M paid weekly.

Data Protection256-bit SSL encryption across all transactions and account access, 252,000+ players trust Fortunejack Casino.

Pick your speed

A real answer, in the time you have

Fortunejack keeps all three lines staffed around the clock, so nothing sits unread overnight in Australian time.

Help within minutes

Best for a bonus that did not credit or a game that froze; a person joins the chat in about four minutes, whatever the hour.

Open chat

A reply you can keep

Best for statements, documents and anything you want in writing; write to [email protected] and expect an answer in about four hours.

Write to us

Phone line

Best for a stuck withdrawal or a card you want talked through; call +61 2 3843 0457 (AEST) and someone picks up in about three minutes.

Call support

Playing from Australia

Everything Australian players need on one screen

After this block you will know the local number, the hours behind it, who supervises the casino and where to turn if play stops being fun.

How to reach us

Australian phone+61 2 3843 0457

Support time zoneAEST

LanguagesEnglish, German, Russian, Spanish

E-mail[email protected]

Who supervises

Supervisor and licenceGaming Control Board Curaçao, OGL/2011/2342/665

Help and safety

Gambling helpGambling Help Online, Lifeline Australia, National Self-Exclusion Register

Four steps to a ruling

Fortunejack Casino escalation, step by step

Four steps take an answer you cannot accept up to the Curaçao regulator.

Where does a complaint start?

Write to [email protected] with your account email, the chat or mail thread and the outcome you want. Every item lands in a numbered file the desk works through.

What comes back, and when?

Expect a written reply that names the rule applied and the reason for the decision. Anything still unclear gets one follow-up question, answered by the same handler.

A second pair of eyes

Reply with the word review and the thread stays where it is. A manager re-reads the file, and a response reaches you with the earlier decision either upheld or replaced.

Who reads it after us?

Fortunejack Casino passes unresolved files to the Gaming Control Board Curaçao, the licensing regulator. Send your file reference and the decision you were given; no password goes anywhere.

Direct lines

You have written the message, now aim it

Useful the moment your question has a clear owner, so it reaches that team instead of circling a general inbox.

Account and identity

General help[email protected]

Verification and KYC[email protected]

Money

Deposits and cashouts[email protected]

Other enquiries

Complaints[email protected]

Privacy requests[email protected]

Business and partnerships[email protected]

Ready details cut the first reply short

Keep these five things to hand and the first reply does the work.

Registered email address
Screenshot of the screen in question
Transaction reference or time stamp
Payment method used last
Photo ID, if asked to verify

Seven facts on hours

Hours, replies and the clock they run on

Every hour and waiting time on this page, on one Sydney clock.

Live chat

Chat hours24/7

Chat first reply4 minutes

Time zoneAEST

E-mail

E-mail address[email protected]

E-mail reply4 hours

Phone

Phone number+61 2 3843 0457

Phone waiting time3 minutes

Fortunejack Casino points you to outside help

Independent organisations help with gambling problems, and they sit outside Fortunejack Casino, so nothing you say reaches us. Each one is free and confidential for anyone in Australia who wants to talk.

Gambling Help Online. A round-the-clock online and phone service offering counselling, information and tools for anyone worried about their own or a family member's gambling.

Lifeline Australia. A national crisis support line giving immediate, compassionate help to people in distress, whenever the need appears.

National Self-Exclusion Register. A single register that lets you block yourself from every licensed gambling provider across Australia in one step.

Full story

Checking the operator

Fortunejack Casino, registered and licensed

One registered company stands behind the account, the bonus and the payout.

Company

Legal nameFortunejack Casino N.V.

Company number954858 (Curaçao)

Registered addressDr. M.J. Hugenholtzweg, Willemstad

License

RegulatorGaming Control Board Curaçao

License numberOGL/2011/2342/665

E-mail

Written contact[email protected]

Five questions, five answers

Answers you get in one screen

You will know which question goes to which desk before you send anything.

trustWhat happens when a casino is licensed in Curaçao?+

Fortunejack Casino N.V. holds licence OGL/2011/2342/665 from the Gaming Control Board Curaçao, issued to company 954858. That regulator oversees fair play and how complaints are handled. Playing here means Curaçao rules apply, not an Australian state licence.

trustWhy can I reach a person at three in the morning?+

Live chat, email and the phone line all run 24/7, so 3am on a Sunday looks the same as a Tuesday afternoon. Typical replies are four minutes on chat, four hours by email and three minutes on the phone. Times follow AEST, the same clock you use at home.

trustWhat if my documents are still being checked?+

Verification usually finishes in about 17 hours once photo ID, proof of address and a card image are in. Send all three together to [email protected] and the review runs in one pass. A slow queue almost always means one document was missing.

trustWhere do I ask for a copy of the data you hold on me?+

Privacy requests go to [email protected], and a copy or a deletion is handled from there. State the account email and what you want done. Nobody will ever ask for your password to process it.

trustWhere should I send a request to shut my account?+

Closing an account starts with a message to [email protected] or a word with live chat, and the team action it from there. Say whether you want a break or a permanent closure. Duplicate accounts are closed anyway, so one message settles it.