Account or login
Access problems, recovery errors, incorrect details, verification questions or suspected unauthorised activity.
Reporting guide
Send a clear timeline through an official route
A useful report identifies the page or activity, explains what happened and includes the references needed to find the corresponding wallet, payment or provider record.
Never include
Do not send your password, complete OTP, remote-access code or another person's private information.
What can be reported
Choose the closest issue type
Deposit or withdrawal
Missing credit, pending order, rejected request, amount difference or registered payment-account mismatch.
Promotion or commission
Eligibility, claim display, turnover status, supported-game rule, reward amount or referral calculation.
Game or provider
Interrupted session, error message, unsettled round or a result that needs provider-record review.
Security concern
Fake domain, copied page, impersonation, suspicious message, unknown login or unusual payment instruction.
Content or accessibility
Broken link, outdated wording, unreadable layout, missing label or a conflict between wallet information and a guide.
Information checklist
What to prepare
- 1Identify the page or activity
Name the account feature, transaction, promotion, provider, game or sentence involved.
- 2Add the Singapore date and time
Explain the sequence from the first action to the current status.
- 3Add the exact reference
Include the order, round, bet or masked account reference needed to locate the record.
- 4Attach a safe screenshot
Show the error or status while covering unrelated private information.
- 5Explain the expected result
State what you expected, what is displayed and which rule you relied on.
Evidence by issue
Details that help locate the relevant record
| Issue | Useful information | Do not send |
|---|---|---|
| Account / login | Username or masked ID, domain, device, time and exact error | Password or complete OTP |
| Deposit / withdrawal | Order number, amount, method, submission time, status and screenshot | Unmasked details not needed for the review |
| Promotion / commission | Offer name, claim time, deposit cycle, wallet state, turnover and current terms | Another member's account data |
| Game / provider | Provider, game, round or bet ID, amount, time, result and interruption | A recreated or edited result image |
| Security | Full suspicious URL, profile or number, message time, requested action and screenshot | Unknown downloads or remote access |
Send your report
Use an official contact route
Review process
What happens after submission
- 1Initial identification
Support checks whether the information is sufficient to find the relevant activity.
- 2Record comparison
Available account, wallet, payment, promotion, support or provider records are compared with the report.
- 3Limited follow-up
Support may request a missing reference or the information needed to confirm ownership.
- 4Status or explanation
The member receives the available status, action request, rule explanation or notice of further review.
Platform-side check within 10 minutes
The timing starts after Fortune9 receives the information required for the case. If confirmation from a bank, blockchain service, payment channel or game provider is required, Fortune9's platform-side check will still be completed within 10 minutes, but the final third-party response may take longer.
The 10-minute platform-side check is not a guaranteed final resolution time. A report does not automatically reverse a valid record or guarantee a particular result. For a game-result dispute, the final game-provider record applies.