FatPirate Casino - Player's account is closed, seeking a refund.

Dear Casino.guru,

I am writing to seek your assistance regarding an issue I have encountered with FatPirate Casino.

When I registered at FatPirate, I was able to select "Sweden" as my country, enter my Swedish phone number, and complete all necessary details without any issues. Everything worked perfectly during registration. (They have changed that now so it's not possible anymore to choose Sweden, i just checked on their website)

After depositing approximately €1,000, I reviewed their terms and conditions and discovered that players from Sweden are not allowed to play on their platform. Concerned, I contacted their live chat support, and my account was promptly suspended.

Since then, I have repeatedly contacted their support team via live chat to request a refund. They consistently respond with "We will get back to you via email." On one occasion, they mentioned that the refund was "on its way but got stuck."

Despite months of waiting, I have not received a single email or any concrete resolution regarding my case. I firmly believe that I am entitled to a refund because Swedish players are not permitted on their platform, yet it was possible to select "Sweden" during registration, leading me to believe I was allowed to play.

I kindly request your support in resolving this matter and ensuring that FatPirate Casino refunds my deposit.

Thank you for your time and assistance.

Furthermore, I strongly suspect that FatPirate Casino deliberately allows players from restricted countries, such as Sweden, to register and deposit funds, only for them to discover the restriction later. This practice appears to be a deceptive strategy to profit from players who might overlook these terms, which I consider fraudulent and unethical.

Best regards

Dear winnerdude,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you played with your deposit before you checked the Terms and Conditions to see if players from Sweden were allowed to deposit and play?

What was the balance in your account when the casino suspended you?

Have you used any VPN or IP-masking software to access the casino website?

Have you passed the full KYC verification?

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

Best regards

Veronika

Dear Veronika,

Thank you for your prompt response and for taking the time to address my complaint. I appreciate your willingness to assist in resolving this matter.

To clarify the points you raised:

I deposited and played on the casino platform using my own IP address from Sweden. I did not use any VPN or IP-masking software at any point.

I deposited approximately €1,000 and played with the funds. After losing the full amount, I intended to continue depositing. However, before doing so, I decided to review the terms and conditions to check the maximum withdrawal limits. It was during this review that I discovered that players from Sweden are not permitted to play on their platform.

My account was suspended shortly after I contacted the live chat support team to inquire about this restriction. Consequently, I did not have any opportunity to complete the full KYC verification process.

I believe the casino bears full responsibility for allowing me to register and deposit as a Swedish player, despite their terms prohibiting such activity. Their system facilitated the registration process for Swedish players without any restrictions at the time, which misled me into believing I was eligible to play.

I hope this additional information helps clarify my situation. I trust in your ability to mediate this issue and assist in ensuring that FatPirate Casino processes the refund I am entitled to.

Thank you once again for your support.

Thank you for the explanation. Per our policy, we are unable to assist in cases where a player from a restricted jurisdiction was able to register, deposit, and play but subsequently lost their funds during regular gameplay. Our assistance is limited to cases where a player from a restricted jurisdiction won funds, attempted to withdraw them, and then had their account blocked or funds confiscated due to their location. Since you lost your money in regular gameplay, from our point of view, you are not eligible for a refund.

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.