FatPirate Casino - Player’s account closure request is ignored.

Hello I have had problems in the past with gambling and recently my sister passed suddenly which has not helped with my mental state and I started gambling again.I joined this casino and was depositing a lot so I emailed them to block the account and explained that I also wasn’t sure of the legitimacy of the site as all different businesses were on my bank statements when depositing with them. I received an automatic email that they had received my email and then was ignored I did this another 3 times and again received automated emails and was ignored. I went on chat a few days ago also and explained the situation to them and that I wanted the account closed so I couldn’t deposit. I was told they would pass this on and they would make sure this was done, yet again nothing. I went on chat again today and went through the whole story of it all and was told to wait on chat as they had contacted the relevant department and was waiting for an answer. Then I was told it was a shift change and to stay on chat to which someone came on talking in French. I explained I’m English and asked them if they had read the notes they again told me the same that they have forwarded this on to the relevant department. I explained I had been told this before and I had lost lots more money because they had not done what I had asked and was then told to email about a refund. Yet I am just ignored when I do email. Losing the money and making me worry is not helping my mental health at all with everything I have recently been through. Even after speaking to them earlier today and saying this would be dealt with immediately the account is still open and I would be able to deposit.

Dear Cheylan82,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Dominika

Hi I understand all this but I clearly have stated about gambling problems and about my mental state. The last time I spoke to them was Friday on chat which I clearly state this, yet again the account is open and I have received emails and texts about bonuses today. I will send you screen shots of this last chat.

The account is still open and yesterday they were sending me bonus information through texts and email to deposit.

Dear Cheylan82, have you requested account closure via email, as advised on the casino's website?

Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

I have not received any email requests from you.

Hi yes I did I will email them to you, that’s why on the chat conversation I have said I have emailed you and been ignored. Also they were still sending me promotions on Saturday and I stupidly deposited thinking I might be able to get some money back and ended up giving them another 55 pound. It is only when I have emailed them again yesterday and have told them I have put a complaint with you and that I have been completely ignored about the self exclusion that now my account is under review but they have not emailed me a reply at all! They just do not care as long as you are depositing. I will forward the emails to you, thanks.

Dear Cheylan82, has your casino account been closed?

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

I can only recommend how to request self-exclusion properly in the future. Inform us once you request self-exclusion and forward the request to my email address.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Hello, I have provided the emails and screenshots of the chat which has been going on for over a month and they let me keep depositing. I clearly state about gambling problems and my mental state, so no matter what they should block the account. They have closed it today because I told them I had logged a complaint with you and now magically it is closed. So I don’t understand why you are explaining how to self exclude. They are in the wrong they know if they delay the closure more money will be deposited. I wouldn’t have been able to deposit if they had done what I asked.

Dear Cheylan82, thank you for your patience and for sharing the details of your situation with us. I understand that you have been going through a very difficult time, and I truly sympathize with the challenges you're facing.

However, I would like to gently clarify that the only time you mentioned a gambling problem clearly was in the chat screenshot you provided. Unfortunately, this screenshot does not include a date or time, which makes it difficult to verify. Additionally, according to the instructions on the casino's website, a self-exclusion request must be made via email, clearly stating the reason. In the email requests you sent, the gambling problem was not mentioned as the reason for the closure.

I recommend following the instructions that have already been provided to you when requesting an account closure in the future.

Since your account is now closed, we no longer have the means to assist further with this matter.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Dominika