FatFruit Casino - general discussion (page 2)

Hi and thank you for the details.

In my opinion, the casino should explain this to you first, but I understand it is obvious. Depositing with a bonus code is not the same as getting a few free spins out of the blue sky so I would also aim to know whether they can at least add it manually.

It's difficult to say what's preventing the casino from responding back, so how about we ask the casino through a free complaint feature? In my opinion, a deposit bonus is related to a real money deposit; thus, it should work. And if not, the casino should explain.

Thank you, since it worked on the other 2 sites, although the chats don't open (rooli spinfever)

So I wanted to take a risk... but even today it still won't open and they don't respond to my email. Could it be that they're on vacation? This is really strange.

You're welcome. I have to admit that the idea of a vacation sounds interesting, though I would like to believe that decent operators would at least give their players some hints about it. Does this casino post or share regular news on social media? Or have a profile on Linkedin? If there is no luck with emails and chat, I would try finding alternatives.

What do you think?

really strange. still chat blocked and no reply via email

I'll wait a few more days, I tried to look for them on LinkedIn but they're not there. I saw that they're on Telegram but you can't contact them, you can only read what they post. I also looked on WhatsApp but nothing.

if you have any other ideas 🙂

It's even stranger now. Okey, you obviously had those back alleys covered. But what options actually remain?

How about lodging a complaint right away?

I mean, it could be a bit earlier but under those circumstances, it could be handy to have one already opened.

A week with the chat like this no longer seems like a glitch that only lasted a few hours. I'd save screenshots of everything in case I end up having to file a complaint.

Thank you for your interest, I'm not asking for a withdrawal, I just wanted them to activate a bonus for me.

Excuse my ignorance, but what could be the advantage of filing a complaint? 🙂

but then it seems strange to me that I'm the only one to report this problem

You are welcome.

In my opinion, it is unfair to deny a player a deposit bonus by ignoring communication about activating it, especially if the player deposited to receive the bonus in the first place. Of course it depends on the mechanism described in the deposit bonus terms but still, there is real money involved, unlike when it comes to no deposit bonuses.

I'm quite sure my colleagues at least in the past accepted complaints of a similar nature, especially because of the deposit involved.

You don't have to complain, of course. It's completely up to you. I just wonder where the chat support disappeared; it has been quite some time.

Has anything changed, per chance?

Hi, thanks for the information.

nothing has changed, still chat that doesn't open and they don't even reply to emails

I'll wait... they'll come back sooner or later, right? Has it ever happened that a casino remains a ghost for so long?

Ive been using this casino for over a year. customer service is amazing and VIP managers respond fast and are very helpful. However, the past few days, VIP Managers aren't responding at all, live chat buttons don't work, withdrawals aren't being processed. I currently have 1500 pending withdrawal and nothing. no response to WhatsApp or emails. same with me and a friend who also uses FatFruit. I'm just stuck. never experienced this before with them.

Also, prior to requesting a withdrawal, I was put into wagering without even using a bonus code. I managed to surpass the wagering but when I asked about it, I still haven't got a response. very odd, it's been 3 days now no response. the site still accepts deposits and can play, but that's about it.

When my friend tries to message his VIP manager, he gets an automated response saying they're having technical issues. I don't get a response at all. Why could this be? bit frustrating tbh...

I'm a diamond level user

DO NOT PLAY HERE. They've gone rogue. taking your money and not processing withdrawals or allowing users to use any chat or support services. avoid at all costs. (IVE BEEN A DEDICATED, DIAMOND LEVEL USER FOR ALMOST 2 YEARS BTW)

No problem.

Well, based on my general experience with different sites and operators over the past few years (which is kind of irrelevant), I've seen some casinos disappear in the most unexpected ways. They may allow new registrations and even deposits, but there are no games available and obviously no payouts. It may start as regular maintenance and turn into a zombie site, possibly still "running." No more scary talks, though.

If I may add my perspective, it won't hurt to lodge the request even sooner. It seems like another player has also been ignored. No explanation, no maintenance... well, I would complain rather sooner.

Hello, I understand it's crazy or at best difficult to expect. Perhaps your friend found the cause because it really looks like the casino has been having some difficulties. It would be reassuring to be certain it's just a technical problem they will solve. I just can't understand why they still allow players to deposit. No means to criticize, but from where I stand, it would be much more convenient for both sides sending a newsletter with info that the site is going to be under unscheduled maintenance, instead of letting players be stuck in the unknown.

Nope, they just abandoned us. I see many other users here are having the same issues so it's not a coincidence. Its also not a coincidence that not only the live chat support isn't working, but WhatsApp messages are being completely ignored. Its clear they are purposely abandoning their loyal users. allowing deposits is criminal in this circumstance. No announcement or anything. It would be a good idea to warn users to avoid this casino so long as this is the case. again, this is not just my own experience, but pretty much everyone at the moment from what I can see. Very untrustworthy and disappointing.

I see and I understand how it looks from where you stand.

Would you help us recognize the problem more officially through a free complaint feature, please?

The process is designed to help players facing difficulties through mediation, which involves mediators reaching out to the operator. Honestly, usually it's a "the more the better" situation where we explain to the casino how concerned the player has become. Furthermore, we try to inform every casino about every fresh complaint via various sorts of notification, which might create a bit of push. If you know about anyone else stuck with the money, please pass on my regards and invitation to the forum and complaint feature.

Take a look at it, please: https://casino.guru/complaints/create

I can confirm the previous statements regarding FatFruit also.

My account at FatFruit is fully verified (KYC completed), and I have operated this account as a high-tier VIP member with no previous term violations.

The site used to operate as normal until, recently. Then a week ago i requested a rather large withdraw & 6 days after this was submitted the site still just lists the withdraw status as pending.

And for the last week (or maybe more) all the sites customer support communication channels have also been completely disabled without any explanations or information about any technical issues.

Live Chat: Completely disabled on the website.

Email Support: Support emails receive zero replies.

WhatsApp Support: Official WhatsApp channels have been turned off/disabled.

VIP Managers: Gone 

Still the deposit process seems to work as normal....

Hello, that's rather grim news, and I appreciate you sharing.

I'll inform the Data Team, but could you also consider lodging a complaint request? I guess it won't hurt since it's free and you mentioned a larger withdrawal.

If there is a way to get it sorted, it might be worth it.

Hello. I have already made a complaint but it was made at the AskGamblers site.

Just to mention also, the identical customer communication & withdraw issues have bee going on at Rooli Casino also.

This is kind of a "sister" site of FatFruit & these sites shared their VIP hosts with same Whatsapp number / name etc.

Only difference is the Rooli just recently reopened their customer chat & chatbot but they provide no real information there about the ongoing situation.

I'd say it's important to complain given those circumstances; perhaps AG could share more about any findings if something occurs. Anyhow, I informed the Data Team about Rooli too. I greatly appreciate your help in this.

Just for information: FatFruit also openend their chat again last night after a week, but they had no real information to give other than be patient.

Support mails, VIP hosts, Whatsapp, Telegram etc is still missing on both sites +.

Also withdraws are now into the 7 day of "pending" and said to be handeled manually & reviewed case by case over time for both sites.