Here you can find the answers to some of the most commonly asked questions. If you still cannot find an answer to your question, you can always contact our customer support team via Live chat or by sending us an email at [email protected]
I. Login information / Customizing of an account
1. How do I register in FORTUNE 5?
Registering in FORTUNE 5 is a simple and easy process. You only need to fill the Account Registration form with your personal details, be at least 18 years of age and read, accept and agree to the Terms and Condition, Privacy and Cookies Policy, and policies relating to age verification and KYC - Know Your Customer
2. Can I register more than once?
No. You can only register once as a customer with FORTUNE 5. Once you have successfully completed registration, your information is saved to our database and no further registration is permitted. Creating a false account is in violation of our Terms and Conditions and FORTUNE 5 reserves the right to close all such accounts.
3. Am I committing myself to anything by registering with FORTUNE 5?
Your registration does not bind you in any way and you are not obligated to make regular deposits or place a certain number of bets. However, by registering you agree to our General Terms and Conditions.
4. How can I cancel my membership?
Please contact our Customer Support team if you wish to cancel your membership
5. I forgot my username/password. What can i do?
For a reminder of your username or to reset a forgotten password, use our Forgot your Password facility.
6. Can I change my username?
No, your username is unique and can’t be changed
7. Can I change my password?
You can login and change your password at any by visiting My Account > Change Password. If you have forgotten your password, click on Change now. Please always make sure you keep your login info secret. FORTUNE 5 is not liable for any misuse of your accounts! We advise you to choose a password that is hard to guess (e.g. an arbitrary combination of letters and digits) and to change your password periodically.
8. Why do i need a security code?
At the registration procedure you will be asked to submit a security code. The security code is a unique digits and letters code which allows us to identify the rightful owner of the account and it will be needed for verification in various cases( to reset password or user name, to contact us vie email or live chat etc.). We strongly recomend that you use security code diferent from your password, username and date of birth as those details can easily be stolen. Another way to protect your account is to frequenly change your security code and have it stored in safe place.
9. My account has been blocked because I repeatedly entered the wrong password. What can I do?
Simply contact our Customer Support team for assistance. You will be asked to verify yourself for security reasons.
10. Once I have registered, can I still change my personal data later?
After registration you will no longer be able to modify your basic data, such as your first name, surname, date of birth and email address. You will, however, still be able to change other data after registration. FORTUNE 5 will verify and accept a change to your data, provided you submit the required documents.
11. My address and/or phone number has changed. How can I update my new address/phone number?
To update your address or telephone number, just fill the necessary fields in My Account > Personal Info and upload new copy of Utility Bill / Bank Statement with your new address. For telephone number change you will be asked to verify your new number. After submitting all the required documents, please contact Customer support and email with instruction will be sent.
12. Can I change the email address for my account?
You are unable to change the email address you registered your account with us for security reasons. However, if you need your email address changed, please contact our Customer Support for assistance where you may need to provide further information.
13. How can I close my account or select a time-out period?
You can contact Customer support via Live chat or email to request Temporarily or permanently closure of your account. Please note that after the finalizing of the procedure you will not be able to change it until 7 days have lapsed.
II. Account Verification
14. Why do I need to verify my account?
To comply with online gaming regulations, we are required to verify the identity and age of our customers to ensure no Illegal practices occur.
15. How do I verify my account?
Our KYC verification process is simple, easy and similar to any other online verification process. We will ask you to provide us with some personal information and supporting documents. As long as all the information you have provided is correct, you will be able to successfully verify your details.
16. What verification is required?
16a. KYC Verification
It is important that we are able to positively identify our customers to comply with both regulatory requirements and to help ensure the security of all accounts. In order to achieve this we request identification from our customers. This process is called Know Your Customer (KYC) Verification which allows you to obtain a bonus and to deposit funds into your account.
16b. Full Verification
Before your first withdrawal additional confirmation will be required. This is to ensure the protection of your funds and necessary to proceed with your withdrawal request. You need to submit withdrawal request by sending email to [email protected] and reply with instructions will be send.
17. What are the criteria for the documents i upload?
In order to successfully and quickly verified your account, all the documents you upload must meet the following criteria:
• Allowed Images file formats: *PNG, *JPEG and *GIF and not bigger than 3MB;
• PDF files are not accepted;
• Scanned images should be in color, in high resolution (at least 300 dpi) and NOT cropped;
• ID documents photocopies/scans/images must be colored and including both sides (front and back) of the document;
• Proof of address documents need to content issue date (no older than 3 months), your name, address and the company logo;
• Screenshots must be showing all the surface and the URL bar;
• Selfies (self-portrait) must be taken in high resolution, good lighting, no flash used, no make-up, sunglasses, hats or any other disguise and the chosen document under your chin. Please note that the Information on your document must be clearly visible.
18. Is it safe to upload my personal documents?
We believe that any form of personal information you share with us needs to be carefully guarded. That is why we ensure your documentation is encrypted as soon as it leaves your computer using technology called SSL. This guarantees that your documents cannot be intercepted when being sent over the internet.
19. Who will have access to my documents?
A highly-restrictive access control system is in place to ensure the safety of your details.
III. Deposits and Withdrawals
20. How do I deposit?
To make a deposit into your FORTUNE 5 account you need to be logged in, then select the Deposit tab on the top right. This will present you with the Deposit section of the Members page. From here you can select your desired payment method, submit the relevant payment details and credit your account.
21. What payment methods do you accept?
You can fund your FORTUNE 5 account using a wide range of payment methods including debit and credit cards, bank transfers, or e-wallet systems. For a full list of all payment methods, please go to My Account section then click on Deposit, where you can find all our depositing methods .
22. How long will my withdrawal take?
Your withdrawals request can take up to 2 business days to be reviewed and processed by us. Please be advised that it can take an additional time to arrive to you, depending on your deposit method.
23. I don’t want to deposit money right after registration. Do I have to?
You don’t need to make a deposit immediately. You may make a deposit whenever you like by using the Deposits option in your FORTUNE 5 account at the top right hand side of the page..
24. Are there any Deposit or withdrawal fees?
FORTUNE 5 do not charge any deposit or withdrawal fees, but please check for fees from your provider.
IV. Bonus and Turnover
25. What is a bonus?
A bonus is an incentive that we offer to our players to use on all our sections. You will have to fulfill the wagering requirements attached to the bonus in order to release the bonus funds.
26. Where can I use my bonus?
Please check the specific Terms and Conditions of the bonus or contact Customer Support for assistance.
27. Can I redeem my bonus for cash?
To be able to withdraw any bonus for cash you must first complete the Terms and Conditions and wagering requirements to the specific bonus.
28. What are the wagering requirements?
Each bonus is followed by different wagering requirements. Please see the Terms and Conditions of the accepted bonus for more details.
29. Where can I see my bonus history?
The active bonuses and their progress can be monitoring in the bonus section of your account.