FatPirate Casino - Player's account is under review.

Salve, io da qualche giorno ho un problema con questo casino, FatPirate.

• Il 2 Ottobre ho fatto una bella vincita alle slot (ho pure salvato il replay: https://www.pplink.social/N9abuohpVr ) senza usare nessun bonus, solo il mio saldo reale. Nei giorni successivi ho rigiocato parte della mia vincita, ma sono comunque rimasto con un saldo superiore ai 500 euro.
• Il 6 Ottobre, di punto in bianco, non posso più accedere al mio conto, ogni volta che ci provo riscontro l'errore "Your account is under review".
• Ho provato a contattare il casino via chat per chiedere spiegazioni ma mi hanno detto che loro non possono far nulla e che devo contattare il dipartimento competente via email se voglio risolvere qualcosa. Ho contattato il supporto alla mail support@fatpirate.com una volta il 6 Ottobre e poi di nuovo il 7 Ottobre, ma non ho ancora ricevuto nessuna risposta.

Dato che non posso accedere a controllare il saldo, non mi ricordo la cifra esatta dei soldi nel mio conto, ma a memoria sono circa 550€.

Vorrei che il mio account venga riaperto o che quantomeno FatPirate mi lasci prelevare i soldi dato che ho vinto giocando regolarmente sulle loro slot.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

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 you a few questions to clarify your situation.

• Have you submitted any withdrawal requests before the casino suspended your account?
• Have you submitted any identity documents to the casino for verification before your account was suspended?
• Have you made any successful withdrawals from this casino before?
• Have you played only one slot game, or several different slot games shortly before your account was blocked?

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

Ciao, rispondo volentieri alle tue domande:

• Non ho inviato nessuna richiesta di prelievo, volevo richiederlo il 6 ma mi è stato sospeso l'account prima che ne avessi l'occasione;
• Non ho presentato documenti dato che nella sezione "verifica" del casino c'era scritto che non era necessario inviarli;
• Non ho mai effettuato prelievi sul casino FatPirate prima;
• Ho giocato a diverse slot machine prima che il mio account venisse sospeso.

E' passato un po' di tempo ma non ho ancora ricevuto chiarimenti da parte del casinò e sto ancora aspettando di poter prelevare i miei soldi, ci sono novità?

Thank you for your reply. I can only imagine how frustrating it must be to have your account suspended without any explanation.

Before we proceed with the case, could you please forward me all the communication between you and the casino regarding this issue? Please include screenshots, chat transcripts, or emails you exchanged with customer support after your account was suspended. My email address is veronika.f@casino.guru.

Ho contattato il casino via chat quasi 10 giorni fa, ma non ho la trascrizione della chat e non so come reperirla a questo punto. Mi hanno semplicemente detto che il mio conto era sospeso e che per saperne di più dovevo contattarli via email all'indirizzo support@fatpirate.com

Sebbene io li abbia contattati via email 2 volte in 2 giorni diversi chiedendo spiegazioni sul perché mi hanno sospeso il conto - prima in italiano, poi in inglese - non ho ricevuto risposta (solo il messaggio automatico che mi conferma che hanno ricevuto la richiesta, ma mai una risposta da parte loro).

Tra l'altro, nonostante il conto sia sospeso e non rispondono alle mie richieste, continuano ad arrivare email promozionali, il che rende la cosa ancora più frustrante.

Se avete altre richieste o suggerimenti resto a disposizione.

Thank you very much, Spaffle, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear FatPirate Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Dear Player,

Please provide us with the following information so we can pay your active balance:

• Full Name (please include all names including middle names)

• E-mail

• Bank Account’s Owner name

• IBAN/Account no.

• Bank Name

• Bank location (Country)

• SWIFT/BIC We are waiting for your details

Best regards,

FatPirate

Ho fornito i dati richiesti circa 6 giorni fa ma sto ancora aspettando il pagamento da parte di FatPirate Casino.

Dear Kevin,

Thank you for sending us your details.

We have just forwarded them to the relevant department. We will contact you as soon as possible.

Kind Regards,

FatPirate

Hello Spaffle,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Il prelievo è stato finalmente pagato in data odierna, quindi il problema è stato risolto.

Grazie a Casino Guru per avermi aiutato e a FatPirate Casino per aver pagato le mie vincite.

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

Dear Spaffle,

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,

Pavel