How to reach our support team
Thorfortune support is available through live chat and email around the clock. The best route depends on whether the issue needs an immediate account conversation or a written record with supporting context. A complete first message helps our team identify the account event, transaction or promotion without unnecessary back-and-forth.
Before writing to us
Identify the account event
State whether the question concerns registration, login, a deposit, a withdrawal, verification or a promotion. Include the relevant date, payment route and visible status. Describe what happened in chronological order and separate the expected result from the result you received.
Keep the message focused
Use one message for one main issue. Include the email connected to the account through the secure support route, but never place a password in the message. If a transaction is involved, name the method and amount so the support team can distinguish it from other account activity.
Prepare verification context
At the first withdrawal, verification may request an identity document, address confirmation no older than six months and proof of the payment card or account. A video check or phone call may also be required. Send material only through the route requested for the account case.
Issues handled by support
Our support team deals directly with account and transaction matters, including:
- Registration, email confirmation, login and two-factor authentication.
- Deposits, withdrawals, matching payment methods and visible transaction status.
- Welcome bonuses, reloads, cashback, free spins and wagering contribution.
- First-withdrawal verification and cases that can take up to 48 hours.
- Mobile PWA access through Safari on iOS or Google Chrome on Android.
What we can resolve
Account access
We can examine registration and login events, including the email confirmation step and access through the Progressive Web App. Tell us which route you used and which stage was completed before access stopped.
Payments and verification
We can identify whether a withdrawal is awaiting verification, operator processing or later bank handling. Deposit confirmation, same-method withdrawals and ownership of the payment method are separate checks, so name the stage shown for the transaction.
Promotion questions
We can clarify the offer attached to the account, its activation window, turnover base and contribution rates. Include the offer name and the relevant deposit so the response can address the correct promotion rather than a different reload or cashback reward.
Support routes
| Route | Best suited to | Useful preparation |
|---|---|---|
| Live chat | Login, account status and a current payment event | Account email, date and visible status |
| Detailed bonus, verification or transaction context | Clear timeline and relevant method | |
| Mobile live chat | Questions while using the PWA | Device system and browser used |
Both live chat and email operate around the clock. The mobile PWA also supports live chat, so a player can contact us from the same phone or tablet used for the account.
Message privacy
Share only what the case needs
Do not send a password or two-factor authentication code in a support message. Keep login details confidential. Verification material can contain sensitive information, so use only the account route specified for the case and avoid adding unrelated documents.
Keep payment ownership clear
Accounts may only be funded with the account holder’s payment method. A message about a payment should identify the route and transaction without exposing full credentials. Our team can then connect the question to the confirmation, verification or processing stage.
Follow the account record
Account information must be true, complete and current. If the support request concerns a correction, explain which detail needs attention and why. The privacy policy governs how information connected to the message and account is handled.