FatPirate Casino - Player’s account has been closed.

After informing them that I was having problems with the game, they responded nonsensically. I told them on several occasions to close my account, confirming that I would lose my credit balance, and it has led me to lose €1020 in the process. Immediately after losing it, they closed my account when I contacted them again, and I have tried to talk to them but they no longer respond.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FatPirate Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication with the casino in between April 1st and April 3rd? Include your and the casino's responses. Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit and play?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I told them I wanted my account permanently closed, they kept asking me to confirm, which I did. Then they told me they were changing my VIP manager and starting over. I told them I was having problems with the game and asked them to close it, but they still wouldn't close it until I lost that money and they finally closed it immediately.

Hello Pelegrin,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Could you please clarify, was there a balance on your player's balance already from before, or have you made new deposits to the casino during the time you wished your account to be closed?

Was the balance removed by the casino, or have you played with the money to zero yourself?

Looking forward to your reply.

I informed them that they would close my account due to problems with the game, and they would respond the next day saying my VIP advisor had changed, but they wouldn't close it. Or they would tell me to confirm the closure, which I would do, but they still wouldn't close it. After three days of this, I deposited money again and lost it. As soon as I lost it, I asked them how they could have kept my account open knowing the problem I was having with the game, and they closed it almost immediately.

Dear Pelegrin,

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, Kubo (jakub.m@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,

Tomas

Dear Pelegrin,

I hope this message finds you well. It is a pleasure to virtually meet you. My name is Kubo, and I will be taking over the handling of your complaint from this point onward.

If there are any updates or new developments since your last communication, please feel free to share them with me at your earliest convenience.

As part of our standard procedure, I would like to invite a representative from FatPirate Casino to join this conversation. Their involvement will be instrumental in facilitating a smoother and more efficient resolution to your case.

Dear FatPirate Casino,

Could you kindly provide a detailed explanation regarding this case? Specifically, we seek to understand why the player's account remained active despite numerous self-exclusion requests and clear indications of a gambling problem, and why it was only closed after the player lost their entire balance.

Your comprehensive response is crucial to ensuring a fair, responsible, and transparent resolution to this matter.

Thank you in advance for your cooperation and prompt attention to this issue.

Best regards,

Kubo

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request. Once there is any update, we will inform you immediately.

Best regards,

FatPirate Team

And above all, what I want is for them not to reopen it again. I don't know if they have some kind of system, but when I deposit money in the bank, they seem to know and reopen my account and send me bonuses, and it's happened many times already. If they are aware of my problem, I don't understand why they reopen my account.

Dear FatPirate Casino,

As a week has now passed, I kindly request your statement regarding this matter at your earliest convenience.

Thank you for your attention.

Dear Pelegrin,

We truly appreciate your patience.

We would like to inform you that we have contacted you via email. Please check it when possible.

Best regards,

FatPirates Team

I have already replied to your email with all the requested information. I expect a prompt refund from you so that we can consider this matter resolved.

Dear FatPirate Casino,

I would like to kindly request an update regarding the current status of the player's refund processing. Have you received the necessary information from the player? Could you provide an estimated timeframe for resolving this matter?

Thank you for your attention to this issue.

I wrote to him when I requested it and I haven't received any further response. I really need that money and to put an end to this once and for all.

I sent you the information 10 days ago, please I really need that money

I still haven't received the transfer or a response. Please make it effective; it's been 13 days since I gave you the account details.

Dear Pelegrin,

Thank you for the patience.

We would like to inform you that the request has been forwarded to the relevant department. Once it is completed you will be informed immediately.

Best regards,

FatPirate team

Are you still going on about this? I need that money. I gave you the details 13 days ago.

.

I still haven't received my refund and it's been almost 20 days since I gave you my details, please process it.

Dear FatPirate Casino,

Could you please explain what is causing such a significant delay in what appears to be a straightforward matter?

Almost three weeks ago, you requested the player's bank details, which were provided promptly. Since then, we have only been informed that the request is being forwarded internally, without any indication of when the matter will be resolved.

Given that you have already confirmed the refund, we kindly ask that you prioritize this case and process the payment without further unnecessary delays. If immediate resolution is not possible, please provide a specific timeframe for when the refund can be expected.

Thank you for your cooperation.

I don't understand why the process is taking so long. Please issue the refund.

Not receiving timely payment for something that should be settled long ago is causing me significant expenses and interest. I've lost thousands of euros on their website, and I've only claimed the latest amount. If I don't receive this sum soon, I will claim the total of all losses due to unauthorized account reopenings I've had since 2024.

I still haven't received a refund or a response from you; please process the refund.

There's no explanation for why the transfer hasn't been made yet; please resolve this matter once and for all.

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.

Please process the refund; it will be a month since I provided you with the details.

They're not responding through any channel, I really need that money.

It's been almost a month since I gave them my information.

Can you do this by not answering? Why aren't you responding to me through any channel, whether it's your emails or this complaint? I would appreciate a prompt response.

This situation is causing me a lot of stress and anxiety, please process the refund.

I sent them an email from another address and they replied immediately, but they haven't responded to me from the account related to the complaint for weeks.

I have already received the refund in my account, thank you very much Kubo for helping me with the process.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Pelegrin,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo