FatPirate Casino - Player’s account was reopened after permanent closure.

Hi, i close my account permanent in september 2025, i wrote to them that i want to close i permanent and its not allowed to open it again, i ask in oktober if they could open it again and they open it after a few days and i lost around 30.000kr nok, but i mean how can they open it so fast again if it was permanent closed, this is not fair and security for a player, i contact them after and explain and ask for a refund but they responding very slowly, i dont really know what to do know but i have proof of two emails i send there i wrote i want to close it permanent and its not allowed to reopen again

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.

Dear Mavrick_76,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

there is a big difference between can you close my account or can you close my account permanently and it is not allowed to open it again, HI veronika, i try to send my mails to your emailadress but it doesnt work, could you send me something to my mail and i will reply thank you!

Hi, i have send you the mails now

Thank you for your emails. I have reviewed your conversations with the casino customer support, and unfortunately, you did not mention gambling addiction or gambling-related problems as the reason for closing your account.

Please note that we are only able to request a refund in cases where players explicitly state that they are struggling with gambling addiction and request permanent account closure. Without a clearly stated reason, the casino is allowed to reopen your account at any time.

If you want to ensure that your account remains closed permanently, it is important to explicitly state that you are experiencing gambling-related problems.

Could you please confirm whether you mentioned this reason in any of your closure requests?

Unfortunately, I can't agree with you, if I write that they will close the account permanently and it is not allowed to open it again, it means that it is closed permanently, I have tried talking to them myself but it is not possible to have a normal conversation with them, they just send out a lot of automatic emails, as I said, I have experienced this at another casino before and then I was right, a permanently closed account should not be able to be opened again, if it was temporarily closed, that is a different matter but not permanently closed

I understand your point of view. However, when you request a permanent closure of your account without specifying any particular reason, the casino does not follow the same procedures as it would for a self-exclusion due to gambling addiction. A simple account closure means that if you later contact support and ask for your account to be reopened, the casino may reopen it without any issues.

If you had stated that you were struggling with gambling addiction and later asked for the account to be reopened after it had been permanently closed for that reason, the casino should not allow you to reopen it under any circumstances. This is why it is important to always specify the reason when closing your account.

Is your account currently closed, or are you still able to access it? If it is closed, please specify the exact date when the casino closed it.

But I closed my account permanently at another casino and I wrote exactly the same thing and it was completely impossible to open it again, how do you explain that? There can hardly be different rules for different casinos and they still have a license or, anyway, this casino fatpirate continues to bombard me with text messages and emails about bonuses and cashback, most recently today I received text messages and emails about this, it is very unpleasant when this has happened now, I try to reach them via email but get no answers, have tried logging into the account but it says that it is under investigation, I think it is completely acceptable and want an explanation from the casino and of course I want a refund, I wrote clearly and clearly in my emails that it is not allowed to open my account again

Thank you for your message. I understand why this situation feels inconsistent, especially if you had a different experience with another casino.

However, each casino may handle account closures differently unless the closure is explicitly requested due to gambling addiction. A "permanent account closure" without mentioning gambling-related problems does not activate the same responsible gambling restrictions as a self-exclusion. That is why the casino was able to reopen your account after you asked for it, even if the word "permanent" was used.

Has the casino explained why your account is currently "under investigation"?

Have you specified gambling addiction in any of your subsequent communication with FatPirate support?

When was the last time you contacted the casino customer support?

It doesn't seem like you can help, you reply once a week but you write the same things all the time, as I said there is a big difference between temporary closure and permanent closure, it is impossible to talk to them because I get no answers, I find it completely unacceptable and of course I still want a refund, but I guess you haven't talked to them either

Due to the reasons I mentioned in my previous replies, we are unfortunately unable to assist you with your refund request. However, we can make sure that your account will be closed permanently due to gambling addiction. This should prevent it from being reopened in the future.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings FatPirate Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to FatPirate Casino, add my email address to the CC (veronika.f@casino.guru) and keep me informed about any further developments. Thank you in advance. 

Dear Mavrick_76,

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.

But you say you cant help me and i feel its really strange rules, you can Google what permanent means, i mean those casinos can do what they want or? Its really not acceptable, if i wrote its not allowed to open it again if its permanent closed, its more then enough for me, also they still havent answer me yet

I can't help you with the refund of your lost deposits. However, we can assist you with the proper permanent closure of your account due to gambling-related problems. Have you sent the self-exclusion request to the casino using the template I provided you two weeks ago?

Dear Mavrick_76,

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,
Veronika
Casino.Guru