FatPirate Casino - Player’s withdrawal is delayed and account is restricted.

Tengo un problema bastante importante con este casino, tras registrarme y apostar en casinos en vivo y en deportes al poco tiempo. El caso que tras tener perdidas realice otro segundo deposito y en esta bookie para retirar el dinero cada monto de cada deposito hay que apostarlo en su totalidad. El caso es que a partir de ese momento me bloquearon el poder realizar ningún tipo de apuesta, ni jugar al casino y tampoco se me permite retirar mi dinero. Tras hablar con ellos por chat me han dado largas, sin hacerme caso y por correo electrónico desde el 7 de marzo que les escribí y no me dieron ninguna solución. Me parece de risa que no te permitan ni jugar tu dinero ni siquiera poder retirarlo. No tiene sentido alguno y por ello pongo esta reclamación contra este casino para poder recuperar mi dinero.

Dear Pabloiglesias,

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.

• Is your balance of 276€ purely coming from your deposits? Have you ever engaged in any gaming activities with your deposits before the gameplay was restricted?
• When did you complete the account verification in the casino?
• Could you please share any recent attempts at communication with the casino where you attempted to resolve the issue and the casino's responses? My email is tomas@casino.guru

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

Best regards,

Tomas

Buenas tardes Tomás, disculpe la demora en mi respuesta, le respondo a sus preguntas:

-Si he jugado con mis depósitos, lo que sucede es que al perder el dinero tuve que realizar un segundo depósito y de ahí es cuando me quedaron 50€ por jugar, pero me limitaron tanto en juegos de casino como apuestas deportivas.

-No llegue a completar la verificación de mi cuenta porque todavía no me la pidieron al tener mi dinero en la cuenta.

-Por supuesto, le envio los pantallazos a su correo electrónico.

Un saludo

Pablo *****

Thank you very much, Pabloiglesias, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Pabloiglesias,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite FatPirate Casino to join the conversation.

Dear FatPirate Casino,

Can you please explain why the player is unable to place any bet in any game genre? How should the player fulfil the wagering to be able to receive the winnings? If there are specific details related to this case that cannot be disclosed publicly, I kindly request that you send them to me at michal.k@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Pabloiglesias,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Although Justbit Casino appears to be licensed in Costa Rica, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. Since there is no avenue to file an official complaint with the licensing authority or an Alternative Dispute Resolution (ADR) service, there are sadly no further actions that can be pursued.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend selecting casinos based on their reviews and ratings, and only participating with those that possess a valid, reputable license and a good reputation moving forward to prevent similar issues. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru