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Fortunica Support Routes for Player Matters
We handle player matters through dedicated support routes. A clear message begins with the immediate issue and describes the relevant account activity or game event in plain terms, so the conversation starts with the detail that needs attention. Keep any account detail tied directly to that issue, leaving unrelated information out of the first message.
We also treat account information carefully. Keep your message focused on the matter and avoid sharing information that is not needed to explain it. A short account of the relevant event keeps the subject clear without mixing unrelated details into the message, and leaves the chosen route easy to identify.
Routes for player matters
| Route | What it suits | Useful starting detail |
|---|---|---|
| Payment support | A deposit or withdrawal matter | The relevant transaction context |
| Bonus support | A bonus-balance or wagering matter | The offer or balance involved |
| Technical support | A game or site-function concern | What happened during use |
Support scope and useful context
Use the opening of a message to give the context that belongs with the selected route. Where a promotion is involved, distinguish the bonus balance from the real balance. For any account record or game event, state the relevant activity and the point at which the concern appeared.
Our terms also set account rules that matter in some conversations: deposits must come from an account or card in the player’s own name, and third-party deposits are not accepted. Withdrawals to third-party accounts are prohibited. Giving that context at the start makes the conversation more precise.
Keeping your message private
Use only the details needed for the question
We collect and handle contact information such as a name, email address, phone number, postal address, communications and support-call history. Keep a support message centred on the immediate issue rather than adding unrelated personal information.
Account and payment information
Our records may include deposit and withdrawal history and limited payment details such as the last card digits for the relevant account. Payment operations use a secure payment gateway, while SSL encryption protects information in transmission.
Privacy questions
For a data-rights request, use the route described in our Privacy Policy. That policy explains the categories of data we handle and the available request channels. Alongside contact data, our collection can include account details such as username, birth date, activated coupons, Skype account and additional data. Payment records may include deposit and withdrawal history and limited details such as the last card digits.