The player from Italy had submitted a withdrawal request on June 19th but continued to face delays, receiving only requests for patience from the casino. She confirmed it was her first withdrawal and that she had submitted the required documents without using a bonus. Despite multiple attempts by the Complaints Team to gather more information and evidence from her, the player did not respond further. Consequently, the complaint was closed due to lack of cooperation, with the option to reopen if she chose to resume communication.
FatPirate Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €200
FatPirate Casino
Safety Index 7.5 Above averageCase summary
Discussion
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1 month ago
Translation
I made the withdrawal request on June 19th, they always tell me to be patient.
Automatic translation:
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before?
- Have you passed the full KYC verification or at least submitted any identity documents to the casino?
- What types of games did you play to accumulate your winnings?
- Did you accumulate your winnings with or without a bonus?
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
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1 month ago
TranslationGood morning, this is the first time I made a withdrawal. I sent the documents regularly and I didn't play with a bonus.
Automatic translation:
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1 month ago
Thank you for your response.
- What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
- Could you please forward me the most recent conversations between you and the casino customer support regarding the delay in processing your payment? My email address is veronika.f@casino.guru. Alternatively, you may post screenshots directly here to the thread.
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3 weeks ago
Dear Titty88,
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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2 weeks 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,
Veronika
Casino.Guru
