The player from Portugal had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had communicated that withdrawals might take time to process, especially if KYC verification was incomplete or if there was a high volume of requests. Due to a lack of response from the player, the complaint had been closed, but the option to reopen it remained available should the player choose to resume communication.
FatPirate Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €36,000
FatPirate Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
I made a deposit and played at the Fat Pirate casino, I played several games, and in the Sweet Bonanza 1000 game I got 36 thousand euros and I immediately took a screenshot, but in the real balance only 8 € appeared.
I checked the bets and the winnings didn't show up, but I have a screenshot of the winnings.
The records disappeared from the gaming platform, I tried to contact support and the manager and nothing happened, the manager was sorry and told me she believed me because she had a screenshot but the casino denied the winnings.
Automatic translation:
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9 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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9 months ago
Dear player, could you please forward any relevant communication along with your game history in Excel format to dominika.l@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
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9 months ago
Dear player,
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.
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8 months ago
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,
Dominika
Casino.Guru
