The player from Greece faced difficulties verifying his account to withdraw 1500 euros, as the casino requested transaction history from a bank he did not use. He identified a transaction on the same day he created his account but was unsure how to resolve the issue or what further information the casino required. The issue was resolved after the player provided the necessary documentation and communicated with the casino. The Complaints Team marked the complaint as 'resolved' and offered assistance for any future issues.
FatPirate Casino - Player struggles with account verification to withdraw winnings.
Resolved
Our verdict
Case closed
Amount: €1,500
FatPirate Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Dear peanuts,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying this bank account seems to be the only issue?
- Have you provided any other documents to verify your identity and have they all been approved?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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9 months ago
Good morning, I have provided ID as normal, an electricity bill that states where I live, a selfie with the casino behind me with the ID in hand, they asked me for an account that is not mine, the only deposit I've made is €70 and I'm sending them a pdf that lists my card that I made a deposit from the revolut bank and the account number and fatpirate is still asking for transaction history from 3/12/2024 from an account I don't know! I'm really desperate
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9 months ago
Thank you very much for your reply, peanuts. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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9 months ago
Translation
Of course! I'll send it to you right away.
Automatic translation:
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9 months ago
Translation
My problem is solved!! Thank you very much!!
Automatic translation:
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9 months ago
Dear peanuts,
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,
Kristina
Casino.Guru
