The player from Germany filed a complaint against FatPirate Casino for failing to close his account despite his explicit requests for self-exclusion due to gambling addiction. After he deposited €571 following his request, the casino eventually closed his account but then ignored his demand for a refund of the deposits made after his self-exclusion. We tried to obtain the casino’s response and requested supporting evidence, but FatPirate Casino did not cooperate. As a result, the complaint was closed as unresolved because no further progress could be made without the casino’s participation.
FatPirate Casino - Player's account was not closed after a self-exclusion request.
Unresolved
Our verdict
No reaction policy
Black points: 150
Amount: €571
FatPirate Casino
Safety Index 4.9 LowCase summary
Discussion
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1 month ago
Translation
Dear Casino.guru Team,
I hereby file a complaint against FatPirate Casino, as the casino has massively violated the guidelines for player protection (Responsible Gaming).
On April 28, 2025, I contacted the casino's support team via email and explicitly requested that my account be closed. I clearly stated that I suffer from a severe gambling addiction and can no longer afford to gamble. On May 2, 2025, I confirmed this request again unequivocally in response to a query from the casino ("Close my account please").
Despite my clear disclosure of my gambling addiction, my account was not blocked. Due to this serious oversight and the disregard for basic player protection measures, I was able to deposit a further €571 after my explicit request for self-exclusion.
On September 18th, I formally contacted the casino and requested a refund of €571, as these deposits resulted from the failed account suspension. The casino subsequently closed my account and informed me that my complaint had been forwarded to the relevant department. However, my request has since been ignored, and a deadline I set for clarification has now passed without result.
I demand a refund of the unlawfully authorized deposits amounting to €571, as the casino knowingly ignored my timely and unambiguous self-exclusion request due to gambling addiction.
I am uploading screenshots of my emails from April 28th and May 2nd, 2025 as evidence.
Thank you very much for your support.
Sincerely,
Torsten M.
Edited by a Casino Guru admin
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1 month ago
Important notice:
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Stay safe.
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1 month ago
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.
- Could you please specify the exact dates and amounts of the deposits you made after your initial self-exclusion request?
- When exactly was your account closed? Was it on 18 September 2026 or 18 September 2025?
- Did you submit any additional self-exclusion requests after you found that your account remained open in May 2025? If so, please forward these requests, along with any responses you received from the casino, to veronika.f@casino.guru.
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
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1 month ago
TranslationHello Veronika,
Thank you for your feedback. I will gladly answer your questions about my case:
Regarding the deposits: After my explicit request for self-exclusion (last confirmation on May 2, 2025), I deposited a total of €571.
Regarding the account closure: My account was only closed on September 18, 2026. On that day, I contacted the casino to complain about the lack of closure and to request my money back.
Regarding further requests: I requested a self-exclusion due to gambling addiction on April 28, 2025, and confirmed this again on May 2, 2025, in response to an inquiry from the casino. After that, I did not submit any further self-exclusion requests until my complaint on September 18, 2026, at which point the account was finally closed.
Important update on the case:
FatPirate Casino contacted me by email on Tuesday, September 29, 2026. They apparently admitted their mistake and offered me a refund of €540 (my net loss) as a "goodwill gesture." I accepted this offer the same day and provided my bank details for the transfer.
However, the money has still not arrived in my checking account.
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4 weeks ago
Thank you for your response. Could you please clarify the following?
- Did you receive any confirmation from the casino in May 2025 that your account had been closed? If so, please forward it to me at veronika.f@casino.guru.
- When did you first realize that your account was still open despite your closure request?
- Could you please specify the dates and individual amounts of the deposits making up the €571 you are requesting to be refunded?
- Also, please forward me the casino’s original email offering the €540 refund, together with your acceptance and any subsequent correspondence, preferably as .eml or .msg files, to veronika.f@casino.guru. Please include complaint number 232790 in the email subject.
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4 weeks ago
TranslationHello Veronika,
Thank you for your message. I will gladly answer your questions about my case:
Confirmation in May 2025: No, I did not receive final confirmation of the closure in May 2025. After I explicitly confirmed my self-exclusion due to gambling addiction again on May 2nd, 2025, at the casino's request, the account was simply left open.
Account still active: I only noticed in September 2026 (shortly before my complaint on September 18th) that the account was still active when I tried to log in as a test and this worked without any problems.
Deposits (€571): Since my FatPirate account has now been completely blocked, I unfortunately no longer have access to the cashier section to view the exact details of the individual deposits. I know that the total amount is €571. As part of this complaint, could you please request that the casino disclose my official transaction history from May 2, 2025 onwards?
Email forwarding: I have just sent you the casino's email with the €540 offer, my confirmation of it, and my follow-up inquiry from October 6th separately to your email address ( veronika.f@casino.guru ) forwarded.
Quick update: The €540 still hasn't arrived in my bank account as of today (October 8th). FatPirate has also not responded to my request for a transfer receipt (ARN) from October 6th. Please help me maintain the pressure and keep the case open until the money is in my bank account.
Best regards,
Torsten M.
Edited by a Casino Guru admin
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4 weeks ago
TranslationHello Veronika,
Unfortunately, my email is not being received. veronika.f@casino.guru returned as undeliverable (error message from the server).
Therefore, I am uploading the requested evidence (the offer of €540, my acceptance, and my current inquiry with the casino) directly here as screenshots.
Best regards,
Torsten M.
Edited by a Casino Guru admin
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3 weeks ago
Dear Tottimar,
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.
Best regards,
Veronika
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3 weeks ago
Dear Tottimar,
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.
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2 weeks ago
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.
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1 week ago
Dear Tottimar,
I have repeatedly tried to contact FatPirate Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now close the complaint as unresolved.
I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.
I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.
The casino operates without a valid licence and does not refer to any ADR service. Therefore, there is no additional gaming authority to turn to.
I am sorry we could not be of more help on this occasion.
Best Regards,
Igor
