FatPirate Casino - Player's account closure request is ignored.

I asked them to close my account. They didnt, and I lost even more money. I have put in all the information in the pdf files.

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Dear POWERN85,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Dear POWERN85,

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.

I sent the fatpirate a closure request in the chat first, asking them to close my account for good. because of gambling addiction, i wrote it alittle different on the mail I sent, because I was frustrated that I had lost to much. This was not followed up, and I could play for over a week after I sent it to them and they answered me if that was correct, and if I could confirm that I would close it for good, and I answered immediately that they could close it for good. And thy did NOT.

Thank you for your response. I would appreciate it if you could provide some clarity on the timeline of the events you mentioned. Specifically, could you indicate when the live chat communication regarding gambling addiction occurred? Additionally, do you currently have access to your account? If not, could you please share when the casino closed your account and the date of your last deposit?

Thank you for your patience and cooperation.

Hello,

I first requested that my account be closed on 13 June through the live chat because of my gambling addiction. I was told that I had to send my request by email, which I did the same day.

However, I never received a response. Two days later, I contacted the live chat again and asked why my account had still not been closed. I was told that it would be done ASAP, but I was also instructed to send yet another email.

On 15 June, I both spoke to customer support via live chat and sent another email. Later that same day, I received a reply asking me to confirm that I wanted my account to be permanently closed. I replied the very same day and confirmed that they could close my account immediately.

This all happened on 15 June.

Despite my clear request and confirmation, I was still able to gamble during the following days. My last deposit was made on 19 June, and my account was not actually closed until 26 June.

Hello POWERN85,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Could you please forward the chat transcript of the communication between you and the casino from June 13th?

Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

Thank you for your understanding.

Well the only thing i dont have is that transcript. I have everything else to prove that they didn't follow up what they should have done.

But I can put in a email from 10 October 2025, that I explicitly said close my account for good because of gamblig problems. That they never did anything with either. Not sure how much I need to prove here. But the chat transcript from 13 of June i don't have. Im not sure. But I don't think they have a chat script button in there chat.

But im sending the screenshot of the email I sent. That they didn't do anything either.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear POWERN85,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the FatPirate Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a FatPirate Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.