Missing or incorrect loyalty points can be frustrating, especially when you expect them to unlock rewards or move you through the Mr Fortune programme. This checklist explains how points are earned, what to check before contacting support, and which records to keep. You can also review https://www.qpmltd.co.nz/ mid-sentence if you are comparing wider online services, but start with your account history.
Check how Mr fortune points should work
Mr Fortune awards complimentary points based on wagering, not simply on deposits. The loyalty clause states that players earn 1 point for every NZ$10 wagered, with points beginning from midnight GMT after the first deposit. The monthly earning limit is 100,000 points, so a large amount of play may not produce an unlimited balance.
Confirm the basic points rules
The published conversion is 100 points for 1 unit, but the wording ends by referring to EUR while also listing NZD. That makes the precise New Zealand dollar value unclear. Points also expire after 90 days without a login, so an older balance may disappear after a period of inactivity.
| Points rule | Published detail |
|---|---|
| Earning rate | 1 point per NZ$10 wagered |
| Start time | From midnight GMT after the first deposit |
| Monthly cap | 100,000 points |
| Conversion | 100 points equals 1 unit |
| Inactivity expiry | 90 days without a login |
Review your account before reporting an error
Before contacting the Mr Fortune customer support team, compare your points balance with your play history. Check that the games were settled, that the wager took place after the first deposit, and that you were logged into the correct account. A currency change may also require a new account, which can separate activity from an older profile.
Use a short evidence checklist
Take screenshots of the points balance, relevant bets, dates and your account currency. Keep deposit or withdrawal confirmations if they help identify the account. Do not send passwords, full card numbers or security codes. Clear evidence gives support a better chance of tracing the missing transaction.
- Record the date and approximate time of the wager.
- Note the game, stake and completed round.
- Save the points balance before and after play.
- Check whether the account has been inactive for 90 days.
Contact Mr fortune customer support
Mr Fortune offers live chat 24 hours a day and email support. Live chat is expected to respond within a few minutes, while email replies usually arrive within 48 hours. Ask for a manual review of the specific wagers rather than making a general complaint about the balance.
Send the right details in your first message
Include your username or registered email, the missing amount, the relevant dates, your account currency and screenshots. Ask whether the points were excluded, delayed, capped or removed after expiry. Keep the conversation reference and the final response. Support may request identity checks, but share documents only through the official account process.
| Support route | Published response target | Useful for |
|---|---|---|
| Live chat | Within a few minutes | Quick account and balance questions |
| Usually within 48 hours | Evidence-heavy points disputes | |
| Internal complaint | Answer within 10 working days | Unresolved formal complaints |
| Complaint deadline | Raise within 6 months | Protecting your review rights |
Check whether points were exchanged or used
Points are connected with the Casino Shop, where rewards can include free spins or bonuses. Review your reward history before assuming the balance is wrong. Login Rewards use Gold Bars, and the published information does not confirm that Gold Bars can be exchanged with loyalty points. A reward may therefore appear in a different section of your wallet.
Separate points from cashback and VIP benefits
Points are not the same as cashback. Cashback is based on net deposits over a stated period and has separate minimum, maximum and balance conditions. The five VIP tiers—Bronze, Silver, Gold, Platinum and Black—also have different benefits. Only Gold and above receive named VIP-level benefits, while the exact tier thresholds are not published.
Understand related balance and withdrawal limits
A points correction does not automatically change cash balances or withdrawal limits. The published Mr fortune minimum withdrawal for an NZD account is NZ$20, while the rolling monthly withdrawal limit is NZ$20,000. If you are checking an ewallet casino payment, remember that e-wallet transfers are described as instant only after processing; processing itself is targeted at about 3–5 business days.
Escalate an unresolved points complaint
If support does not resolve the issue, submit a formal internal complaint within six months. The operator says it will answer within 10 working days, with a possible 10-working-day extension. If the dispute remains unresolved, eCOGRA is listed as the alternative dispute-resolution body. Keep your complaint factual and attach the timeline, screenshots and support replies.
- Ask support for a written explanation of the points calculation.
- Submit the formal complaint within the six-month period.
- Allow the stated response timeframe to pass.
- Consider eCOGRA if the internal process does not settle the matter.
Conclusion
Start with the points rules, then compare your history with the account balance and check for inactivity expiry, caps or reward conversions. Contact support with precise evidence and escalate only if the first response does not explain the discrepancy. Keep gambling to an affordable limit, and contact Gambling Helpline on 0800 654 655 if gambling stops feeling manageable.
Frequently Asked Questions
These answers cover common account questions that can affect a loyalty-points review.
Can Mr fortune points be restored after 90 days?
The published terms say points expire after 90 days without a login. Support may explain a balance change, but restoration is not guaranteed. Contact the operator promptly with your login history and screenshots rather than assuming expired points will automatically return.
Do all casino games earn loyalty points?
The published rate is based on wagering, but the available information does not confirm that every game or promotion qualifies in exactly the same way. Ask support to confirm whether the specific game and wager were eligible before relying on the expected points.
Can I use points for cash?
Points are described in connection with the Casino Shop, where rewards may include free spins or bonuses. They are not presented as a direct cash withdrawal balance. Check the current shop terms before exchanging them, since the NZD conversion wording is not fully clear.
Is Mr fortune available on mobile?
The terms cover mobile gaming services and the website can be added to a device home screen. No native iOS or Android app was confirmed. If your points look different on a phone, compare the mobile browser view with the desktop account before reporting an error.