The player from Portugal requested account closure due to gambling addiction but received no response to his emails from the casino. Despite reaching out via online chat, he was told that the account could only be closed through email. After escalating the issue, the casino confirmed that the customer's gaming account was permanently closed. The issue was resolved with the account closure being acknowledged by the casino. Due to the fact that the player himself did not confirm the closure of his account, the complaint was subsequently rejected.
FatPirate Casino - Player is unable to close account.
Closed
Our verdict
Player stopped responding
Amount: ??
FatPirate Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
After several emails sent to close my account due to a gambling addiction, the casino won't reply or let me close my account.
I've already contacted the online chat and all they tell me is that the account has to be closed via email.
Automatic translation:
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9 months ago
Hello Jorgesilva26,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with FatPirate Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- When did you send your first request to their e-mail address?
- When was the last time you spoke to the casino and what was it about?
Please forward the self-exclusion request which you have sent to the casino to [email protected] for further review.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Dear Jorgesilva26,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
Translation
The first time I emailed the casino to close my account was on 4/3/2025. In the meantime, I've sent several emails and so far the only response I've had is on 6/3/2025 when the casino asks me to reply to an email to confirm that I really want to close the account. I confirmed that I wanted to close the account on the same day and to this day I've had no response and the account is still active
Automatic translation:
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9 months ago
Thank you Jorgesilva26 for all the information provided. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Hello Jorgesilva26,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear FatPirate Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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9 months ago
Dear all
Thank you for your patience.
Customer gaming account is permanently closed.
Best Regards
FatPirate Team
