The player from Italy reported that his casino account had been permanently closed in August at his own request for responsible gambling reasons, following a phone conversation with a VIP manager. Despite this permanent closure, he stated that the same manager later contacted him in September and encouraged him to reopen the account in exchange for a bonus. After the account was reopened, the player lost €8,100 before the account was closed again. He then attempted to seek reimbursement for these losses as well as compensation for alleged moral and physical damages, claiming that the casino failed to follow its responsible gambling procedures and did not respond to his emails. However, the investigation remained inconclusive because the player did not provide sufficient evidence that he explicitly informed the casino in writing that gambling addiction was the reason for the original closure request—an essential requirement for the Complaints Team to hold the casino accountable for reopening the account. Without this proof, the complaint could not be pursued further. Additionally, the player’s Casino.Guru account was permanently blocked due to repeated use of highly offensive and abusive language, which violated the platform’s rules.
FatPirate Casino - Player’s account has been reopened despite permanent closure.
Other
Amount: €8,100
FatPirate Casino
Safety Index:Above averageCase summary
Translation
On August 13th, my account on the site in question was closed at my request for responsible gambling after a phone call with the VIP manager, Francesco. An email was attached stating that the account would never be reopened; it had been permanently closed. I was contacted again by the same person in September, who asked me via email to reopen the account in exchange for a bonus. This happened after I had permanently closed the account and had no option to reopen it. They also didn't fill out the responsible gambling forms, which I learned from their operators in the chat room they are required to do. I reopened the account and lost €8,100, after which they closed it. I attempted suicide and was miraculously saved, and now I want my money back, as well as the same amount for moral and physical damages.
I wrote for days and weeks to VIP support and complaints without receiving a response. Does this seem fair to you?
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask a few questions to clarify your situation.
- Did you specify the reason why you wanted to permanently close your account back in August, when the casino first closed it? In the PDFs you sent me, the reason for your account closure request is not explicitly mentioned.
- When exactly was your account reopened? Did you request it to be reopened yourself, or was it reopened automatically by the casino?
- Have you contacted the casino again to request a new account closure?
- Is your account still accessible at the moment, or has it been closed in the meantime?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
TranslationHi, I'll answer all your questions:
Did you specify the reason why you wanted to permanently close your account in August, when the casino first closed it? The PDFs you sent me don't explicitly mention the reason for the account closure request.
Luigi—>I had spoken to the VIP manager on the phone several times because I was having problems with the
The closure, as you can see, was handled via email, and more importantly, the account was permanently closed with no way to reopen it.
When exactly was your account reopened? Did you request it yourself, or was it automatically done by the casino?
Luigi—>On September 17th, the account was reopened, and they asked me to reopen it, saying if I did, they'd give me a €100 bonus. The account was permanently closed and cannot be reopened. All this without any questionnaire, as per their policy regarding the GSM manager and their terms 4.1.
Have you contacted the casino again to request a new account closure?
Luigi—>they closed it when I told them they would be the cause of my suicide. Because I hadn't played for a while and it's their fault.
Is your account still accessible right now, or has it been closed in the meantime?
luigi—>closed and they also banned me from the chat and they don't reply to any emails
Thank you
TranslationYou can clearly imagine the consequences of trying to commit suicide that have come to my life. I now live with that memory, and it's all their fault and their dishonesty. I lost money to buy a house with my partner, and they...
I've been ruined. All because they're dishonest, and the same VIP manager, Francesco, handled both the closure and the invitation to reopen the account, and then the subsequent closure after my suicide threats. They're so disgusting, they even pretended to care about me. For this reason, I also want moral damages, quantifiable in the same amount lost.
TranslationIn this case, and I hope your help will allow me to get a refund and pay moral damages, I will have to receive it on another account since the Revolut account is being closed because it is a partner bank of the scammers. Is there any news on this? Thanks.
Thank you for your responses. Please forward me the communication between you and the casino after your account was reopened in September, up to the moment it was closed again at veronika.f@casino.guru.
TranslationI emailed everything to Tomas, but I'm also sending it to you. Just to be clear, have you started looking into it and contacting them yet?
Guys but sorry is days we are here. May I know what and if something happened or not . Did you contact them or…just to understand guys because the situation is really bad really though and since that time my mind is damaged and I can’t live anymore in same way if before. Is to bad what they did guys to bad. Is totally against any rule and my body and my mind are paying a high cost for that
Thank you for your email. I would really like to help you with your case. However, after carefully reviewing your communication with the casino’s customer support several times, I wasn’t able to find any mention of the reason for your account closure request.
It appears that the casino asked you multiple times to specify the reason in your emails, but these requests were not addressed. In such cases, we unfortunately cannot hold the casino accountable for reopening your account or for failing to meet its responsible gambling obligations.
Unless you can provide evidence that you explicitly informed the casino in writing that gambling addiction was the reason for your closure request, we won’t be able to assist you further in this matter.
I hope you understand our position. Thank you for your cooperation.
hey Let me understand what means account closed without possibility to be reopened ?tell me. They wrote this on my request to close so about you is fair the contact me to reopen?partrners of scammers
TranslationYou should be ashamed, you should be. It's disgusting that those who should be helping people behave like this, but what could I expect from those who sponsor these illegal sites? So you think it's all legal, right? Shame on you, I hope your children find themselves in these situations one day.
TranslationI'm letting you know that I'm starting to write reviews about you now and we'll see what happens.
TranslationThey obviously had the reason told to them over the phone and you are their partners.
I already said that I’m case they reopen an account and a permanently closed account could be not they have to ask customer to fill in a template about responsible gambling. This is stated by their chats I saved with them.
I sent you clear proof that In any case they are obliged to have a declaration about responsible gambling and accept of terms and conditions. See last mail I sent
TranslationSo? Here we always get to the end of the day to answer, eh? Aren't even the email proofs enough for you?
Dear Casino Guru Team,
I am writing to formally request that you handle my case with impartiality and without prejudice toward either party. As a platform that presents itself as an advocate for fair player treatment, it is essential that your review be guided exclusively by the evidence provided, without external influence.
All evidence demonstrating that Casino Far Pirate acted in a malicious and deceptive manner has already been submitted via email and is both clear and self-explanatory. I therefore expect that your team examines each piece carefully and contacts the casino promptly to request their formal response.
Please ensure that your judgment and actions are not influenced by any commercial relationships or sponsorships involving the casino in question, even though it is currently listed on your website with a high reliability rating. Transparency and fairness are fundamental principles that your platform publicly upholds.
I also remind you that I have already published a review on Trustpilot regarding this matter, following your request for further information. Should your handling of this case show bias or fail to address the casino’s conduct in a timely manner, I would consider that review only the first of several further public reports addressing the issue.
I trust that Casino Guru will act according to its stated mission of supporting fairness and accountability within the gaming industry.
Sincerely,
luigi l.
TranslationSo do you want to do something here or not? With the evidence I have for you?
sent by email do you want to do something or not
TranslationAnd here still nothing is being done. Nothing at all despite the evidence.
TranslationI also need and it is my right to a complete statement of my bets, my deposits and withdrawals it is my right
As I have already mentioned several times, we need solid evidence that you informed the casino about your gambling addiction and that this was the reason your account was permanently closed. If you do not provide any chat transcripts or emails where you explicitly mention that you are addicted and wish to close your account for this reason, we will have to reject your complaint.
Please understand that we can only assist players who cooperate and provide the evidence necessary for us to investigate their cases. Without such proof, it becomes your word against the casino’s, and we will not be able to help.
Regarding your request for a report of your deposits and withdrawals, unfortunately, we are unable to provide this. Casinos are generally not required to store or share this type of detailed data, and we do not have the legal authority to compel them to change their policy in this regard.
TranslationAre you kidding me? Did you read the evidence or not? They clearly stated that in any case, like when opening an account, you must explicitly accept the terms and conditions and fill out the template. Did you look at the evidence or not? Did you read what they stated or not?
TranslationYou should be ashamed, you should really be ashamed but I swear that everything
this doesn't end here and everyone will know what you do
tell me what is difficult here to understand tell me and remember is all public
TranslationAnd you should be ashamed that you always reply with these copy and pastes just before your deadline expires. Now it will be another week before you get another useless copy and paste reply.
Dear Gigig
Thank you for your cooperation and for providing all the necessary information. I 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.
Please keep in mind that we decided to transfer your complaint to the resolver solely because the casino provided you with incorrect information regarding the permanent closure of your account. We still have not received any evidence indicating that you stated you were a gambling addict.
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,
Veronika
TranslationIt seems clear to me that they have violated
the
their rules. It seems obvious to me and now let's see a bit, you'll understand for yourselves who you're dealing with.
TranslationNow it will take another week for the resolver to respond then another to involve the casino and we will be at a month and a half
TranslationBut is it possible that we always have to waste all this time? Is it possible? From the 14th to today the queue has been made. Can you explain it to me?
TranslationAnd still nothing time passes and still nothing tell me if all this is normal after almost 1 month
Dear Gigig,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
First of all, I’d like to address your concerns regarding response times on our platform. Please note that you’re not the only player seeking assistance, and while we always strive to address every case as quickly as possible, our team handles hundreds of complaints simultaneously. I’m sure you can understand that a thorough review of each issue requires some time to ensure a fair and accurate resolution.
Thank you for your understanding and patience.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d also like to invite a representative from FatPirate Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear FatPirate Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons why the player’s account — which had previously been closed due to a gambling problem in accordance with your self-exclusion policy - was reopened? We would also like clarification on how the player was able to deposit and play at your casino, despite your prior confirmation that the account had been permanently closed and could not be reopened in the future.
Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.
Thank you in advance for your cooperation and timely reply.
Best regards,
Kubo
TranslationThey will never answer, they are shameless, without ethics, without morals.
Dear all,
We appreciate your patience.
We would like to inform you that we are working on the request with the highest priority.
Best regards,
FatPirate Team
is since September I repeat since September I have no answer and you dealt with me without any respect of the customer of the person and of the human being.
And just to understand they wrote this sentences and then they gave 7 days more?
TranslationYou should be ashamed of what you have done, shame
Translationyou brought a person to the
suicide and she didn't die alone
why did they save her shame all the time
world it
he will know
TranslationShame so top priority that 4 days have already passed shame you have brought me to try suicide shame
TranslationYou must then explain to me why the response is now the responsibility of Casinoguru and not the casino.
Dear FatPirate Casino,
Another week has passed. Could you please provide an update on your review and share any available details regarding this case?
Thank you.
TranslationIt's embarrassing all this is embarrassing and for you the security is above average
TranslationAnd still no response, among other things in the previous 7 days the response was handled by the guru and not the casino so they already have what they want and then your indecent level doesn't help
TranslationWith the highest priority, I see, eh? In fact, we've been dancing since September.
TranslationDo you realize? And besides, I see that they have no ethics and have no scruples, given the numerous complaints filed against them. We've been involved here since October 14th, and with them for a month before. Shame on you.
TranslationYou should be ashamed, there's less than a day left. You owe me compensation, including moral damages, as I almost died because of you. If you don't, the whole world will know about you. I told you so. And for casino gurus: above-average security? Examine your conscience.
Dear all,
We truly appreciate your patience.
Please note that the relevant department is working on the request with the highest priority.
Best regards,
FatPirate Team
TranslationAre you kidding me? Are we really kidding here, or what? Since September, you've been scamming me and taking advantage of me, and we're in trouble. Shame on you. For the refund, I'll have to provide you with a new account to process it, and I closed that account. Shame on you, dishonest people.
@fat pirate these people can't behave like this and write these messages for convenience and delays. Shame on you.
TranslationSo now we start again with the 7 days of casino guru? And then another 7 days of pirate? Are we going to continue like this? What kind of joke is this?
Patience what patience what when I risked to die because of you. Shame on you and you are doing the same as when I contacted you each time in the chat…so nothing do nothing but the world will know who you are
TranslationThe owner of Fat Pirate is Mondero Enterprises LTD, as per https://sistersites.bet/mondero-enterprises-ltd/ . The site operates illegally in Italy and Europe. The company described above is responsible for this. If no settlement is reached, all of this will be shared.
Dear FatPirate Casino,
It has now been a week, and the update you provided is almost identical to the previous one. Please finalize your statement and share it as soon as possible.
Thank you.
Dear Gigig,
I understand your frustration; however, repeatedly posting in the complaint thread or sending multiple emails will not accelerate the process. In fact, it makes it more difficult to manage effectively. Before we can engage in a productive bilateral discussion regarding your issue, we must first receive a clear position from the other party involved.
Thank you for your understanding.
TranslationThey're doing exactly the same thing they've been doing ever since I contacted them via chat or email. Nothing. They know full well what the situation is, they know full well what they've done and what they're responsible for.
TranslationAnd two weeks have passed since the fat pirate's response, not one... only to receive the totally useless update, but that's their way of doing things.
TranslationAnd still nothing...nothing. This further demonstrates the seriousness, professionalism, and ethics of these people.
TranslationThey are processing with the highest priority…yes, the highest priority
TranslationAnd as I said, you have to refund me on another account, not the one I made the top-ups from, so I will have to give you the IBAN.
TranslationYou caused someone's suicide attempt, and your behavior is unspeakable. You must answer and pay for what you did.
my
IBAN will be provided to you for payment. Any other justification or failure to respond on your part will have consequences for you.
TranslationIf you want a private conciliation you know what my email is
TranslationThere's less than a day left and we all know exactly how this story will end... or rather, it won't end because if they think that by ignoring it nothing will happen, they're very wrong.
TranslationCasino with above-average security haha ...
Dear all,
We appreciate your patience.
After reviewing the player’s case, we would like to clarify the following:
The account was subsequently closed on 06.11.2025, following the player’s explicit request for closure. Once the concerns regarding self-harm were understood, the account was permanently closed and will not be reopened.
We would like to emphasize that we take any mention of self-harm or wellbeing issues extremely seriously.
Kind regards,
Gransino Team
TranslationBut is this a joke or what? Does Casinoguru seem acceptable to you? I mean, these people didn't even answer the questions and the problem from September, do we realize that?
Translation6/11/2025? What the f*** are you talking about?
TranslationI'm writing here about a problem that occurred in September regarding the reopening of an account that had been permanently closed in August. Permanently closed in August, so you wrote to me in September asking if I wanted to reopen it. Closed in August due to gambling problems. Closed again in September after I lost 8,100 euros through your fault. Again due to gambling problems. You truly disgust me. You responded falsely and without even reading or considering what the problem is. I can only hope that the money will be used by your families to pay for chemotherapy for you and your children.
TranslationSo you disgusting sons of bitches then?
TranslationYou closed the account on 17/9 and this is the email that proves it
So you are making a false statement and you must take responsibility for this as well as for what happened.
be very careful about what you do, very careful and I also ask casino guru to be very careful because your reputation is also at stake here.
Therefore Casinoguru, respond to these unethical jackals because this will end very, very badly. I promise that I will gather all the people to whom you have reserved this treatment.
TranslationIt's clear that the person who responded is a result of a sexual relationship between a mother and her son, given that he signed up as Team Gransino. How much longer do I have to be fooled here before you get serious about it? Casinoguru, aren't you also ashamed to read certain responses from these individuals who do whatever they want and make fun of you too? Do you think this bastard responded to your questions for clarification by saying that the account was closed on 6/11? Are you letting yourself be fooled like this? And you think nothing's going on?
I repeat, try to work seriously and demonstrate seriousness because you are making a bad impression.
Hi Gigig,
We understand that you are going through a very difficult time and that you feel deeply upset about what happened. However, the language and expressions you have used in your recent messages are completely unacceptable and violate our community rules.
You were already asked to keep your communication respectful and to avoid insults or hateful language. Despite this, you chose to continue posting highly offensive and abusive comments, including towards other people and their families. This is something we absolutely cannot tolerate on Casino.Guru.
For this reason, we have decided to permanently close your Casino.Guru account. You will no longer be able to use our Complaints Resolution Center or post further comments on our platform.
At the same time, we genuinely wish you all the best in dealing with your gambling problems and your current situation. A gambling problem can be very serious and painful, but it does not justify insulting, threatening, or dehumanizing others. Everyone – including people struggling with addiction – is expected to communicate in a basic, respectful way.
If you feel that gambling is harming you, we strongly recommend using BetBlocker, a free responsible gambling tool that can help you restrict access to thousands of gambling websites and apps on your devices. You can find more information and download it here:
BetBlocker allows you to:
- Install the software on your device(s) free of charge
- Set blocking periods (including long-term or permanent restrictions)
- Prevent access to a very large list of gambling sites, regardless of which operators you use
If you are feeling overwhelmed, desperate, or having thoughts of self-harm, please reach out to a local mental health professional or an emergency helpline in your country as soon as possible. Your wellbeing and safety are far more important than any dispute with a casino.
We will now close this discussion on our side.
Best regards,
Casino.Guru Team
