FatFruit Casino - Player believes that their withdrawal has been delayed.

Here I am again, well I requested 2 withdrawals on this site, so far so good, on the third withdrawal, they limited my account (not blocked) and haven't sent my money yet, I'm sincerely afraid that they won't pay me, from the history I researched about them! Help me casinoguru!

Dear leandrog532,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

That's fine, as far as the withdrawal is concerned, but why suspend my account? it can't be profitable if it's a suspension that earns you money? that's totally wrong!

Hello leandrog532,

Could you please let us know the reason the casino provided for blocking your account? Additionally, does anyone else in your household hold an account with the casino, or has anyone else used the same device to access the casino?

Looking forward to your response.

Best regards,

Nick

Good morning friend! My account is not blocked, I can access the site but I can not play, they did not say a reason, but they are asking for documents that I have never seen any Casino request! And I've been playing Casino for years and I know that you can't use two or more accounts on the same ip or device, so no, I didn't access with another user or other accounts!

Hello leandrog532,

What kind of documents are they requesting from you?

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Awaiting your response.

Regards,

Nick

Dear leandrog532,

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.

I'll send you what they're asking for, I'll get back to you soon

you can end the complaint as closed! i've been paid!

Dear leandrog532, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru