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