About us

Complaints Procedure

Introduction

We aim always to provide exceptional levels of customer service and absolute fairness to our Players. Consequently we take complaints very seriously and our complaints procedure is rigorous and objective. We will try to resolve your concerns whenever possible.

Procedure

If you have any cause to complain about anything that has happened as a consequence of your dealings with us, please notify us by contacting our Customer Care Team on +44(0)1384 884468. Your complaint must be received within 6 months of the event giving rise to it. We reserve the right not to accept your complaint outside of this timescale. In order for us to deal with your complaint you must provide your full name and mobile telephone number and these should be quoted in all correspondence relating to your complaint. We will investigate what you say and advise you of the outcome as soon as possible, generally within 48 hours. We reserve the right to record telephone calls with you and any other person relating to your complaint. We will refer to these records in the event of a dispute as to the content of any telephone call. We expect all complaints to remain confidential during and after our investigation. In accordance with our Terms and Conditions (see Website) we will not continue with an investigation if you disclose the existence, nature or detail of any complaint or dispute to any third party. If your complaint is not resolved within 10 working days, or you are dissatisfied with our response, you should set out your complaint in writing. You may do this by email to complaints@mfortune.co.uk, by fax +44(0)1384 884468, or by post to Intouch Games Limited, Fountain House, Great Cornbow, Halesowen, West Midlands, B63 3BL, England. Generally at this stage your complaint will be escalated and investigated by a member of the management team. We can only deal with complaints relating to gambling transactions. We are unable to accept complaints relating to Chat Room activity or any other non-gaming transaction. If necessary we will request that you provide relevant evidence relating to the complaint for the purposes of trying to resolve it. Should you refuse to comply with any reasonable request for evidence we may be unable to consider your complaint. We will notify you in writing within 10 working days of receipt of your written complaint, of the outcome of our investigation. If, in exceptional circumstances we are unable to provide a full response within that time, we will provide a further estimate of when you can expect a full response.

Arbitration

We are registered with the Independent Betting Adjudication Service Ltd (IBAS). In the event that we are unable to resolve a complaint internally or you remain dissatisfied at the conclusion of our complaints process, you may refer the matter to IBAS for their consideration. Generally IBAS will consider complaints raised within six months of our final complaint response, although they will not consider complaints raised with them before we have investigated your concerns.

ODR Platform

Once you have advised the ODR Platform of your dispute, they will then contact us to ask us to select our ADR (Alternative Dispute Resolution) provider. We will supply ODR with details of our ADR provider and ODR will then forward the case to the selected ADR provider to review. We use IBAS (Independent Betting Adjudication Service) as our industry ADR provider. IBAS will communicate with mFortune and you, the consumer, within 30 days and IBAS will inform both parties of a result within 90 days. Please however ensure that you have fully exhausted our complaints procedure before contacting either IBAS or ODR.
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Section 7: Bonuses

Section 7a: General rules applicable to bonuses

We offer a number of opportunities for Players to qualify for bonus money which is added to a Player’s Bonus Credit Account. This includes, for new Players, the New Player Free £5 Bonus (occasionally advertised as “50 free spins”) and the First Deposit Match Bonus. Other bonuses are available from time to time. All bonuses can be used to win real money.

All bonuses will be subject to successful verification of your identity (Name, Address and Date of Birth). No bonuses can be used until the process is complete.

Bonuses will be added to your Bonus Credit Account. Winnings arising out of Bonuses will be credited to your Cashable Credit Account.

You cannot withdraw bonus credit from the Bonus Credit Account. See Section 5 in relation to the withdrawal of Unspent Deposit.

Any winnings achieved using bonus credit can be withdrawn at any time, subject to our maximum withdrawal limits, without you losing any of your remaining bonus credit. The only exception to this is in relation to promotions offering free bonuses without the need to make a qualifying deposit. If you take part in a promotion offering a free bonus or free spins without the need to make a deposit (e.g. New Player £5 Bonus or “50 free spins” or Refer a Friend), the maximum withdrawal that you can make is £200 on mFortune and £50 on PocketWin and Mr Spin brands if you are a UK Player and £50/ 50 euros/ $50 or other currency equivalent if you are a non-UK Player. This withdrawal limit is throughout the lifetime of your respective account for funds won from these promotions.

When you download a game with a free bonus attached, the bonus can be claimed only once. There will be no bonuses for subsequent downloads of the same game by you.

You will receive regular updates by text message advising you of bonuses received.

From time to time we may offer bonuses that, if not used, expire after a certain time period. Please note that if the bonus is not used within this time period, it will disappear from your Account.

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