The player from Germany attempted to withdraw €22,360 from FatPirate, but no withdrawals had been processed in 14 days. After being downgraded from VIP level 3 to level 1, he was unable to meet the monthly withdrawal limits set by the casino. The Complaints Team contacted the casino on his behalf, and after several updates regarding pending withdrawals and cancellations, the player eventually received all his outstanding payments. The issue was resolved, and the complaint was marked as 'resolved' in the system.
FatPirate Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €22,360
FatPirate Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
7 months ago
Translation
Hello, I won at FatPirate and currently have €22,360 in credit that I'm trying to cash out.
Not a single withdrawal has been processed in 14 days, so I decided to open this complaint. When I won, my VIP level was 3, and three withdrawals of €800 each were processed. I was then downgraded to VIP level 1. Since then, no further withdrawals have been processed.
FatPirate's terms and conditions state that I can withdraw €7,000 per month with my VIP level. Unfortunately, I'll never be able to reach this limit because FatPirate processes withdrawals so slowly. Please help me ensure that the casino adheres to its own terms and conditions and pays out according to the monthly limits.
Automatic translation:
Public
Public
7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing. To better understand your situation and assist you as effectively as possible, I’d like to ask you a few clarifying questions:
- Am I correct in understanding that you previously managed to withdraw €2,400 successfully from this casino?
- How many withdrawal requests are currently pending in your account, and what are the respective amounts?
- When was the last time you were in contact with the casino? Have they provided any explanation for the delay in processing your payments?
- Have you completed the full KYC verification, or at least submitted any identity documents for the process?
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
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.
Public
Public
7 months ago
TranslationHello Veronika.
Yes, I received €2,400 previously. However, that was three weeks ago.
I currently have two €500 and one €800 withdrawals pending for over two weeks without any response from the casino. I sent an email to FatPirate on July 9th, asking when the withdrawals would finally be processed. I never received a response.
Verification hasn't been requested yet. I think the reason for this is that I'm already verified at other casinos in this group.
I hope you can help me get my payouts according to the terms and conditions.
Automatic translation:
Public
Public
7 months ago
TranslationUnfortunately, everything is still unchanged and I have not received any further payment
Automatic translation:
Public
Public
7 months ago
TranslationNot a single payout has been processed since July 12. That's been three weeks now...
Automatic translation:
Public
Public
7 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
7 months ago
Dear Maruschka,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite FatPirate Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
7 months ago
Dear Maruschka,
Thank you for reaching out to us.
Regarding your VIP level, we would like to kindly draw your attention to the following article from our Terms and Conditions that you accepted upon your registration:
6.12 <...>
The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.
<...>
As for your withdrawals, the appropriate department has been notified and is actively addressing the matter.
Moreover, we would like to assure you that we will notify you promptly once there is an update.
Thank you for your patience and understanding.
Kind regards,
FatPirate Casino Team
Public
Public
7 months ago
TranslationHello FatPirate.
The terms and conditions on the website that I accepted upon registration also state that I can withdraw €500 per day and €7,000 per month at the lowest VIP level.
You only paid me €2,400 last month, and at that time I was VIP Level 3 with a monthly limit of €12,000. And now I've been waiting for three weeks without any further payouts. I hope you also adhere to the terms and conditions you specify and pay me the €7,000 I'm entitled to in August, September, and October.
Thank you in advance
Edited
Automatic translation:
Public
Public
7 months ago
TranslationInstead of sending me emails with cashback offers and trying to get me to play again, I would be happy if FatPirate would just finally process my withdrawals.
Automatic translation:
Public
Public
7 months ago
Dear Maruschka,
We are pleased to inform you that your withdrawal request of 1500 EUR has been successfully completed.
Kind Regards,
Fat Pirate Casino Team
Public
Public
7 months ago
TranslationHello. I have requested new withdrawals
Automatic translation:
Public
Public
7 months ago
Dear Maruschka,
what is the current pending balance? Have you received any of the funds from the casino?
Public
Public
7 months ago
TranslationHello. My balance is €19,060, and €1,500 is still being paid out.
Automatic translation:
Public
Public
7 months ago
Dear all,
We would like to update you regarding the case. 1000 EUR withdrawal has been completed since your last message while 500 EUR has been cancelled by provider.
Thank you in advance.
FatPirate Casino Team
Public
Public
6 months ago
TranslationHello, yes, a €500 withdrawal was canceled on August 12th without explanation. I have to wait another day before I can request it again.
Now there are three payouts of €500 each pending.
Automatic translation:
Public
Public
6 months ago
TranslationHello, unfortunately no further payouts have been processed yet.
In the 18 days of this month, only €2,800 has been paid out so far. I'm curious to see if we'll reach the monthly limit this month.
Automatic translation:
Public
Public
6 months ago
TranslationHello, no further withdrawals have been processed yet. Instead, FatPirate sends me emails with cashback offers, which are intended to entice me to continue playing instead of finally processing the withdrawals.
I've received €2,800 in the last 21 days of this month. I don't expect to reach the €7,000 monthly limit I'm entitled to unless FatPirate slows down. Frankly, I find it very unfair.
Automatic translation:
Public
Public
6 months ago
Dear all,
I hope you are well.
We would like to inform you that 500 EUR withdrawal has been completed today.
We will notify you when we have further updates.
Best regards,
FatPirate Casino Team,
Public
Public
6 months ago
TranslationHello, €500 was paid yesterday and €500 today. I have already requested new withdrawals.
Automatic translation:
Public
Public
6 months ago
Dear Maruschka,
thank you for the update. Please keep us updated of any new development.
Public
Public
6 months ago
TranslationHello, two more withdrawals were processed but again one withdrawal was canceled without giving any reason.
I calculated that FatPirate paid €5,300 in August.
I still have €17,000 in credit.
Automatic translation:
Public
Public
6 months ago
Dear Maruschka,
thank you for the update. Please keep us updated of any new development.
Public
Public
6 months ago
Dear Maruschka,
thank you for the update. Please keep us updated when you receive more funds.
Public
Public
5 months ago
Dear Maruschka,
thank you for the update. Please keep us informed when you receive more funds.
Public
Public
5 months ago
Dear Maruschka,
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.
Public
Public
5 months ago
Dear Maruschka,
thank you for the update, please keep us informed of any new development.
Public
Public
5 months ago
Dear Maruschka,
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.
Public
Public
5 months ago
TranslationHello Jana, there are still €10,000 outstanding and I have requested new payouts.
Automatic translation:
Public
Public
5 months ago
Dear Maruschka,
thank you for the update. Please keep us informed when you receive more funds.
Public
Public
5 months ago
TranslationHello, I still have €8,500 outstanding. However, I haven't received a payout for 7 days.
Automatic translation:
Public
Public
5 months ago
Dear Maruschka,
thank you for the update. Please keep us informed of any new development.
Public
Public
4 months ago
TranslationHello, I still have €5,500 outstanding and I have requested new withdrawals.
Automatic translation:
Public
Public
4 months ago
Dear Maruschka,
thank you for the update. Please keep us informed of any new development.
Public
Public
4 months ago
Dear Maruschka,
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.
Public
Public
4 months ago
TranslationHello, there is still €4,000 outstanding.
Automatic translation:
Public
Public
4 months ago
Dear Maruschka,
thank you for the update. Please keep us informed when you receive more funds.
Public
Public
4 months ago
Dear Maruschka,
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.
Public
Public
4 months ago
TranslationHello, there is still €2500 outstanding.
Automatic translation:
Public
Public
4 months ago
Dear Maruschka,
thank you for the update. Please keep us informed of any new development.
Public
Public
4 months ago
Dear Maruschka,
thank you for the update. Please keep us informed when you receive more funds.
Public
Public
4 months ago
TranslationEverything has been paid for. Thank you very much!
Automatic translation:
Public
Public
4 months ago
Dear Maruschka,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Jana
Casino.Guru
