FatPirate Casino - Player faces delays and confusion in withdrawal process.

I have made 3 withdrawals in total, at 9/1 and 10/1. The withdrawals were 300´ eur, 200 eur, and 82 eur accordingly.

In 15/1 I was requested to verify my account, which I did (following everything correctly, I have completed verifications many times and the documents are clear and correct 100%).

After 2-3 days, I saw a notification in the verification tab (will upload it below), that there are required documents to be uploaded, without stating which documents and without a button to upload. I asked in the live chat about what I should upload, but I was told that it will just show this message until the verification is complete and that I should ignore it. Another live chat agent, told me that documents are needed, but that he cannot tell me which documents in the live chat, so I should send an email to learn what is needed. I sent the email, no response. I am speaking with them in the live chat every day, they keep telling me that I should just wait, but they are telling me contrary things, like the verification needed. I have sent another email, again they didn’t answer. Please advise me on how to proceed. Disputing the deposits made via Revolut wouldn’t really work because the deposits were only 123 euros instead of the 582 for the withdrawals that I’ve been waiting for.

Dear pepitothe1st,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FatPirate Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share your attempts to contact the casino in order to resolve the issue and any responses you received? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello and thank you for your answer.

1)I haven’t made any successful withdrawals before with them.2)I did not receive any bonuses

3)They responded today to one of my emails (I asked if and what documents I need to upload), and they gave me a generic answer like "If you cant upload them send them here by email" without saying what documents, and most agents telling me that I don’t need to upload anything. Screenshots below.

Hello again, seems like the account is now verified, but still the withdrawal is not complete.

Another update, first withdrawal is complete. Did you do anything or it’s just a coincidence?

Thanks for the update.

Were all three witdrawals processed and reached your bank account?

Please let me know.

Yes. All done. Did you do anything, or just the casino completed them?

Dear pepitothe1st,

We're glad to hear the casino processed your payouts successfully. 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, 

Tomas

Casino.Guru