FatPirate Casino - Player's account is causing anxiety due to lack of communication.

on the 29/11/25 I played 40 hots spins with an £18 bonus fat pirate face me my real balance was £487 when I came out of the game I tried to withdraw it and it wouldn't let me when I went back onto the game I seen my real balance was fluctuating but I wasn't playing any games I contacted customer services who said I'd utilised it I explained I never and I wasn't playing on any game when I was trying to withdraw the funds I also won free spins which disappeared too I have contacted customer services numerous times and they not replying back I've also emailed and whatsapped my VIP manager as we get allocated one as I'm on level four who suppose to be there for you 24/7 who is still yet to reply to my concerns I've spoken to live chat several times who say I have to email them which I explained I have done and nobody is replying several times they've said it was escalated to urgent three times I've asked for my account to be closed due to lack of communication and yet again no response from anybody this last few weeks has given me anxiety and they no if my account is still open I'll still play like the £500 I put in this week i find it absolutely disgusting they way I've been treat just blantley ignored yet I'm a loyal customer who has put a lot of money into this company

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Tparko, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with FatPirate Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Could you please share your account closure request with me? My email is [email protected].

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

Best regards, 

Katarina

hi Katrina I don't have to verify my account they said my bank card is sufficient I have done withdrawal before and yes I'd like my account to be closed down as of today my account is still open and I've asked three times for my account to be closed they've said I utilised my winnings which I can honestly say I never I tried to withdraw my money and it wouldn't let me I was on no games yet my balance was going up and down in money to eventually zero

they no for a fact of it doesn't get closed I will spend money on it like I put £500 in last week I must have put thousands in and won very little my VIP manager apologised through email yesterday and put a £50 bonus into my account with a wager I never won like but still no reply to close my account and no response when I told them I never utilised my winnings I only ever play on the pots of gold game I only played on 40 hot spins because it was a £18 bonus the amount of emails WhatsApps live chats and nobody is replsponding to me

also harry my VIP manager sent an email last week saying he would put £30 in my account towards my weekly cashback which should of been today baring in mind I put around £500 in last week and when I spoke and sent the proof to live chat all's I got was sorry it's ended

I've sent another email yesterday to close do n my account and as of today it's still open

four times now I've request d for my account to be closed and it's still open all the while I'm still putting money into the account I find it absolutely disgusting that they blantley ignoring my requests I must have around 30 emails and email hatsapps what have been ignored

Dear Tparko,

thank you for your replies.

Have you forwarded your account closure requests to my email, please? I was not able to locate them. Kindly resend them at your convenience.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Tparko,

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 have emailed Katrina last week

Dear Tparko,

Thank you for your reply and email, and for your patience.

Could you please clarify whether there is any reason, other than the one mentioned above, for your request to close your casino account?

I would also like to ask—purely out of concern—whether gambling has been feeling challenging for you, or if you feel you may be developing difficulties related to gambling. This question is asked solely with your well-being in mind.

Looking forward to your reply,

Katarina

Dear Tparko,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru