Frequently Asked Questions
For your convenience, we have assembled some of the most Frequently Asked Questions (FAQs) in one place. If you do not find the answer you need, or if you require a more specific information, please do not hesitate to contact our Support Team.
How do I register at the Casino?
Registration is fast and easy. Connect to the internet and run the casino software. The first time you run the casino you will have to choose whether to play for fun (for free) or for real money. the registration screen is then displayed. Fill in the required information and click "Register". After registration you will be directed to the login screen. The casino remembers your username and optionally remembers your password so you don't have to enter them every time. Click "Login" to start playing.
What is the minimum amount of gaming credits I need to purchase?
Before you can play for real money you must make a deposit. The minimum amount is $25 worth of casino chips.
Do I have to pay to try out the games?
No! You may play the games in FREE money mode for as long as you like. If you are unfamiliar with any of our games, we encourage you try them out and become familiar with them by playing with "fun money" before you decide to with real money.
Can I purchase more fun money casino chips?
Yes. You may do so by clicking on the "Cashier" button in the Lobby or from within any game. Click the "set balance" button and enter the balance you would like and click "set balance" In fun money mode, you may set your balance to whatever you like.
What is my username and/or password?
Your password is a case-sensitive name to identify you and must be entered the same way each time you log in. If you have forgotten your password or account number, contact a customer service representative for assistance. Remember to have your registration details handy. In order to comply with eCogra's strict policies on account information, we are only able to provide players account details after positively identifying a player over the phone.
I forgot my password, what should I do?
On the login screen, there is a link titled "Click here if you have forgotten your password . " Click there and a new password will be e-mailed to you.
What if I try logging in and it does not connect?
This may be due to a bad or slow connection with your internet service provider. Disconnect and reconnect to the Internet and try again. If you still have problems connecting, please contact customer support.
Deposits and Withdrawals
How do I purchase credits?
We offer several easy options for deposits at True Fortune: Skrill, Credit Cards, Paysafecard, Jeton, VOLT, Bitcoin, Cashlib, Neosurf and Ecopayz. For more details please see our cashier page. If you have any queries with regards to banking, please contact us.
How do I cash-in my winnings?
Please note that it is not necessary for you to cash in your winnings at the end of each session. You can always leave a balance in your account and it will be waiting for you the next time you login. And you don't need to worry about forgetting you have a balance left in your account -- we will send you an e-mail reminder if you leave a balance in your account and haven't played in a while. You however may, of course, withdraw your money at any time. True Fortune Casino offers several methods for withdrawals and the details are listed on our cashier page.
Reversal of a Withdrawal
If you request a withdrawal and change your mind before it is processed, you may reverse the withdrawal and continue playing with those credits. If you have withdrawals that can be reversed they will show up in the cashier when you go to make a deposit. You cannot make a deposit while you have withdrawals pending because it is much easier to do a reversal instead.
What are my chances of winning?
The payouts of our games vary. All games results are determined by Rival's cryptographically secure random number generator which has been independently tested and proven to provide suitably random sequences of numbers. Independent auditors audit payouts from time to time. Depending on the game, the system may use a single deck or multiple decks that are shuffled before every wager.
Why do the slot wheels just keep spinning and don't stop? Why does the Roulette ball just keep spinning and doesn't stop?
This is caused by poor internet connection. The results from the server are not reaching your computer so the slot wheels just keep spinning because they have not received the message telling them when and where to stop. If you close the program and run it again you will be refreshed to your last known position.
Why do the cards not flip over during a hand?
This is caused by a bad or slow internet connection. The gaming server will hold the wager until it can resolve the bet.
How can I view exactly what cards have been dealt?
You may view your history in the Cashier.
How do I download more games?
A selection of some of our most popular games are included in your initial download. To download more free games, just keep playing at the casino and the rest of the games will download in the background without interfering with your playing. If there is a specific game that you want to play, but it is not immediately available, click on the game icon. This game will begin downloading immediately. You can close the pop-up box that appears and continue playing other games while you wait for your chosen game to be downloaded. You can monitor the download progress by watching the progress bar that will appear across the game icon. Please note that the download time is dependent on the speed of your internet connection.
Why does it take so long to download new games?
The speed of your downloads depends on your internet connection. Players with dial-up connections may have to wait several minutes for a game to download while those with high-speed connections will only need to wait a few seconds. The size of the games varies, and some games will take longer than others to download. Video slots and I-slots are the largest games and they will therefore take longest to download. The rest of the games should download in under a minute. Once a game has been downloaded it is saved on your computer and doesn't need to be downloaded again unless it is updated.
Exciting competitions and prizes!
True Fortune Casino members enjoy FREE participation in all the competitions run by the casino. The Dealer will be in contact via e-mail to inform players of upcoming competitions and promotions.
Is my credit card number safe in your hands?
Yes, your personal Real Account number and password must be supplied prior to any credit card transaction. Specific details are also requested in order to purchase credits at the casinos. True Fortune Casino guarantees secure data transfer during any transaction and undertakes never to disclose any credit card information or other information to any other company.
What fraud prevention and security measures are in place?
NEVER give your password out to anyone. True Fortune Casino will never ask you for your password in an e-mail or over the phone. If anyone ever asks you for your password, please notify customer support immediately.True Fortune plays an active role in fraud prevention and detection. We do everything possible to ensure the integrity of customer accounts as well as payments made to customers. True Fortune employs a variety of appropriate security and fraud controls that monitor every transaction. To prevent fraud and abuse, from time to time customers may be required to supply proof of identity, copies of their credit cards, a signed history of their transactions or other documentation for verification and security purposes. If you are asked to verify your identity, you will only be asked once.
How safe is it to give my credit card details over the Internet? Are my account number and password safe?
Yes. The casino software uses 128-bit encryption when data is transferred over the Internet. Each player is issued with a unique account number and players choose their own password, which they alone can access. Moreover, we use state-of-the-art encryption technologies which ensure that your personal and card information is protected at all times.
Can I register a credit card at the casino that is not in my name?
The Casino does not allow players to register credit cards of which they are not signatories. These measures are taken to protect you, the player, and your credit cards and account. If another person would like to play in our casino via your PC, we recommend they open their own Real Account.
Is my information secure?
Yes! One of True Fortune's highest priorities is security. To be able to provide the highest privacy available we use the SSL4 protocol with 128-bit encryption. The system allows the highest security and integrity for all the information that passes to and from our server. These precautions prevent access by unauthorized third parties. Apart from regular reports, which are sent to our customers via email, we strongly recommend all our players to make the full use of the Transfer and Wagering histories available in the cashier.
What do I do if I need technical assistance?
True Fortune provides 24/7 support to all casino players. Choose between phone, chat or email. Please contact us regarding any enquiries you may have. Our agents are standing by.
What is the minimum age required to play?
This depends on where you live. You are required to be of the minimum age to gamble in your jurisdiction.
Is True Fortune Casino licensed?
Yes, True Fortune Casino operates under the licensing jurisdiction of the Government of the United Kingdom.
What are promotions?
Promotions are a way for True Fortune Casino to create value for its players. They are offered as incentives to deposit and play, as rewards for loyal players and even as gifts on special occasions. Promotions are typically offered as bonus money but can also be in the form of bonus points.
What are wagering requirements?
Promotions typically have wagering requirements associated with them. That means that there is a minimum amount of playing time required after claiming a promotion before you can withdraw your winnings. The amount you must play to meet the wagering requirements is a lot less than the average player would ordinarily play. Wagering requirements are typically completed in a couple hours of play (often much less) and the average player plays longer than that.
Can I tell my friends?
Absolutely! If you enjoyed your playing experience at True Fortune Casino we encourage and thank you for passing on the word on to your friends. In fact, if you refer a friend using the Refer a Friend (clickable) we will add a $75 bonus to your account after your friend has deposited at least $50 and makes a few wagers. Your Refer A Friend bonus will appear in the list of promotions in the cashier. You will have to click the "Claim" button for the bonus money to be added to your account.