The player from Germany submitted a complaint against FatPirate for improperly handling his account. Despite being permanently blocked due to gambling addiction, he received a promotional email, was able to log in, and generated over €3,000 in revenue, ultimately losing his remaining balance of €250. He emphasized violations of responsible gaming principles and sought assistance in clarifying the situation and potentially recovering his losses. The casino confirmed the account had been permanently closed, no deposits were made after reopening, and the player only used a bonus which was lost. Promotional communications were removed from the player’s contact details, with up to 48 hours allowed for the change to take effect. Due to the player’s lack of response to follow-up inquiries, the complaint was rejected without further action.
FatPirate Casino - Player’s account is closed but allowed login and bonus offers.
Player stopped responding
Amount: €250
FatPirate Casino
Safety Index 7.5 Above averageCase summary
Translation
Dear CasinoGuru Team,
I hereby submit a formal complaint against the provider FatPirate.
I had my player account permanently blocked on December 21, 2024, due to gambling addiction. This block was explicitly confirmed to me by the provider on December 22, 2024.
Despite this active self-exclusion, I received a promotional email with a bonus offer ("Get a €50 bonus") from FatPirate on April 30, 2026. This email tricked me into logging in again.
Logging in was no problem, even though my account was supposed to be permanently blocked. I was then granted bonus credit and could participate in the casino without restrictions.
Over time I have:
- generated over €3,000 in revenue
- reached an account balance of €1,628.60
After fulfilling the wagering requirements, this balance was reduced to €250.00 in real money, which was itself subject to further wagering requirements. I subsequently lost this balance entirely.
I see several serious violations here:
- Disregarding an existing self-exclusion
- Enabling login despite blocking
- Active reactivation through bonus advertising
- Granting bonus offers despite known gambling addiction
In my view, this behavior clearly violates the principles of responsible gaming and the protection of banned players.
I therefore ask you:
- to examine this case
- to request a statement from the supplier
- to assist me in clarifying and potentially reimbursing my losses
All relevant evidence (email history regarding the suspension, confirmation of account closure, bonus email, as well as game history and account balances) is available and can be submitted.
Thank you for your support.
Best regards
Sascha Hermann
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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?
- Have you requested a refund due to failed protection from the casino already? What did the casino reply?
- If there is any subsequent communication originating from the casino regarding the case, please forward it to my email at tomas@casino.guru or post it here.
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
TranslationHello Tomas,
Thank you very much for your message and your support.
I will gladly answer your questions and fully summarize the facts:
1. Access to my account:
At the time of the incident, I still had access to my account despite having self-excluded. Logging in was no problem, even though my account was supposed to be permanently locked.
2. Self-exclusion / Background:
I had my player account permanently blocked on December 21, 2024 due to gambling addiction.
This block was explicitly confirmed to me by the provider on December 22, 2024 ("Your account has now been closed upon your request.").
Corresponding evidence is available.
3. Reactivation through advertising:
Despite this active and confirmed self-exclusion, I received a promotional email with a bonus offer ("Get €50 bonus") on April 30, 2026.
In the following days, I even received several more promotional emails (sometimes daily).
These promotional emails were the deciding factor in why I visited the site again after a long time.
4. Serious violation:
After receiving the promotional email, I was able to:
- to log in without any problems
- to receive a bonus credit
- to participate in gambling without restrictions
This clearly shows that:
- my self-exclusion was not technically implemented
- I was actively reactivated despite my known gambling addiction
- player protection has completely failed
5. Damage incurred:
This resulted in significant gambling activity and losses, which could have been avoided without these circumstances.
6. Contacting the casino / Refund:
I have already contacted the provider and filed a complaint and requested a refund due to the failed player protection.
The casino has so far only confirmed that my account has been closed and that the case is being reviewed internally, but has not offered any concrete statement or solution.
7. Further communication:
As soon as I receive further answers from the supplier, I will of course forward them to you immediately.
In summary, from my point of view this is a clear and serious violation of the principles of responsible gaming, because:
- a confirmed self-exclusion was ignored
- I was actively reactivated through advertising
- I was still granted access despite my gambling addiction
All relevant evidence (self-exclusion, confirmation, promotional emails, game history) is available and can be submitted if required.
Thank you for your support.
Dear ihea1984,
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,
Tomas
Dear ihea1984,
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.
Dear all,
We truly appreciate your patience.
We would like to inform you that the account was permanently closed and email and phone number have been removed from the promotion and advertising list, so player should not receive any further communication from us.
Upon further review of the account, no deposits were made after it was reopened. The player only received a free bonus. While they successfully completed the wagering requirements for this bonus, they subsequently played the balance down to zero.
We trust that this information will assist in clarifying the matter for you.
Best regards,
FatPirate Team
Dear FatPirate Casino,
Could you please forward me the evidence showing the player’s deposit history, as well as any evidence confirming that they only claimed the free deposit bonus after their account was reopened?
You can send me an email igor.p@casino.guru. Thank you!
TranslationI'm receiving more ads even though my account is blocked due to gambling addiction.
Dear Igor,
Thank you for the patience.
We would like to inform you that we have contacted you via email. Please check it when possible.
Best regards,
FatPirate Team
Dear FatPirate Casino,
Thank you very much for your email.
Additionally, it appears that the player is still receiving promotional offers from your casino. Please check the screenshot above.
Could you please assist the player with this issue? Thank you very much in advance.
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.
Dear all,
Thank you for the patience.
Kindly note that you have now been removed from our marketing list, so you should no longer receive promotions via SMS, Email and Phone.
Please allow up to 48 hours for the action to take effect and remember to keep an eye out on our Promotions page for special offers and bonuses.
Best regards,
FatPirate Team
Dear ihea1984,
According to the casino, you have been removed from all promotional communications.
Please allow up to two days for this change to take effect. If you receive any further promotional offers after next two days, please let us know and provide a screenshot.
Additionally, please let us know whether you consider this issue to be resolved.
Dear ihea1984,
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,
Igor
Casino.Guru
