FatFruit Casino - Player's withdrawal is delayed.

I have requested a withdrawal for the total amount of $10500 from this Fatfruit casino, and it has been pending for more than 3 days, which is longer than what is stated in their T&C. Their live chat support is very unhelpful, telling me that I must wait and they have no option to submit complaint.

Dear leethepwner,

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,

Kristina

Thank you for the information. I was informed by the casino that they are still waiting for the provider to confirm the wins. I will wait for another 10 days before following up with you.

Hi Kristina,

It has been 5 days now since I requested my withdrawal.

On the first day, the casino has already reviewed my statement and asked questions about it, to which I have answered promptly. But today, a few moments ago, I received an email from them. They are questioning the transactions in the statements once again as if they took 4 days to read my statement. The things they are questioning are very irrelevant and private too. They were questioning my relationship with other people and they were asking me for investment statements... The casino is clearly trying to make the process difficult and long by questioning transactions one by one with 4 day intervals. I can send you the details of our communication if needed.

Thank you for your reply, leethepwner. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Please cooperate with the casino, let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Hi Kristina, thank you so much for looking into this for me. The verification and withdrawal has been pending for well over a week now. If you say we give two full weeks to process each payment, then we can wait for a little longer, that is not a problem.

But like I have mentioned before, this is not only about refusing to payout. The casino were asking questions such as "what is your relationship with this person" and "show us your investments with this bank". These questions are very personal and very uncomfortable for me to answer which was why I was saying I was being treated unfairly in this regard. But I did my best to cooperate with the casino anyway by answer those unnecessary questions.

After promptly answer their questions, I have not heard from them in 4 days now as if this is still not a priority. Every time, I ask for an update, the live chat just said "the relevant department is still investigating my account"...

Dear leethepwner,

Has there been any news since your last message?

Hi, the casino has paid me 13 days after my request.

Dear leethepwner,

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