FatPirate Casino - Player’s withdrawal is blocked and unresolved.

I tried to make two withdrawals each for £1000.

so 2k in total.

They have cancelled the one and the other is blocked,

They are asking for verification documents which I have provided 3 times now.

They have now started the process again requesting details for old cards which are no longer valid, both cut up and disposed of.

They want an official bank document to say the cards are cancelled, though the money paid in was from a valid card I have provided the details for.

I currently have 7k in the account and cannot withdraw,

They will also not respond to me either in chat or email

I can to to live chat wait in the queue, get to poistion 1 then no response. Then have a while the chat window is closed down.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FatPirate Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• When did you make deposits with the card you no longer have?
• Is there an option for the issuer of the cards to provide a confirmation that the cards were issued in your name?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Dear avramslaw,

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.

Hi I sent you a reply to the email address you provided

Thanks for your email.

You wrote:

"They are asking for verification documents which I have provided 3 times now.

They have now started the process again requesting details for old cards which are no longer valid, both cut up and disposed of."

If the issue persists, kindly provide the communication between you and the casino confirming the verification requirements you are subjected to or any related evidence.

I apologize for the inconvenience.

Send the information to my email at tomas@casino.guru

HI

I have replied a couple of times on here and to the email address provided by Thomas.

Thanks for your reply.

I apologize for any misunderstanding.

Kindly share emails or chat transcripts you exchanged with the casino you have access to so we may review them. Send the information to my email at tomas@casino.guru

Alternatively, share screenshots of your withdrawal requests with the date and status visible.

Without any evidence, we can't confront the casino.

Thanks for your cooperation. Looking forward to your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear avramslaw,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas