FatBoss Casino - Pelaajan kotiutus on viivästynyt.

Hello,

I am submitting this complaint against FatBoss Casino regarding a withdrawal of 1,401 EUR that I have never received, despite the casino claiming the payment was processed.

I was playing at FatBoss, completed full account verification, and my withdrawal request of 1,401 EUR was approved and marked as processed by the casino to my bank account.

The funds never arrived. I contacted my bank, which confirmed in writing that there is no record of a 1,401 EUR incoming or attempted transfer for the period in question. I provided this confirmation to FatBoss, along with full bank statements and an official standing letter from my bank.

Since then, I have repeatedly asked FatBoss for the standard documentation that any legitimate completed payment can be evidenced with: the transaction ID, the name of the payment service provider, and a copy of the transfer confirmation showing sending account, receiving IBAN, amount, and date.

FatBoss has refused to provide any of this. The only response I receive is that "the payment service provider has confirmed the transaction," with no supporting evidence. They have cited AML and confidentiality as reasons not to send a transfer slip, even though I am the account holder and recipient, and my bank specifically requires this documentation to trace a missing transfer.

About one month ago I followed up again to ask for the proof of payment. I have not received any meaningful response.

What I am asking for:

1. Payment of the missing 1,401 EUR to my bank account.

2. The transaction ID, payment provider name, and a copy of the transfer confirmation, so my bank can trace the payment if it was genuinely sent.

The funds have not been received by me. By FatBoss's own confirmation, the funds have not been returned to them either. Without proper transfer documentation from the casino, this cannot be resolved through my bank.

I would really appreciate Casino Guru's help in resolving this fairly.

Thank you.

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Dear jod1eM,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please clarify the exact date when you requested the withdrawal?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

No bonus

no withdraw before.

Thank you for your reply and for providing the previous details, jod1eM.

• Could you please clarify the exact date when you requested the withdrawal?
• Could you please update us on the current status of your transaction history in the account? If possible, please upload a screenshot of it directly to this thread.
• Do you have any communication with your payment provider regarding the issue?
• Could you please provide a bank statement starting from the date you made the transaction that has not been credited to your account until today?
• Could you provide any additional communication you had with the casino regarding your requests for documentation?

You can send all the documents to: petra.h@casino.guru or post your screenshots in the thread.

Thank you again for your cooperation.

Dear jod1eM,

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.

I found the payment.

Dear jod1eM,

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,

Petra

Casino.Guru