FatPirate Casino - Player faces gross misconduct from casino.

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Dear Floz,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"xSelf-exclusion request: You can contact the Support Service Team via e-mail at support@fatpirate.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts."

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Florin,

Thank you for providing the detailed documentation. I have reviewed the evidence you submitted.

I can see your self-exclusion request from December 16, 2024, in which you explicitly requested self-exclusion for the longest possible period and informed the casino that you had gambling issues. I can also see your subsequent self-exclusion request from March 31, 2026.

Before we proceed further, could you please provide any confirmation or communication you received from FatPirate following your December 16, 2024 request showing that your self-exclusion was successfully processed or that your account had been closed/restricted?

This will help us establish exactly what happened between your original self-exclusion request in December 2024 and your account becoming accessible again in March 2026.

Thank you very much for your cooperation.

Karla M.

Hello Karla

You are such a kind person. Thank you for helping me , I haven't got words to exprime how much I appreciate you.

I haven't got any other communication with fatpirate.com between 16th of December 2924 and March 2926. Which means they excluded me. I know I couldn't login and the first time when that was possible it was on 11th of march 2026.

However, they have in their system my self exclusion for sure.

With kind regards

Florin

Dear Florin,

Thank you for your response and for providing the extensive documentation.

Based on the evidence provided, I can clearly see your original self-exclusion request from December 2024, in which you informed the casino about your gambling issues, as well as your subsequent requests to permanently close your account.

Before we proceed, I would like to verify the disputed amount of £11,000.

Could you please provide the bank statements or transaction records you used to calculate the £11,000, showing the deposits and any withdrawals made between 16 May 2026 and 23 August 2026?

You can send the documents to karla.m@casino.guru. Please feel free to redact unrelated transactions and sensitive information that is not relevant to this complaint.

Thank you very much for your cooperation.

Karla M.

All requested documents has been sent .

Thank you

Florin

I can say that not all the transactions been made via pay24hr.com. I know that was happening not to work this method because usually there was a small charge based on the exchange rate, and if I tried to deposit if let's saying £30 and this was the exact amount available in my account, at the next deposit try, I've been diverted to another merchant charging me sometimes in dollars sometimes in euro. From all of this ways of making deposits to fatpirate.com, I chose only pay24hr.com because most of deposits were made with them.

Hope this is helpful.

Many thanks

Florin

Dear Florin,

Thank you for providing all the information and supporting documentation regarding your case.

Unfortunately, we are unable to proceed with your complaint.

Based on the information available, you have already initiated a formal chargeback/transaction dispute with your payment provider regarding the £11,000 disputed in this complaint.

Please note that under our policies, initiating or threatening a chargeback is considered fraudulent conduct. Therefore, we do not investigate complaints concerning funds for which a chargeback has already been requested or threatened.

As the disputed funds have already been subject to a chargeback request, we are unable to intervene in the matter through our complaint resolution process.

For this reason, your complaint will now be rejected.

Thank you for your understanding.

Best regards,

Karla M.