Frequently Asked Questions at fortunegames

KYC (Know Your Customer) is an identity verification step that requires you to submit a valid Philippine government-issued ID — such as a PhilSys card, passport, or driver's license. You do not need to complete KYC to register or make a deposit, but it is required before your first withdrawal can be processed. Completing it early means there are no delays when you want to cash out.

No. fortunegames enforces a strict one-account-per-person policy. Creating duplicate accounts under different names, mobile numbers, or payment methods is a violation of the Terms and Conditions and will result in account suspension. If you previously had an account that was closed and want to register again, contact support first.

The fastest way is to use OTP login on the Login page — enter your registered Philippine mobile number and use the SMS code to access your account, then reset your password from account settings. If you no longer have access to your registered number, email the support team at [email protected] with your account details for assisted recovery.

Contact support at [email protected] to request a mobile number or email change. For security, any change to primary contact details requires identity verification before it can be processed. This step protects your account from unauthorised changes.

Most deposits via GCash, Maya, and InstaPay are credited within a few minutes. PESONet transfers may take slightly longer depending on the sending bank's processing schedule. If a deposit has not appeared after 30 minutes, contact support with your transaction reference number so we can look into it.

Minimum deposit amounts depend on the payment method selected and are displayed at the time of deposit within your account. All amounts are in Philippine Peso. Check the deposit section of your account for current minimums for each payment method.

Yes. You can set daily, weekly, or monthly PHP deposit limits from your account's responsible gaming settings. Once set, a lower limit takes effect immediately. Increasing a limit has a cooling-off period before it applies — this is intentional and designed to prevent impulsive changes. Setting a deposit limit is a good habit recommended even for casual players.

Processing times vary by payment method. GCash and Maya withdrawals are typically processed within a few hours once approved. Bank transfers via InstaPay can arrive within the same day; PESONet transfers may take one to two business days. All withdrawal requests are reviewed for security before being approved.

Common reasons include pending KYC verification, a mismatch between your account details and the payment method details, or a security review triggered by unusual account activity. If your withdrawal is on hold and you are not sure why, contact support at [email protected] with your account username and they can check the status and explain next steps.

Yes. The fortunegames platform works on any modern mobile browser without requiring a download. A dedicated mobile app is also available for Android and iOS for a more optimised experience. Whether you are in Quezon City, Cebu, or anywhere else in the Philippines, the mobile browser version covers the full game library.

Yes. The Live Casino section features real dealers streamed in high definition. You interact with the dealer and other players in real time, and the outcome of each hand or spin is determined by actual physical cards, dice, or roulette wheels — not a random number generator algorithm. A stable internet connection gives you the best experience.

Fish games (also called fish shooting games) are arcade-style titles where you use a virtual cannon to shoot fish swimming across the screen. Different fish have different point values, and your winnings in PHP are calculated based on the fish you catch. They are fast-paced and popular with Philippine players looking for something different from traditional casino games. Find the full selection in the Fish Games section.

Yes, live in-play betting is available on selected events. Odds update in real time as the game progresses. Not every event supports live betting — check the live betting section in your account to see which games are currently open for in-play wagers.

Winnings from settled sports bets are credited to your PHP wallet once the event result is confirmed and the bet is settled. Settlement usually happens within a short time after the event ends. In cases where a result is disputed or under review, settlement may take longer. Your bet history and settlement status are visible in your account.

Do not click any links or share any information. fortunegames will never ask for your password, full OTP, or financial credentials through SMS, email, or social media. If you receive a suspicious message, do not engage with it. Forward it to [email protected] and change your password immediately as a precaution.

Accounts lock temporarily after multiple failed login attempts. Wait for the lockout period (typically 15 to 30 minutes) then try again. If the account is still locked or you believe it was locked due to unauthorised access rather than your own attempts, contact support at [email protected] immediately so the team can assist and secure your account.

Log in to your account and visit the Promotions page. Active offers available to your account are displayed there. Eligibility depends on your account status, activity, and in some cases your VIP tier. Each promotion lists its own terms — read these carefully before participating.

Bonus expiry and wagering conditions vary by offer. Each promotion has its own terms displayed at the time of the offer. fortunegames does not set blanket expiry or wagering rules across all promotions — check the specific terms for any bonus you receive or activate.

You must be 21 years of age or older to register and play. This is a firm requirement with no exceptions. Age verification is part of the KYC process, which requires a valid Philippine government-issued ID. Accounts found to belong to players under 21 will be immediately suspended.

You can activate self-exclusion from your account settings or by emailing [email protected]. Self-exclusion closes your account for a set period or permanently, preventing login, deposits, and betting. During self-exclusion you cannot register a new account. The support team is available 24/7 and there is no judgment for requesting this — it is the right call if gaming has stopped being enjoyable.