FatPirate Casino - Player’s account verification is delayed.

Το καζίνο καθυστερεί πάρα πολύ και χωρίς λόγο την επαλήθευση του λογαριασμού μου και εκκρεμούν δύο αναλήψεις μια 190€ και άλλη μία 200 ευρώ σε σκριλλ, έχω στείλει όλα τα έγγραφα που μου ζήτησαν

Dear tomylougs,

Thank you for submitting your complaint. I’m sorry to hear about the issue you’re facing.

Please understand that KYC (Know Your Customer) verification is an essential process that ensures withdrawals are sent to the rightful account owner. Since online casinos cannot physically verify players and their identification documents, this process is crucial for security and compliance with regulations. All serious and licensed casinos take KYC seriously, and verification may take a few working days to complete.

To better understand your situation, could you please clarify the following?

• Which documents have you already submitted?
• When did you send the last document?
• Have all required documents been provided in the correct format and without delays?

I hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your response.

Best regards,

Veronika

Έχουν υποβληθεί όλα τα έγγραφα στη σωστή μορφή, ταυτότητα, λογαριασμός κοινής ωφέλειας, ηλεκτρονικό πορτοφόλι όλα έχουν εγκριθεί και μου ζητάνε ξανά και ξανά το ιστορικό της κάρτας μου για συγκεκριμένο χρονικό διάστημα και το έχω στείλει εδώ και μία βδομάδα, στα μέιλ δεν απαντάνε, νομίζω χρονοτριβουν επίτηδες,δεν υπάρχει άλλη εξήγηση, παρακαλώ για την βοήθεια σας, ότι έγγραφο χρειάζεστε να το στείλω και σε εσάς να τα δείτε, ευχαριστώ.

Am I correct in understanding that the only document causing issues with the verification of your account is a statement from your bank? If so, does this statement include all the necessary information for verification, such as your personal details and the transaction information regarding the deposits made into the casino within the specified timeframe?

Could you also please clarify the exact timeframe for which the casino is requesting the statement?

Additionally, could you kindly send a screenshot of the deposit history from your casino profile for the dates in question?

Thank you for your cooperation.

Το καζίνο ζητάει κάθε φορά και διαφορετικό διάστημα στην κίνηση της κάρτας μου και δεν καταλαβαίνω για ποίο λόγο συμβαίνει αυτό,τους έχω στείλει πάνω από 6 pdf με διαφορετικές ημερομηνίες και μου ζητάνε έπειτα ένα άλλο διάστημα άσχετο για να με καθυστερούν .

Please forward me the emails between you and the casino customer support regarding these verification requests at veronika.f@casino.guru. Kindly include the documents you sent to the casino as well. Thank you for your cooperation.

Σας στέλνω ένα από τα διαστήματα

Thank you very much, tomylougs, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear tomylougs,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite FatPirate Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear tomylougs,

We would kindly request to provide us the document requested via email as soon as possible in order to complete your account verification and proceed with the pending withdrawal.

Thank you in advance.

Kind Regards,

FatPirate Casino Team

Σας το έχω στείλει και έχω στείλει και το μέιλ σας με την απάντηση μου στο μέιλ της κ.Μαρτινας, παρακαλώ για την άμεση επαλήθευση μου.

Thank you tomylougs, I received your email.

So it´s being processed, and we will wait for FatPirate Casino´s response.

Thank you everyone for cooperating!

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.

Δυστυχώς ούτε σε εσάς δεν απαντούν,το καζίνο αυτό είναι για μηδέν βαθμολογία, ντροπή τους

Dear tomylougs, you are right! I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime. I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett

We’ve reopened this complaint at the request of the player. Tomylougs reached out to inform us that, after a lengthy process and submitting the necessary documents, his account was successfully verified and the withdrawal was completed. We appreciate his fairness in acknowledging the resolution.

Tomylougs , if you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

We want to thank both parties for cooperation.