FatPirate Casino - Player’s withdrawals are delayed.

So on the 2nd Feb I withdraw £500 on the 3rd withdrawn £500 after multiple contact via email and chat I keep getting the same answers payments are delayed it’s now the 11th and still no where forward still in process stage apparently I’m stage 1 I’ve withdrawn via bank transfer as that’s what was said as back to card kept being cancelled

Dear Frosty02,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

ok it’s now the 8th working day from withdrawal it states my account is verified but I will let you know what happens when I reach the 14 days kind regards

Thank you for your response. Since the 14-day period has already passed, could you please inform me if you received your winnings?

No I haven’t received anything

Keep getting the same answer there’s a delay I’ve now cancelled the one from the 3rd and done via same way as deposited to see if that works but got to wait 3 days but the one from the 2nd feb is still stuck on checking account details last week one agent said it was in final stage of being processed but that was last week today they are saying they have passed an email on to the financial department to make it a priority I think I’m just being fobbed off and I’m getting very angry about it

Could you please confirm if you passed the full KYC verification, or submitted any identity documents to the casino?

Did you accumulate your winnings with or without a bonus?

What types of games did you play?

They have not asked me for any documents when I click on the verification setting it says I’m verified I didn’t not accept any bonus or any free spins for the game I won on I was playing big fish frenzy and that’s what I won on I sent them a bank statement via email this was the first week when I won so it wouldn’t delay the payment

Sorry it was fishing pots of gold (gold blitz) I also used to play wild wild riches but this is no longer on the site

Thank you very much, Frosty02, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Frosty02,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Thankyou

Dear Frosty02,

We would like to kindly apologize for the delay.

We would like to inform you that your payment will be completed as a matter of urgency.

Kind Regards,

FatPirate Casino Team

Thank you very much FatPirate Casino Team for such a prompt response. We all hope that the payment will be this prompt as well.

Dear Frosty02, please let us know to this thread, when the payment is successful, so we can marked this complaint as resolved.

I will do but I’ve been already told this by them last week I’ll let you know if I get it

Thankyou so much it now says it’s been completed just waiting now to see if it actually goes in my bank says 3 days received email from them saying it’s completed Thankyou you so much if it wasn’t for you guys getting in contact with them I would be still waiting I’m just disappointed in myself for cancelling the second one to try a different payment method if they don’t process this one in the time it states I will contact you but once again a big Thankyou I’m finally getting some where

Thank you very much Frosty02 for the kind words.

At this point, I hope, it should only be a matter of time before the payment reaches you.

However, I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

I’ll keep you updated Thankyou

Dear Frosty02,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi I received my other withdrawal got it on Sunday Thankyou for all your help

Dear Frosty02,

We're glad to hear that your issue has been resolved. 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,

Martina

Casino.Guru