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NaslovnaPritužbeFatPirate Casino - Zahtev igrača za zatvaranje naloga nije ispoštovan.
FatPirate Casino - Zahtev igrača za zatvaranje naloga nije ispoštovan.
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Index sigurnosti:Ispod proseka
Sigurnosni indeks
Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
The player from the United Kingdom had requested to close her account on February 28th, but the casino did not act on her request, allowing her to continue playing and resulting in financial losses. After multiple communications regarding her gambling issues, her account was finally closed on March 27th. The Complaints Team facilitated communication with the casino, which ultimately processed a refund of £324.35 for the player's losses. The complaint was ultimately rejected, because the player did not respond to finalize the resolution.
Igračica iz Ujedinjenog Kraljevstva je 28. februara zatražila da zatvori svoj račun, ali kazino nije postupio po njenom zahtevu, dozvolivši joj da nastavi da igra, što je rezultiralo finansijskim gubicima. Nakon višestrukih komunikacija u vezi sa njenim problemima sa kockanjem, njen nalog je konačno zatvoren 27. marta. Tim za žalbe je olakšao komunikaciju sa kazinom, koji je na kraju obradio povraćaj od 324,35 funti za gubitke igrača. Žalba je na kraju odbijena, jer igrač nije odgovorio da finalizuje rešenje.
Zatražio sam da se moj nalog zatvori i dobio sam e-poruku u kojoj se traži potvrda u kojoj sam odgovorio da potvrdim da želim da se moj nalog zatvori 28. februara. Ovo nije preduzeto i još uvek sam mogao da nastavim da igram uprkos tome što sam tražio da se moj nalog zatvori, što me je navelo da potrošim više novca i izazove finansijski gubitak. Da li mogu da zahtevam povraćaj novca koji sam izgubio?
I asked for my account to be closed and received an email asking for confirmation in which I replied to confirm I would like my account closed on 28th February. This was not actioned and I was still able to continue playing despite asking for my account to be closed which has lead me to spend more money and cause a loss for me financially. Am I able to request a refund for the money I have lost?
Hvala vam puno što ste podneli žalbu. Veoma mi je žao što čujem za vaše negativno iskustvo.
Prvo, želeo bih da vam objasnim koja je razlika između zatvaranja naloga i samoisključenja:
Zatvaranje naloga je jednostavno i nema skoro nikakav uticaj - igrač može ponovo da otvori nalog u bilo kom trenutku, a kazino nema nikakvu obavezu prema igraču.
S druge strane, samoisključivanje to čini. Ako igrač uspešno izvrši samoisključivanje, kazino se slaže da neće otvoriti ovaj račun ili ako da samo pod određenim okolnostima
(nakon perioda hlađenja, a to se ne može učiniti za igrače koji su zavisni/sa problemom kockanja).
Možete li da navedete razlog za zatvaranje naloga?
Da li je vaš nalog trenutno otvoren? Da li ste ponovo zatražili zatvaranje vašeg naloga iz nekog konkretnog razloga?
Hvala vam puno unapred.
Srdačan pozdrav,
Tomas
Dear Jayda87,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances
(after the cooling off period and this cannot be done for players who are addicted/with gambling problem).
Could you please specify the reason for closing your account?
Is your account currently open? Did you request the closure of your account again due to a specific reason?
Obavestio sam da sam ranije imao problem sa kockanjem i veb lokacija mi je zatvorila nalog.
onda sam se vratio i dozvolili su mi da ponovo otvorim svoj nalog i zamolio sam ih da ga zatvore putem e-pošte, a oni su mi poslali e-poštu tražeći od mene da potvrdim da želim da se zatvori, na šta sam odgovorio da. Dok sam čekao da mi zatvore račun, još uvek sam mogao da napravim nekoliko depozita što ne bih učinio ili mogao da uradim da je moj račun zatvoren.
srdačan pozdrav,
Jamie
Hi Tomas,
I made it aware that I had a gambling problem previously and the website closed my account.
i then relapsed and they allowed me to open my account again and I asked them to close it via email and they emailed me back asking me to confirm that I wanted it closed which I replied yes. Whilst waiting for them to close my account I was still able to make several deposits which I would not have done or been able to do if my account was closed.
Možete li da podelite svoj zahtev za samoisključivanje koji je poslat kazinu? Poslao sam dokaze da ste obavestili kazino o svom problemu sa kockanjem na moju e-poštu tomas@casino.guru
Ako je vaš nalog još uvek otvoren, pošaljite novi zahtev za samoisključivanje kazinu.
Kada se prijavljujete za samoisključivanje, jasno navedite razlog za deaktivaciju naloga i navedite vremenski period. Takođe, imejl „Subject" treba da bude jasno označen i lako prepoznatljiv pošto kazino podrška prima mnogo zahteva dnevno. Ako je označeno vidljivo, imaćete veće šanse da vaš zahtev bude odobren što je pre moguće.
Primer:
Naslov e-pošte: Samoisključivanje
Podaci o igraču:
ime:
prezime:
Rođenje:
Prijava u kazino:
Adresa e-pošte:
„Pozdrav podrška Fat Pirate,
Pišem da vas obavestim da želim da budem odmah isključen iz ovog kazina i da trajno primam marketinški materijal u vezi sa kockanjem.
Razlog moje odluke je da imam problema sa kockanjem.
Potvrđujem da mi neće biti dozvoljeno da poništim svoje samoisključivanje tokom ovog perioda i da se samoisključenje ne može ukinuti pre isteka dogovorenog perioda."
Molimo pošaljite drugu e-poštu na support@fatpirate.com (možete mi poslati CC na tomas@casino.guru u kopiji) i obaveštavajte me o svakom daljem razvoju događaja. Hvala unapred.
Thanks for your reply.
Could you please share your self-exclusion request sent to the casino? Sent the evidence you informed the casino about your gambling problem my email at tomas@casino.guru
If your account is still open, kindly send a new self-exclusion request to the casino.
When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Fat Pirate support,
I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@fatpirate.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear Jayda87,
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.
gorenavedena e-poruka je poslata i poslao sam vam kopiju na zahtev.
poslao sam im još jedan e-mail 19. marta sa molbom da zatvore svoj nalog i to još nije preduzeto. To sada zaista utiče na moje mentalno zdravlje i ozbiljno patim, sada sam u ogromnom finansijskom gubitku. Obavestite me o sledećim koracima što je pre moguće.
srdačan pozdrav.
Jamie
Hi Tom,
the above email has been sent and I have CC’d you in as requested.
i sent another email to them on 19th March asking to close my account and this has not yet been actioned. It is really affecting my mental health now and I am suffering severely, I am at a huge loss now financially. Please let me know the next steps as soon as possible.
Tom, veb lokacija još uvek nije ugasila moj nalog, još uvek mi šalje promotivne e-poruke i SMS-ove i još uvek sam mogao da se kockam na ovoj veb stranici, gubeći još novca. Molim vas, mogu li hitno zatražiti vaš odgovor jer me ovo zaista pogađa
Tom, the website still has not shut down my account, is still sending me promo emails and SMS and I have STILL been able to gamble on this website, loosing further money. Please, can I ask for your response as a matter of urgency as this is really really affecting me
Hvala vam puno, Jaida87, što ste dali potrebne informacije. Vašu žalbu ću sada preneti kolegi Mateju ( matej.l@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Jayda87, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Zovem se Matej i pomagaću vam u ovom slučaju. Daću sve od sebe da vam pomognem da rešite ovaj problem što je pre moguće. Da li imate bilo kakve e-poruke ili snimak ekrana razgovora na kojima vas možemo videti kako obaveštavate kazino o zavisnosti od kockanja, pre e-pošte poslatog 20.3.2025?
Želeo bih da pozovem predstavnika FatPirate kazina da se pridruži razgovoru i takođe učestvuje u istrazi ovog slučaja. Da li biste mogli da pružite dodatne informacije u vezi sa pitanjem samoisključenja i razjasnite situaciju? Takođe bih vam bio zahvalan ako nam pružite sve relevantne dokaze. U slučaju osetljivih informacija možete mi direktno poslati e-poštu na matej.l@casino.guru .
Hvala vam unapred na strpljenju i saradnji.
Hello Jayda87, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Do you have any e-mails or conversation screenshot where we can see you informing the casino about gambling addiction, prior to the e-mail sent on 20/03/2025?
I’d like to invite a representative of FatPirate Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. In case of sensitive information you can e-mail me directly at matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
nemam nijedan snimak ekrana, ali mogu da vas uverim da sam razgovarao sa mnogim savetnicima i rekao im o svom problemu sa kockanjem, svaki od njih me je otpustio i rekao da im pošaljem e-poštu, što sam i uradio mnogo puta. Bio sam ignorisan.
moj nalog je sada zatvoren nakon što sam juče razgovarao sa nekim preko tog ćaskanja i objasnio im koliko ovo utiče na mene i tek tada su me shvatili ozbiljno!
Samo se pitam sada kada je moj račun zatvoren, kako mogu da tražim da mi vrate gubitke pošto sam ih molio da mi zatvore račun.
srdačan pozdrav,
jamie
Hi Matej,
i don’t have any screenshots but I can assure you I have spoken to many of the advisors and told them of my gambling issue, I got dismissed by every one of them and got told to email them, which I did many times. I was ignored.
my account has now been closed after speaking to someone via that chat yesterday and explaining to them how much this is affecting me and they only then took me seriously!
just wondering now that my account is closed, how I can look in to getting my losses returned back to me since begging them to close my account.
Poštovani Jaida87 , bez ikakvog dokaza (snimke ekrana vaših razgovora sa agentima za ćaskanje uživo, ili komunikacije putem e-pošte) biće nemoguće bilo šta dokazati. U dokazima koje ste dali, spomenuli ste samo zatvaranje računa dok ne zatražite ponovno otvaranje. To se smatra kao redovno zatvaranje naloga i stoga ne možemo da zahtevamo povraćaj novca od kazina.
Zvanično, 27.03.2025. zatražili ste pravilno samoisključivanje, a nalog je zatvoren sledećeg dana, što je veoma pohvalno na strani kazina.
Međutim, imamo problem sa poništavanjem bilansa po zatvaranju računa, jer je to pravilo krajnje nepravedno i protivno našem Kodeksu fer kockanja . Možete li potvrditi koliko ste pravog novca imali na računu 28.03.2025.
Hvala vam na brzom odgovoru, FatPirate Casino , veoma cenjeno! Možete li da potvrdite da je nalog zatvoren i označen kao „zatvoren zbog zavisnosti od kockanja" bez opcije za ponovno otvaranje i da će prestati i sva marketinška komunikacija? U slučaju da je postojao stanje na računu na dan zatvaranja, da li biste razmotrili refundiranje navedenog iznosa igraču? I na kraju, da li biste razmotrili brisanje termina koji navodi da je po zatvaranju računa sav saldo poništen - ili ga barem promenite za poštenu verziju?
Dear Jayda87, without any proof (screenshots of your conversations with live chat agents, or e-mail communication) it will be impossible to prove anything. In the evidence you provided, you have only mentioned closing the account until you request re-opening. That classes as a regular account closure and thus we can't request a refund from the casino.
Officially, you have requested a proper self-exclusion on 27/03/2025, and the account has been closed the next day, which is very commendable on the casino's side.
However, we do have a problem with the voiding of the balance upon account closure, as that rule is extremely unfair and against our Fair Gambling Codex. Can you please confirm how much real money did you have on your account on 28/03/2025?
Thank you for the quick response, FatPirate Casino, much appreciated! Could you please confirm the account has been closed and marked as "closed due to gambling addiction" without an option for re-opening and that all marketing communication will cease as well? In case there was a balance on the account at the day of closure, would you consider refunding said amount to the player? And lastly, would you consider deleting the term stating that upon account closure all balance is void - or at least change it for a fair version?
Poslao sam e-mail kako je Tomas savetovao pre dve nedelje da fatpirate 20. marta (pogledajte fotografiju u prilogu) u kojoj jasno stoji da imam problema sa kockanjem.
Tražio sam ovo putem ćaskanja i rečeno mi je da pošaljem e-poštu, ali sam ljubazno rekao agentu da sam to uradio. Još uvek nisam dobio odgovor. Zatim sam ponovo poslao e-poštu 23. marta i kontaktirao drugog agenta putem ćaskanja uživo, rekavši im da mi treba hitna pomoć pri zatvaranju naloga.
Poslao sam istu e-poštu nekoliko puta 24. - i dalje me ignorišu i agenti su mi rekli da moram da pošaljem e-poštu.
slao sam imejl obojici i VIP@fatpirate.com. Poslao sam fotografije dokaza putem e-pošte.
Za to vreme, nakon što sam jasno rekao putem e-pošte i ćaskanja uživo da imam problem sa kockanjem i da to ozbiljno utiče na moje zdravlje, uspeo sam da napravim depozite što nije trebalo da bude dozvoljeno.
Moj nalog je zatvoren tek 27. (nedelju dana kasnije) nakon što sam rekao agentu u ćaskanju uživo da sam izuzetno ranjiv i da nešto treba da se uradi sada pre nego što se nanese dodatna šteta.
Da li je normalno da me ignorišu nedelju dana uprkos tome što sam izričito rekao da imam zavisnost od kockanja i da je to hitna stvar i rekao nekoliko agenata putem ćaskanja?
Napravio sam preko 100 funti depozita nakon što sam tražio da se moj račun trajno zatvori, o čemu rado pružam dokaz, o čemu bi fatpirat takođe trebalo da ima dokaz.
srdačan pozdrav,
Jamie
Hi Matej,
I sent an email as advised by Tomas two weeks ago to fatpirate on the 20th March (see photo attached) clearly stating I have gambling problems.
i chased this up via chat and was told to send an email but kindly told the agent I have done this. I still did not get a response. I then sent the email again on 23rd March and contacted another agent via live chat, telling them I need urgent help closing my account.
I sent the same email several times on the 24th - still getting ignored and being told by agents that I need to email.
i was sending the email to both support@fatpirate.com and VIP@fatpirate.com. I have sent the photos of the email proof.
During this time, after clearly stating via email and live chat that I have a gambling issue and it is causing a severe affect to my health I was able to make deposits which should not have been allowed.
My account was only closed on the 27th (one week after) after I told an agent in the live chat that I was extremely vulnerable and something needs to be done now before further harm is caused.
Is it normal to be ignored for a week despite explicitly stating I have a gambling addiction and it is an urgent matter and telling several agents via the chat?
I made over £100 deposits after asking for my account to be permanently closed, which I am happy to provide proof of, which fatpirate should also have proof of too.
Uz moju prethodnu e-poštu, priložio sam kopiju mojih izjava koje odražavaju depozite koje sam dao, a koje nije trebalo dozvoliti nakon datuma kada sam zatražio da se moj nalog trajno zatvori kao stvar hitno zbog problema sa kockanjem. Ukupni depoziti iznose £
324.35
Further to my previous email, I have attached a copy of my statements reflecting the deposits that I made which should not have been allowed to happen after the date in which I asked for my account to be closed permanently as a matter of urgency due to my gambling issue. The deposits total to an amount of £
Voleli bi da zamolimo kazino da odgovori na ovu pritužbu. Produžujemo timer za 7 dana. Ako kazino ne odgovori u predviđenom roku, prigovo ćemo zatvoriti kao "nerešen", što može negativno uticati na rejting kazina.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hvala vam na ažuriranju, FatPirate tim , obavestite nas čim se račun zatvori i kakav je vaš stav o traženom povraćaju sredstava. Hvala.
Thank you for the update, FatPirate Team, please let us know as soon as the account has been closed, and what is your stance on the requested refund. Thanks.
Poštovani Jaida87 , ako možete da odgovorite na e-mail kazina, a zatim da nas ažurirate sa trenutnim statusom žalbe, to bi bilo veoma zahvalno :)
Dear Jayda87, if you can reply to the casino's e-mail and then update us here with the current status of the complaint, that would be much appreciated :)
Pored ponude za iznos refundiranja, ljubazno vas molim da preispitate iznos koji će biti bliži stvarnim gubicima nakon moje hitne e-pošte da trajno zatvorim svoj nalog. To je izazvalo značajne finansijske poteškoće i emocionalnu štetu i ljubazno molim da se to razmotri.
Stvarni iznos gubitaka koji sam izračunao gde je 324,35£.
srdačan pozdrav,
Jamie
Hello, I have sent the following email in response -
Hello,
Thank you for you reaching out to me.
Further to the offer to the refund amount, I kindly ask that you reconsider the amount to meet closer to the actual losses following my urgent email to permanently close my account. It has caused significant financial hardship and emotional damage and I kindly ask for this to be considered.
The actual amount of losses I calculated where £324.35.
Zdravo Matej, priložio sam kopiju mojih izjava od pre nedelju dana koje odražavaju depozite uplaćene posle 20. marta kada sam poslao zvaničnu e-poštu da trajno zatvorim svoj nalog. Da li želite da vam ih ponovo pružim?
Hi Matej, I attached a copy of my statements here one week ago reflecting the deposits made after the 20th March when I sent an official email to close my account permanently. Would you like me to provide these again?
Ako su to bili vaši poslednji depoziti, onda nema potrebe da ih ponovo šaljete. Osim ako niste deponovali više, posle 28. marta. U suprotnom, sačekaćemo odgovor kazina. U slučaju da odgovore na vaš e-mil, a ne ovde, bio bih vam zahvalan ako biste mogli da stavite red ili dva ovde, sa ažuriranjem. :)
If those were your last deposits, then there is no need to re-sending them. Unless you have deposited more, after the 28th March. Otherwise, we will wait for the casino's response. In case they reply to your e-mil and not here, I would appreciate if you could drop a line or two here, with an update. :)
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear Jayda87,
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.
Nažalost, Jaida87 nije odgovorio na moje poruke i pitanja. Shodno tome, nisam u mogućnosti da dalje istražujem i potvrdim da sam primio povraćaj novca, tako da nemam izbora osim da odbijem ovu žalbu. Želeo bih da se još jednom zahvalim FatPirate timu na brzom rešavanju ovog problema. Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku, ako je potrebno.
Unfortunately, Jayda87 has not responded to my messages and questions. Consequently, I am unable to investigate further and confirm receiving the refund, hence having no choice but to reject this complaint. I would like to once again thank the FatPirate Team for prompt dealing with this issue. The player can re-open this complaint at any time, if needed.
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