FatPirate Casino - Player’s withdrawal is delayed and winnings are confiscated.

I received a no-deposit bonus from FatPirate Casino. After playing a few free spins, my balance surprisingly increased to over €1,000. However, when I returned to the main page, only €80 remained in my account. After doing some research, I realized this amount likely corresponds to the maximum withdrawal limit for winnings from no-deposit bonuses.

Despite this, I continued playing with the remaining balance and managed to increase it to €2,600. I then followed the standard withdrawal procedure and initially requested a payout of €1,400. The withdrawal was accepted by the system, but after nearly four weeks, nothing has happened. In fact, the withdrawal was cancelled, all of my winnings have disappeared, and my account now shows a balance of €0.

I contacted customer support but have not received any satisfactory response so far. This situation is extremely disappointing and seems very non-transparent, which has seriously damaged my trust in the casino. I kindly ask CasinoGuru for help and support to receive the payout of €1,400 (or potentially more).

If further information is required, I will gladly provide it.

Thank you very much in advance!

Dear brxllxant,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation, could you please provide us with the following details:

• Have you made any deposits into this casino?
• Have you tried submitting a withdrawal request for the €80 you won from the no-deposit bonus?
• Has the €80 been transferred to your "real money" balance after you finished wagering the bonus?
• What responses did you receive from customer support regarding the confiscation of your entire balance?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello, thank you for your quick response to my complaint.

No, I did not make a deposit.

No, I did not.

Yes, it seemed that way to me, as the €1,000 turned into €80.

I received a reply regarding the withdrawal about three weeks ago. In that message it says;

„Dear Marc

At this time, we do not have Deutsch speakers available, and conversations from our side will be held in English. We apologise if this may cause any inconvenience.

Thank you for contacting our FatPirate support team!

We truly understand how frustrating it must be to wait so long for your withdrawal, and we know how important this is for you.

Upon checking your account, I can confirm that our financial department is fully aware of the delay in processing your withdrawal. Unfortunately, due to a high volume of requests, there have been some delays in payouts.

Please rest assured that your funds are completely safe, and the withdrawal is currently being processed. While it may take a little longer than usual, there is nothing to worry about. We sincerely apologize for the inconvenience this has caused and appreciate your patience during this time."

Shortly before the alleged confiscation, I received another short message stating that I had supposedly violated the bonus terms – which, in my opinion, is not the case. I did not play any forbidden games. Also, I was able to request a withdrawal without receiving any prior warning or notification.

Could you please specify which bonus rule you allegedly broke? If possible, kindly forward me the email you received from the casino after your balance was confiscated at veronika.f@casino.guru. Thank you for your cooperation.

Dear Veronika,

Thank you for your message.

Unfortunately, I never received any email from the casino regarding the confiscation of my balance. The only communication I received was through their live chat, where they merely sent me a link to their general bonus terms and conditions. After that, they ended the chat and provided no further clarification or specific explanation about which bonus rule I allegedly violated.

Therefore, I am unable to forward any email, as none was ever sent to me. I would appreciate your continued support in helping clarify this matter and holding the casino accountable for proper communication and fair treatment.

Best regards,

Marc

Please send me a screenshot or a link of the free bonus you activated and played with. Which games did you play with the no-deposit bonus?

Which games did you play after you finished wagering your bonus and your winnings were capped at €80?

Dear Veronika,

Thank you for your assistance. I am happy to provide the requested information regarding my complaint against FatPirate Casino.

1. Bonus Taken:

[Passed on to your Email]

2. Games Played Before Bonus Conversion to Real Money:

Gates vs Hades

Fist of Destruction

Le Bandit

Book of Golden Sands

Cleocatra

3. Games Played After Bonus Conversion to Real Money:

Tombstone Slaughter

Sweet Bonanza

Gates of Hades

Home of the Braves

Dog House Multihold

Book of Fallen

4. Software Providers/Developers Used:

NoLimitCity

Pragmatic Play

Hacksaw Gaming

I verified the list of restricted games and providers before starting the games. None of the mentioned games or providers were on that forbidden list. In my view, the bonus was used correctly and in compliance with the bonus terms and conditions.

I hope this information is helpful. If you have any further questions, please feel free to contact me.

Kind regards,

Marc

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear FatPirate Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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.

Dear brxllxant,

Thank you for reaching out to us.

After investigating your claim we would kindly like to inform you about the following details:

1. Please be informed that the maximum winning amount from any bonus can be found in the details of the according bonus offer. We would kindly like to ask you to clarify which bonus you are referring to, in order for us to further review and provide you with the according Bonus Details and limitations.
2. We would kindly like to apologize for the delay of your withdrawal requests where three of them were requested on the 30.05 and one on the 02.06.

Please be informed that after an internal investigation we can confirm that all of those withdrawal requests were cancelled by you on the following dates: 2 withdrawal requests were cancelled on the 30.05 and the 2 remaining withdrawal requests were cancelled on the 05.06.

After further reviewing your account we can confirm that you received the cancelled withdrawal requests as balance on your account which in the following you unfortunately played down.

We hope this helps to clarify the claim.

Please don't hesitate to contact us if further information are requested.

Kind regards,

FatPirate Casino Team

Dear player, can confirm what the casino mentioned above?

Dear FatPirate Casino Team,

Thank you for your response to my complaint.

I would like to clarify the following points regarding your statement:

I received an offer from you via email consisting of 10 free spins, which I accepted and used. This bonus offer is the basis of my claim. Further details and the full context of the situation can be found in the chat history between me and the CasinoGuru team, which has already been provided.

Moreover, I completely deny the statements made in your message:

I have never canceled any withdrawal, nor did I ever see the allegedly returned funds credited back to my player account, nor did I play with them. Your claims are not accurate and do not reflect the truth.

I respectfully request that you reinvestigate this matter transparently and thoroughly, and provide me and also the CasinoGuru Team with a detailed breakdown of all relevant transactions, including timestamps and amounts.

To be honest, I am disappointed and saddened by the lack of transparency and the misrepresentation of facts in your response. All I truly want is to receive the winnings that are rightfully mine.

I sincerely hope you will review this case again carefully and act in the spirit of fairness and trust.

Kind regards,

M***

Dear Pavel,

We would kindly like to ask you to check your emails where we send you additional information and proof regarding this case.

We are looking forward to your answer.

Kind regards,

FatPirate Casino Team

Dear FatPirate Casino Team, I have sent further request via e-mail.

Dear Pavel,

We would kindly like to ask you to check your emails where we send you additional information of your request.

Thank you in advance. Please dont hesitate to contact us if further information are needed.

Kind regards,

FatPirate Casino Team

Hello, I have sent the further request again.

Dear Pavel,

Thank you for your reply.

Please find the additional requested documents attached to your email reply.

Kind regards,

FatPirate Casino Team

Thank you, FatPirate Casino!

brxllxant, the casino has provided data which shows that you have requested two withdrawals of 200 EUR and two withdrawals of 500 EUR, cancelled them both and lost the funds. After the cancellation of the last withdrawal, the balance was close to zero, which means there were no other funds in the account. If you disagree with it, you can download the game history from your casino account and send it to my e-mail: pavel.k@casino.guru. However, as of now, I believe casino's evidence to be sufficient, therefore, I am rejecting your complaint.