FatPirate Casino - Player's self-excluded account has been reopened.

I am lodging an official complaint against FatPirate Casino due to a severe and systemic breach of Responsible Gambling standards, deliberate failure to execute my self-exclusion requests, and predatory exploitation of my vulnerability as an addicted player. I demand a full refund of all deposits made from February 20, 2026, until today, totaling €17,000.

I possess full email logs and screenshot evidence confirming the following timeline of events:

February 16, 2026: I officially declared a gambling problem and requested an immediate block on my account.

February 20, 2026: My assigned VIP Manager (Jonz) confirmed in writing that my account was officially closed.

March 4, 2026: fatpirate support team explicitly stated in writing that the account had been "officially closed" since February 26. Despite these formal assurances from multiple departments, my account in reality remained fully active, and your system continued to process my deposits.

May – June 2026: I sent multiple desperate requests via email to block my account due to severe gambling addiction issues. All of them were completely ignored.

June 26, 2026: VIP Manager Arthur actively tried to bypass my self-exclusion request, offering "personalized options" instead of executing the mandatory block.

June 27, 2026: I explicitly stated to Arthur: "I lost a lot of money and I don’t want to play anymore... I just want to stop losing my money, I need to go to therapist."

June 30, 2026: After your team completely failed to block my account following my medical therapy declaration, I sent yet another urgent plea to block it immediately.

July 3, 2026: Your VIP Manager Zack committed the ultimate breach of responsible gaming regulations. Fully knowing that I had declared a severe gambling addiction requiring a therapist, he attempted to bribe me into keeping the account open by offering an "Exclusive €100 cash bonus" to "give us another shot".

July 4 – July 5, 2026: I officially and repeatedly rejected all your bonus offers, stating clearly that I do not want any bonuses, and demanded my account to be blocked immediately.

Summary of Breaches:

Fatpirate platform systemically used multiple VIP managers (Jonz, Zack, Arthur) to predatorily exploit a vulnerable, self-excluded player.

Fatpirate actively used financial incentives (bonuses) to induce further gambling from an addicted player who had openly requested medical help.

I kindly ask the CasinoGuru team to mediate this case and help me recover the €17,000 deposited as a direct result of the casino's severe regulatory non-compliance and total failure to protect a vulnerable player.

i have all screenshots from conversation with fatpirate, but I can’t upload all photos.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

• Could you please forward me the uncropped, original communication between you and the casino customer support regarding your account closure requests at veronika.f@casino.guru? Kindly include the entire messages, not just screenshots. Please include all the messages where you explicitly mentioned gambling-related problems as well.

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

Hi,

I have forwarded the messages from FatPirate. I hope I didn't miss any of them.

Could you please check your inbox?

RegardsHi,

I have forwarded the messages from FatPirate. I hope I didn't miss any of them.

Could you please check your inbox?

Regards,

XXX

Thank you for your emails.

I have reviewed all the evidence you provided. Based on the information available, it appears that in February, you did not mention gambling-related harm as the reason for requesting the closure of your account. Without confirmation that the casino was aware of your gambling addiction and excluded your account on that basis, we cannot hold the casino responsible for failing to apply responsible gambling measures. Based on the available conversations, it appears that your account was closed as a standard account closure rather than through self-exclusion.

In the emails from June and July, you mentioned that you needed a therapist on 27 June. Furthermore, on 7 July and 8 July, you explicitly stated that you had a gambling problem.

• How many deposits have you made since 27 June, and what were their amounts?

What is the current status of your account? Has the casino closed it in the meantime? If so, please specify the date on which the account was closed.

Thank you for your help with my case. Here are the exact details, dates, and arguments regarding my situation with the casino, which clearly show they ignored my problem gambling signals.

Here is the timeline of events:

December 2025: I sent my very first email to the casino requesting to close my account. I did not provide a specific reason at that time. They completely ignored it and never replied.

February 16, 2026: I explicitly wrote to them: "I play too much". In my opinion, this statement alone is more than enough justification. For any licensed casino, declaring "I play too much" is a clear, undeniable signal that a player needs help and protection. They should have acted immediately under responsible gambling rules.

From June 27, 2026, onwards: Since they failed to block my account despite my warnings, I ended up depositing a total of €1,530.

After I wrote to them dozens of times, they finally replied, but only offered me a temporary break.

I replied immediately, stating clearly that I wanted to permanently block my account. To this day, I have received no response, and my account remains unblocked.

The main argument here is that the casino breached its responsible gambling obligations. Writing "I play too much" on February 16th was a clear cry for help.

Dear asdfghjkl123

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, Martin (martin.l@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.

Kind regards,

Veronika

Hello asdfghjkl123,

I am sorry to hear about the difficulties you have experienced. My name is Martin, and I will be taking care of your complaint from now on.

As a first step, I would like to ask you to send the casino one more email explicitly requesting permanent self-exclusion due to your gambling problem. Additionally, could you please provide me with all communication from February, including the casino’s responses? You can forward it to martin.l@casino.guru.

I would now like to invite the FatPirate Casino representative to join the discussion.

Dear Casino Representative,

We have reviewed the correspondence provided by the player and would like to invite you to address this case.

On 27 June, the player expressly stated that she had lost a significant amount of money, wanted to stop losing, and needed to see a therapist. Nevertheless, her account apparently remained accessible, and she was subsequently offered a €100 cash bonus or a seven-day timeout instead of permanent closure. Please confirm the current status of the account and explain why permanent self-exclusion was not applied following this disclosure.

Could you also provide us with records documenting any account closures, restrictions, or reopenings? Additionally, please provide the player’s complete transaction history, including deposits, withdrawals, bonuses, and remaining balances.

The requested records may be provided privately to martin.l@casino.guru.

Hi,

ibe sent you my emails with fatpirate casino.

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.

Dear asdfghjkl123,

I am sorry to confirm that, since we haven’t received any response from FatPirate Casino regarding the issue, we cannot continue with the complaint resolution process or verify the disputed amount. We are therefore forced to close the complaint as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties—the player, the casino, and the mediator—need to communicate closely. Unfortunately, this has not been the case, and we were left alone in our attempt to resolve the issue.

Sadly, I couldn’t be of more help, but please bear in mind that closing this complaint as unresolved will negatively influence the casino’s rating, and other players will be able to read about your experience in our review.

The casino can reopen this complaint at any time should it decide to cooperate.

Given the circumstances you described, you may also find our Global Self-Exclusion Initiative and the BetBlocker website helpful. BetBlocker is a free tool provided by a UK-registered charity. It can anonymously block access to thousands of gambling websites across multiple devices, either completely or during selected vulnerable periods. Setup is quick, it supports multiple languages, and it works quietly in the background. Please note that it may also block gambling-information websites, including Casino Guru. If you still need access to our resources, leave the Casino Guru blocking option unchecked during setup.

Kind regards,

Martin