Help

Welcome to mFortune customer support - UK based.
Open 24 / 7, 365 days a year & We are Here to Help.

Please make sure you’ve read our FAQ page first to see if we can answer your query instantly.

Telephone

01384 884468

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Call back Support

Call us on 01384884468. To request a free callback, text HELP to 85777.

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Live CHAT

Opening Times

24 / 7.
365 days a year.

Email Support

support@mfortune.co.uk

If you'd like to contact us for free, you can use our email address. We usually respond within 24 hours. Please include your mobile number to help speed up the process.

Complaints Procedure

For more information see our complaints procedure.

All communications are recorded for training, monitoring and compliance purposes. Full details of our Privacy Policy can be found HERE
How do I register at mFortune Casino?
You can do this online through the Register option or just open any mFortune mobile/tablet game, go to the main menu, click register, and follow the simple steps to verify your details. Once the registration and verification is complete you will get a free £5 bonus! T&Cs apply.
How does mFortune verify my identity?
mFortune Casino maintains a strict no underage gambling policy. All mFortune players must verify their age, identity and address before they are able to play our games. We will automatically attempt to confirm a new player’s details electronically upon registration, for example via a third party identity check. If this is unsuccessful, the player will be asked to verify their details using other methods, for example providing photo ID or using our Facebook verification tool. Players cannot access or play any games until identity verification is complete.
Will I have to send any ID?
As of the 7th of May 2019, UK Gambling Commission regulations state that UK gambling operators must verify every player’s identity to prove they are over the age of 18 before allowing them to play any games. This means that we are legally required to verify your name, address and date of birth and may need to ask for and review photo ID before we can allow you to access our games.  There is information on how to send your ID under ‘How do I send in my ID?’ in this FAQ section. As part of our obligations under a licence issued by the UK Gambling Commission, we are required to conduct on-going due diligence checks at some point during the lifetime of an account.  We may request additional information from players for security reasons or to re-verify the specific details registered and deposit methods used. We may also be required to ask you to send additional information at withdrawal stage for security reasons. This ensures funds are protected and the monies are paid to the correct person.  Your documents will remain confidential and are never passed to any 3rd party companies; this is covered by our privacy policy. Once we have received and approved your ID, your winning payment will be processed via your chosen withdrawal method in 1-2 working days. There is information on the type of documents we may request under ‘What documents will you request from me?’ in this FAQ section.
What documents will you request from me?
We may just need to ask you to provide some ID, such as a passport, driving licence or other recognised government issued documents. We take security very seriously and check all IDs manually to ensure 100% accuracy. Occasionally we may have to request additional ID to ensure details we hold on your account are accurate, that we are paying winning payments to the correct person and that deposits have not been made by unauthorised third parties. We are also required by law, via licensing conditions and codes to carry out various security checks to safeguard against money laundering and other criminal practices. In some cases we may need to ask you to provide us with documents as part of our Enhanced Due Diligence process such as proof of the payment method used and source of wealth. We ask for this information as one of our licence requirements to pro-actively engage in initial and on-going due diligence checks. We have a responsibility to mobile network providers and contract holders to make sure we verify details of mobile phone used to make deposits. We may ask you to provide proof of ownership of the mobile contract or proof of the bills being paid. This is part of our obligation with the mobile phone providers as we do have a duty of care to them with regards to deposits that have been made.
What document do I need to send as proof of my Date of Birth?
Please be aware that we need to clearly see the entire document and that any photo identification must be within the expiry date. Please find listed all accepted date of birth identification:
  • Passport
  • Driving licence
  • EU national ID card
  • Birth certificate
  • NHS medical card
  • GP registration letter
  • UK residence card
  • Northern Ireland electoral ID card
  • Young Scot membership card
  • Citizen Card
What document do I need to send as proof of my address?
Please find listed all other paper or online copies of letters, bills, policies and statements that are accepted as address identification that must show clearly who the document is from, your name, address and the issue date within the last 3 months:
  • Bank or building society
  • Home utilities including TV or broadband
  • Council tax or tenancy
  • Housing association
  • HM Revenue & Customs (HMRC)
  • Department of Work & Pensions (DWP)
  • JobCentre Plus
  • Government benefits agencies eg. disability, child, housing
  • Home or life insurance
  • TV licensing
  • Solicitors letter
  • Court letter
  • Universities and Colleges Admissions Service (UCAS) letter
  • University acceptance or enrolment letter
  • Student finance letter
What document can I send to prove source of funds/wealth?
Please upload one or more of the documents listed below, or a similar document  that matches your source of wealth. Please make sure that the document includes who the document is from and your name.
  • Employment – contract of employment/payslip/ bank statement showing receipt of latest salary or income
  • Retirement Income- pension statement, letter from your annuity provider
  • Sale of property – contract of sale or a signed letter from a lawyer on letter headed paper
  • Sale of securities – share certificate
  • Inheritance – A Will or signed letter from a lawyer on letter headed paper
  • Winnings from lottery/betting/casino – certificate of win or bank statement showing the win
  • Bank statement confirming income from identifiable sources
How do I send in my ID?
The quickest and easiest way to send in your ID is by using the ‘Send ID’ feature in the ‘My Account’ menu on our app. You will be able to take a picture of your ID with your phone camera. You can also upload pictures of your ID via our website by going to ‘My Account’ and selecting ‘Send ID’. Alternatively, you can email it to id@mfortune.co.uk. Should you choose to email, please ensure that you include your mobile phone number so we can easily identify your account.
How can I ensure that my ID is accepted?
When sending in photo ID, please ensure that the entire document is visible and easily readable. Any images that are blurry or obstructed cannot be accepted. We accept most standard documents for proof of address. Please ensure that any documents you do send are in date, include who the document is from, have the correct name and address, and are clear and easy to read. There is information on type of documents we may request under “What document do I need to send ….” In this FAQ Section.
What if I don’t give you the information/documentation requested?
If we are unable to speak with you or you can’t provide us with the required information or documentation, we will take steps to restrict your account until we are able to obtain this. Unfortunately, further business may not be accepted if the requested information is not provided.
What is my password and account number?
Your account number is the mobile phone number registered on your account (including the country code, e.g. 447888***888 in the United Kingdom). Your password must contain at least 1 number and at least 1 letter, be a minimum of 5 characters and a maximum of 16 characters in length. If you’ve forgotten your password, click the ‘Recover Password’ button on the login page.
How do I login to the casino?
You can login to your account via the website, using the ‘Login’ button on the homepage. Alternatively, you can login via the mFortune Slots app or through standalone apps like mFortune Bingo or Roulette. If you’re using a standalone app, select ‘Play for Real’ then insert your password. The game will then start. If this is your first time at the casino, a short registration and verification process will be required before playing for real money.
I have forgotten my password.
If you have forgotten your password you can recover it by clicking ‘Recover Password’ on the login screen.
Are my transactions and personal information secure?
The mFortune Mobile Casino Server uses 256-bit TLSv1.2 (Transport Layer Security) Digital Encryption to protect your personal details and the details of your electronic transactions over the Internet. This is the Internet security standard for online transactions as requested and used by major financial institutions all over the world. mFortune prides itself on providing the highest levels of security.
Is mFortune regulated?
mFortune is Licensed and Regulated by the UK Gambling Commission, an independent public body sponsored by the Department for Culture, Media and Sport, of the Government of Great Britain and Northern Ireland. Licence number 000-002091-R-104264-027.
How do I self-exclude?
To self-exclude, simply call us on 01384 884468 or send an email containing your full name and mobile number to support@mfortune.co.uk. Remember, once you do this, you will not be able to play mFortune games for 6 months. This is irreversible without exception. Please do not use self-exclude if you are closing your account to change number or SIM card.
Can I play mFortune games online?
Yes, some games are available to play on your laptop or PC through the mFortune website, as well as on mobile or tablet via the mFortune Slots app, provided you are over the age of 18 and you have been verified. Simply register as a new player (username and password) and you’ll also receive your welcome bonus when your account is verified. Existing player? Simply login to your account and you can play online. T&Cs apply.
Are the online games the same as the mobile games?
Yes! They are exactly the same games just on a different device (Android, iOS etc). You can now play your favourite games on a variety of devices.
How do I play on multiple devices (phone, online, iPad)?
To play our games online through the mFortune website, simply create an account, login and play your chosen game through your web browser. If you’re on mobile or tablet, we’d recommend downloading the mFortune Slots app from the iOS App Store or Google Play Store, depending on the device you’re using. We also have selected standalone games that you can download to your device. When the app is installed, simply load it up, login and play. It’s never been so easy.
How much do the games cost?
It’s free to download our apps or access our games online – all you need to pay for is your bet. If you download an app to your phone, you may be charged a small data fee depending on your service provider. If you are unsure about charges, we recommend connecting to the internet through Wi-Fi or contacting your service provider.
Is it possible to play online for free?
If you are 18 or over, our games are available to play for free in demo mode. Your account must have been verified to ensure that you are over 18, and you’ll need to be logged into your account before you can access demo mode. Of course, you won’t be able to win real money by playing in this way. In order to play for free, select ‘Demo’ in the game main menu.
Are the games fair?
Yes! All mFortune games are independently tested and verified by laboratories approved by the UK Gambling Commission.
My Bingo Chat has been banned – when can I join Chat again?
We operate a zero-tolerance approach to inappropriate behaviour in our bingo rooms. We will not accept verbal bullying, abuse of other players, or any other form of inappropriate behaviour. Although we would prefer not to use chat bans, we will if necessary. These are for set time periods depending on previous bans, if any.
I can login and play other games but I can’t access Texas Hold’em Poker – why?
We have a strict anti-colluding policy. Should our system suspect you of colluding in Poker, you will no longer be able to access the Poker tables.
What is the minimum I can deposit?
If you’re paying by phone bill, there is a minimum deposit amount of £3. With all other deposit methods, the minimum is £5.
How do I deposit money?
There are 5 available options for you to deposit money in your account, either by credit/debit card, a payment voucher (paysafecard), PayPal, Moneybookers (Skrill) or by using your phone credit/bill. To make a deposit, select the ‘Banking’ menu in your mFortune app or on the website. Select the deposit method you wish to use, enter your deposit amount (and double check that you’re happy with it) and then confirm your deposit.
Can I play online and deposit by my mobile phone bill?
Yes. Simply access the Banking menu and select ‘Pay by Phone Bill’. You’ll be able to make a deposit from as little as £3. If you’re on pay-as-you-go, the deposit will be deducted from your available credit. If you’re on a monthly contract, the deposit amount will be added to your next mobile phone bill.
How do I change my password?
On mobile devices you can change your password in the ‘Settings’ section located on the main menu. To change your password on the mFortune website, enter the ‘My Account’ section.
How can I withdraw?
Collecting your winnings at mFortune is easy. The withdrawal options are either a direct bank transfer, card withdrawal, Skrill or PayPal. You can withdraw money from your account using the “Banking” option in the main menu of your app, or on the mFortune website by accessing “My Account > Banking” section.
I have made a withdrawal, how long will it take to get my money?
We aim to process withdrawals for depositing customers within 3-4 working days (being Monday to Friday, excluding Bank Holidays) of a request. Withdrawals for non-depositing customers will take 10-12 working days. Where we require ID, source of funds, proof of payment of phone bill or any other documentation, withdrawals will be delayed pending receipt of such documents.
Why didn’t I receive my Registration Bonus?
The free registration bonus is only available when you create your first and only account with mFortune. If you’ve held an account with us before, you won’t be able to receive it again. You’ll also need to have completed the sign-up process and activated and verified your account before you’ll receive your welcome bonus. If neither of these tips help, please contact customer support – they’ll be able to look into your account and see what’s going on.
Why haven’t I received my Refer a Friend Bonus?
There are a few reasons why this might be the case. If your friend is already registered with us or you have referred yourself then you will not receive the refer a friend bonus. Your friend will also need to have signed up and activated and verified their account before you’ll receive a bonus. Finally, we are required to run various security checks whenever a new player signs up, such as age verification checks. You won’t receive the bonus for referring a friend until your friend’s account has passed all of these security checks. If you still need help with this, please contact customer support.
How does your bingo loyalty scheme work?
We are not like other loyalty schemes where it is impossible to earn prizes. All the prizes are fairly distributed to enable them to be realistically achievable. You get 2 points per every £1 you spend on bingo tickets and you only need 250 points to get the first prize in the shop.

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