FatFruit Casino - Pelaajan voitot takavarikoidaan ja tili rajoitetaan.

I am submitting a complaint against FatFruit (operated by Hollycorn N.V., Curaçao license OGL/2023/176/0095) for refusing to pay my winnings and restricting my account after I disputed their decision. I received an email offer for a 100% bonus up to $450 with bonus code BOOST100, which clearly stated a minimum deposit of $45 and wagering requirement of 30x, but made no mention of any win cap or maximum cashout — I have a screenshot of this email showing no cap mentioned. I accepted the bonus, deposited, and completed the wagering requirements, but when I attempted to withdraw, my withdrawal was denied and support told me a 5x win cap applies, a term that was not disclosed in the email offer I agreed to — I have a screenshot of this support conversation. To make matters worse, after I questioned the denial, I noticed that deposit methods have been removed from my account, and live chat directed me to email support instead of addressing the issue, which I believe is retaliatory action — I have a screenshot showing my account with no deposit options available. I have used similar bonuses at FatFruit before and successfully withdrawn with no cap enforced, showing inconsistent application of their terms. I am requesting my full winnings be paid, my account access restored, and their certified ADR provider details be provided as required under Curaçao regulations. My account username is [insert username], the bonus code was BOOST100, and the amount in dispute is $2200

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FatFruit Casino. I went over the casino's bonus terms and conditions, updated on the 7th of January 2026: https://www.fatfruit.com/bonus-terms-and-conditions

1.13. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from funds associated with any bonus is defined within the terms of that specific bonus:

Unless stated otherwise, any Cashback awarded by the casino are subject to a maximum win of an amount equivalent to 10x the cashback awarded.

Unless otherwise stated, deposit bonuses are subject to a minimum of 45x wagering and a max win and therefore maximum withdrawal amount of 5x the bonus awarded.

Unless otherwise stated, all winnings obtained from any promotions awarding free spins are capped at 5x the bonus value.

Unless otherwise stated, No Deposit bonuses are subject to a minimum of 50x wagering and a max win and therefore maximum withdrawal amount of 2x the bonus awarded.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Have you learned a reason for the block?
• Have you learned what will happen to your winnings? Share the relevant details with me.
• Could you please specify the details regarding previous payouts from bonuses being made that supposedly didn't abide by the maximum cashout limit?
• Could you please share with me your communication with the casino regarding the issue and any supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello Tomas,

Thank you for your detailed response and for looking into my case. Here are my answers:

1. How long were you a player and when was your account blocked?

I have been playing at FatFruit for about 6–8 months. My account was not fully blocked, but deposit methods were removed after I disputed my withdrawal. Importantly, after I mentioned ADR in live chat, my deposit methods were restored within 2 hours — which shows the restriction was directly related to my complaint.

2. How did you learn about the block? Any reason given?

I noticed deposit options were gone when I tried to deposit. No notification or reason was given. Live chat avoided answering and pushed me to email.

3. What happened to your winnings?

Total winnings from bonus BOOST100: $2,700 NZD. Casino allowed me to withdraw only $500 (5x cap). The remaining $2,200 was voided. I have not accepted this.

4. Details about previous payout with no cap?

This is the core of my case. I previously used bonus MELON3 under the same conditions. Email stated: wagering 35x, max bonus $450 — no win cap mentioned. I completed wagering and successfully withdrew $2,035.50 NZD in full — no cap enforced. FatFruit's own support confirmed this.

Now for BOOST100 (same presentation: wagering 30x, no cap mentioned), they are enforcing a 5x cap. When I asked why MELON3 was paid in full, they could not answer.

5. Communication and evidence attached:

BOOST100 email (no cap mentioned)

MELON3 email confirmation (no cap mentioned)

Proof of $2,035.50 withdrawal

Live chat transcript (agent could not explain inconsistency)

Screenshot of deposit methods removed after complaint

Confirmation deposit methods returned 2 hours after ADR mention

Email stating BOOST100 has $500 cap

Summary:

I am not disputing that a 5x cap exists in their terms. I am disputing inconsistent enforcement — MELON3 was paid in full, BOOST100 is being capped. Same conditions, different treatment. This is unfair. I am requesting my full $2,700 winnings or ADR access as required by Curaçao regulations.

Thank you for your help, Tomas. Please ask me if you need more information

Regards,

Gurpreet

Hi Tomas,

I wanted to share new evidence that shows this is not just about one bonus — it's a pattern.

Even while my dispute is ongoing, FatFruit continues to send me bonus offers with the same misleading format:

Wagering requirements stated clearly

No win cap or max cashout mentioned in the email

Only a vague "General bonus terms apply" at the bottom

I have attached the latest offer for bonus code HIGH. You will see — no cap disclosed.

This proves that FatFruit systematically hides material terms (win caps) in their general conditions while presenting offers as if only wagering requirements matter.

This is not inconsistent enforcement — it's intentionally misleading design.

Please add this to my case.

Thank you,

Gurpreet

Hello Thomas,

FatFruit finally answered my question about MELON3 vs BOOST100. They revealed:

MELON3 had a max cashout of 7,500 NZD

BOOST100 has a max cashout of 500 NZD

However, neither of these caps was disclosed in the email offers. Both emails looked identical — wagering stated, no cap mentioned, only "General terms apply" at the bottom.

Here is the bigger issue I discovered:

I received another bonus email from FatFruit (bonus code HIGH — attached in previous update). In this email, they clearly state:

Minimum deposit

Max bonus amount

Maximum bet while wagering (10 EUR/USD, etc.)

Wagering requirement (30x)

But they do not state the maximum winning amount / cashout cap anywhere in the email. It is hidden in general terms.

My question to FatFruit:

If you can clearly disclose the maximum bet in the email, why can you not disclose the maximum winning amount? This is selective disclosure — showing what benefits you, hiding what hurts players.

As a player, I had no way to know that MELON3 had a 7,500 cap and BOOST100 had only a 500 cap. The offers looked the same. This is misleading.

I have asked FatFruit to:

Explain why they disclose max bet but not max win in bonus emails

Please advise on next steps. I believe FatFruit is deliberately hiding material terms from players.

Thank you for your continued help, Tomas.

Regards,

Gurpreet

Hi Thomas,

FatFruit has given their final response. They:

Admit the cap exists but say it's in T&C

Refuse to explain why max bet is disclosed but max win is hidden

Explicitly refuse to provide ADR — stating all complaints go through internal process only

This violates Curaçao Gaming Authority regulations, which require licensed operators to provide free ADR access when internal complaints are unresolved.

I have attached their final response. Please advise on next steps. I believe this casino is operating in bad faith and violating their license obligations.

Thank you, Tomas.

Thanks for the update.

After careful consideration, the circumstances supported by the evidence you provided are not enough for us to conclude that you are eligible for more than is specified in the general bonus terms and conditions.

Please note that we accept situations where the maximum bonus amount is not specified in the specific bonus terms and conditions; however, it's specified in the general bonus rules.

Please note that the general bonus terms and conditions were changed on January 7th, 2026, which makes the comparison between the events not appropriate.

If you have any more recent examples of the discrepancy that is more recent, please share them with me.

Looking forward to your reply.

Dear gs30904,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru