Why can’t I see the app in the Google Play Store?
You may not be able to see our Android App in the Google Play Store until you have validated your Google account’s age. To verify your Google account, you need a valid credit card or form of eligible ID. For more information, have a look at this link: https://support.google.com/accounts/answer/1333913?hl=en
You should be able to find our app on the Google Play Store after your account is verified.
If the app still does not appear, you should check that your age settings are set correctly for the Google Play Store. See this Google document for further details: https://support.google.com/googleplay/answer/1075738?hl=en-GB
Does mFortune have wagering requirements?
Yes. mFortune has wagering requirements of 40x on bonus credit that must be met before winnings can be withdrawn. You are free to withdraw any unspent deposit at any time. Everything you need to know about wagering can be found on the wagering requirements page.
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 bonus of up to £10! 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. 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.
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:
- 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?
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 in Great Britain by the UK Gambling Commission under account number 2091.
How do I self-exclude?
To self-exclude, simply call us on 01384 884468 or contact our support team. 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.
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 4 available options for you to deposit money in your account, either by debit card, a payment voucher (paysafecard), PayPal 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.
What prizes can I get from the Bingo loyalty scheme?
Please visit loyalty shop to see all the prizes available and the points required to get each prize.
Can I win cash if I exchange my points for bonus money?
If you exchange points for bonus credit, this will be subject to 40x wagering requirement. Any winnings generated from this bonus will be available to withdraw after it has passed the 40x wagering requirement. Find more information about wagering requirements here.
Are there any wagering requirements for loyalty points converted to casino credits?
Yes. A 40x wagering requirement applies to bonus credit received after exchanging loyalty points. When this bonus has passed the 40x wagering requirement, any winnings will be available to withdraw. Read more about wagering requirements here.
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 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 1 working day (being Monday to Friday, excluding Bank Holidays).
Withdrawals for non-depositing customers will take 3 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 made their first deposit and staked this through 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.