FatBoss Casino - Player's winnings confiscated, account blocked.

Casino voided my money!

I passed the KYC verification and deposited 700 EUR, played a little bit and claimed a withdrawal of 670EUR.

After a couple of days waiting the withdrawal confirmation, the casino cancelled my withdrawal and voided all my balance, explaining that I did not completed the bonus wagering 30 times.

The case is that I did not played with any bonus, and claimed the money which I deposited.

They did not return my deposit and blocked my account.

Hello Albino,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with FatBoss Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is your account verified? Did you claim any no deposit bonus or did the casino activate any on their own? When was the last time you spoke to the casino and what was it about? Did they forward you any kind of explanation for closing your account?

Looking forward to your answer.

Regards,

Nick

Hi, thank you for your reply,

• The first time I made a deposit was June 1 2023, - 40 EUR deposit with skrill,
• AT the same day I wanted to claim a withdrawal of 60 EUR, but I was not able, becasue my account was not verified and I had some active bonus that casino added.
• I submitted all necesarry documents for Verification and Cancelled my active bonus, cause I did not played with bonus money.
• Casino verified my account and paid my withdrawal of 60 EUR on June 5th.
• At the same date (June 5th) I made a deposit of 700 EUR with ecopayz
• I did not claimed any bonus and no other bonus was added to my account
• I played and claimed a withdrawl of 670 EUR on June 5

After 5 days of peyment pending, I received an email with the following text¨¨:

"Dear Carlos,

Thank you for contacting us.

We have adjusted your balance, Withdraw got cancelled and balance of 670 EUR voided as you did not wager dep + bonus X30

Thank you for your patience and your understanding.

We remain at your entire disposal, so please do not hesitate to contact us for further support.

 In the meantime, I wish you a lovely day."

• I saw this emailon June 13th and wrote to the chat (my money were already stolen by the casino)
• chat explained me that I did not wagered my bonus 30 times, and I tried to explained tham that I did not played with any bonus, I played only one game Single Deck BJ with my real money.
• The reason that casino provided why they stole my money is a total lie, because:

1. even if they would cheat and add me a bonus - I played only with my real money and did not touch any bonus

2 . even f they would cheat and add me a bonus - its not possible to claim a withdrawl on their platform without canceling a bonus

3 .even if they would cheat and add me a bonus- due to their terms and conditions, users have 30 days to wager bonus but they confiscate my money after 5 days of deposit.

4 . And the last, - I did not had an active bonus, I deposited and played only with my money!!!

Hello Albino,

The casino has contacted us via e-mail and they claim that the bonus money was credited to you together with the deposit and you started betting right after. Later, you tried to cancel the bonus before requesting for a withdrawal.

Although, as the circumstances are still not clear and we will definitely need more details either from you or the casino (deposit, bonus and betting history) so your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Albino,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite FatBoss Casino to join the conversation.

Dear FatBoss Casino,

Please forward me (michal.k@casino.guru) the player's game log and deposit history to see if the bonus was really credited with the player's last deposit.

Dear Michal,

thank you for your message,

The statement provided by the casino is a total lie, cause it is impossible to claime the withdrawal on the web site without cancelling the bonus. But I had my withdrawal claimed and there were no bonus. They just stole my money after 5 days of pending withdrawal

Dear Albino,

Just to give you a quick update. I'm in contact with the casino representative and we are discussing your case.

Hello Albino and Michal,

Thank you for your patience.

We have reviewed the complaint from our end and on this occasion we stand by our decisions.

Please understand that your 1st deposit and 2nd deposit were both credited with bonus funds. On your first deposit you cancelled the bonus and played with real funds only. Where as on the 2nd deposit, you left the bonus funds in your account active.

Moreover than that, apart from the wagering not being complete for both the deposit and the bonuses, another term was broken in this case.

When playing with a Bonus on the account, your bet can not exceed 5Euro, your bets were more than 5Euro as well.

Referring to the terms here, from the player's end. he did not finish the wagering and placed bets over 5Euro as well.

''Any deposit and possible winnings connected to a Deposit Bonus will be locked until the wagering as stated for the offer has been completed.''

We can see that the player has been dissatisfied and from our end this is never the outcome that we want. We have also shared the above information directly to Casino Guru with everything else that was requested in hopes of resolving the complaint.

Thank you,

Customer Support Management

Hello!

This is not true, I was not credited any bonus, and I played only with my real money - the amount that I deposited.

It might be possible that you added me a bonus (without informing me), in order to stole money that I deposited.

These actions from the casino side is a total scam!

All I want is to return my deposit back!

Thank you for your response and evidence, FatBoss Casino team.

Dear Albino,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case.

As FatBoss Casino mentioned above, you have indeed received a bonus of €200 on your deposit of €700. You have played with the active bonus all the time, and you canceled the bonus just shortly before you applied for a withdrawal without fulfilling the bonus wagering conditions, so you must have been aware that you have an active bonus. Another thing is that you have placed multiple bets above the €5 max bet limit while playing with the bonus, which is another breach of the casino's bonus T&Cs.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

We are sorry We could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us.

Best regards,

Michal