FatPirate Casino - Player’s withdrawal has been cancelled repeatedly.

I have now tried continually since the 17th June to make a withdrawal from my account.

The withdrawals are continually cancelled by the company with ne justifiable explanation being given.

The image uploaded shows the latest attempt to witdraw and this is showing as cancelled in the recent email I reieved although it is still stating that it is "in progress".

Dear womblelina1967,

Thank you very much for submitting this complaint. I am sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

Have you received any explanation in the emails you receive after your withdrawal request gets canceled about what you can do to withdraw your money successfully? Kindly forward these emails to me at veronika.l@casino.guru.

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

I have not been asked for any verification and have checked my account and there is no verification link that I can see.

At no point have the company asked for any verification documentation even though I have requested this from the casino love chat which I have now accessed numerous times. There are no bonus funds etc due

Thank you for your reply. However, you have not answered my last question:

Have you received any explanation in the emails you receive after your withdrawal request gets canceled about what you can do to withdraw your money successfully? Kindly forward these emails to me at veronika.l@casino.guru.

No, I've received no explanation as to why my withdrawal was specifically cancelled.

It has always been a stock response email stating central issues that may arise. When I have requested more information nothing has been noted.

I usually just get the same stock response.

Thank you very much, womblelina1967, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello womblelina1967,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite FatPirate Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Please close this case. I am currently in communication with the support team regarding the fact UK citizens aren't supposed to be members.

They have got back to me and we are now in correspondance.

Thank you for your help and I'll update you if a payment does come through.

Dear womblelina1967, do you have any updates regarding the payment, please?

Hello Dominika

After a lot of delays, issues etc I have finally received a payment.

It was paid in a rather strange way and was less than expected but this was due to exchange rates etc (it was paid in Euros to my bank account and the exchange rate must have fluctuated.

Far Pirate have now closed my account thank goodness so this is now settled.

Thank you so much for your guidance, did your team ever hear back from Fat Pirate's customer service team?

Best wishes. Sharon

Thank you for the information. We have been in contact with the casino representative.

Dear womblelina1967, do you need any further assistance, or can we consider the complaint closed?

Hello Dominika, Thank you for your teams help and this case can now be closed.

many thanks

Dear womblelina1967,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru