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My withdrawl from my previous complaint was not done and now they are just ignoring me. I've requested this withdrawl over a week ago and they still ignore me. The previous complaint was not finished I lost access to my phone whilst I was ill. That has now disappeared. This company are the worst ive seen. They lie, they cheat and they clearly steal. They tried to delay my withdrawls because they say I was not verified so I provided all the things even the obscure and simply ridiculous requests they made and they still dont pay out. They need shutting down

Dear Stew4rt,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi Veronika

This has gotten worse they are refusing to answer me and have in fact said they have closed my account these people are quite literally pirates. I've got plenty of emails and have attached them for you to look through.

Kind regards

Stewart

Dear Stew4rt,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Veronika

The new development is they have closed my account and are now completely ignoring me I am missing 1000s of gbp its beyond a joke what they are doing. I will not give up i have been treated so terribly

Have you received any emails from the casino after your account was blocked? If so, kindly forward them to me at veronika.f@casino.guru.

What was the real-money balance in your account at the time the casino closed it?

Was your account fully verified before the casino decided to close it?

Hi Veronika

I had a real world balance of £118 gbp and they closed my account without warning me. And now just refuse to answer my messages so either they pay what I won or they should refund me all my money as they took it fraudulently??? Im so angry and you guys are the only ones helping me. I've emailed the conversations separately to your address.

Best

Stewart

Thank you for your emails.

Based on your conversations with the casino’s support team, it appears that your account was closed after you mentioned that you were not doing well due to the way you were treated during the verification process. Could you please confirm if this was the reason?

Regarding the verification of your account, could you specify which of your documents have not been approved by the casino?

Was your Revolut card the only issue during the verification?

Were you asked to provide proof of ownership for several different cards?

Have any of these documents already been accepted and verified by the casino?

Hi Veronika

No I never asked to close my account is was not happy as they were not paying out my winnings. They told me that my account had already been fully verified and all my documents approved and they still didn't pay out the money I was due.

They asked me to verify several cards including expired cards and were completely unreasonable in the end it took letters from my bank to confirm the cards were no longer in use.

Best

Stewart

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Stew4rt for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FatPirate Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear Stew4rt,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team to check further and we would try our best to provide an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards,  

FatPirate casino.

Hello Stew4rt,

Upon conducting a review of your account, we would like to inform you that you have successfully completed chargebacks. We have sent the relevant evidence to Peter via email.

In accordance with the subsequent points outlined in the General Terms and Conditions, which the player accepted upon creating their account on our website:

6.4:- By making a deposit, you grant the Company the permission to debit from your balance any fines or dues in connection to your activity, as provided by the Terms or the applicable law. You also agree to avoid charging back the deposited funds, annulling the deposits, and agree to compensate the Company for the costs associated with the chargebacks and recalls.

9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

<...>

We are looking forward for your update. 

Kind regards, 

FatPirate team. 

Hi Peter and FatPirate Casino,

I would like to respond to your recent claim that chargebacks were successfully completed on my account.

This is absolutely incorrect — I have not received any money back through any chargeback process, nor was I notified of any such outcome by my bank (Revolut) or payment provider. I urge you to provide clear, dated evidence of any supposed chargeback and where the funds were returned to, as I have not been reimbursed in any way.

Furthermore, the casino has withheld thousands of GBP in total winnings, not just the £118 that was in my balance when the account was closed. I fully verified my identity, provided everything that was asked — including confirmation from my bank regarding inactive cards — and complied at every step. Instead of processing my withdrawal, the casino closed my account without warning and has ignored me since.

I stand by my position that I have acted in good faith, and no funds have been returned to me. Unless you can prove otherwise with legitimate documentation, the withholding of my money amounts to theft.

I request this case be escalated immediately and reviewed in full, including all documentation I’ve already provided and any evidence the casino claims to have.

Best regards,

Stewart

Dear Stew4rt, please provide me with a bank statement from your card used to deposit in the casino so I can cross-reference it with the information provided to me by the casino. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi there please find attached the statment from my account that shows all of the information you asked for. I would also like to point out that I did apply for help to recieve my money back from the corrupt casino but as you will see from my statment the dispute was declined so they refunded me nothing. Scandalous that they are doing this. Either refund all my money or pay me my winnings its that simple. They dont get to take unlimited deposits and then decide that when someone wins they get to close accounts and ignore people.

Dear Stew4rt, according to the information provided by the casino, the chargeback took place in October of 2024, but your statement only covers the dates from March of 2025 onwards. Would it be possible to provide a bank statement from October 2024 onwards? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter.

As you can see by the statements I have deposited over 1000gbp since March. October last year was never even mentioned. I have played and deposited successfully since then. Are they now saying that all the money to date is void and they are going to keep that now. Which is blatant theft as my deposits and play time were allowed with no issues. I even got withdrawls prior to March with out trouble. I will provide the statements for you but I fail to see how the issue relates to last year this casino is a blatant cheat. I only wanted my successful winnings which was alot less than I have deposited. Now I expect all monies refunded

Dear Stew4rt, I have not received the requested statements. Please provide them to my email for review. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Stew4rt,

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,
Peter
Casino.Guru