The player from Germany submits 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 emphasizes violations of responsible gaming principles and seeks assistance in clarifying the situation and potentially recovering his losses.
FatPirate Casino - Player’s account is closed but allowed login and bonus offers.
Opened
Current status
Waiting for player to reply
5d 18h 5m 10s
FatPirate Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
3 days ago
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
Automatic translation:
Public
Public
yesterday
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.
Public
Public
yesterday
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
