FatPirate Casino - Dobici igrača se konfiskuju.

After I completed the wager with their deposit bonus, they deleted roughly 10 000€ of my winnings, claiming the max cashout of a bonus is 5x the bonus amount according to their terms. This is correct only with no-deposit bonuses. My bonus was a deposit bonus and there was no max cashout limit indicated anywhere. After I told that their support they simply started ignoring them and I have not heard from then since that.

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Dear luggef3,

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 understand the whole situation completely.

• Could you please clarify which bonus you played with? Please post a link or promo code you used to activate the offer.
• Have you played with any bonuses at this casino before?
• Do I understand correctly that you contacted the casino support regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina,

I have forwarded you the emails in which the bonus was offered to me and I complained about the unrightfull deleting of my winnings. It was the second deposit bonus I used on the site, I lost the first one.

Update: I now received an email from their support where they apologize for their mistake, claiming they can now do nothing as the funds were already deducted. What a scam it's unreal.

Dear luggef3

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello luggef3, 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.

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 maximum cash out and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request.

Best regards,

FatPirate Team

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.

Dear all,

We sincerely apologies for the such delay in our response.

Unfortunately! We are still waiting for a clarification from a relevant department. Once, we receive the requested clarification we would be able to provide an update accordingly.

We humbly request both luggef3 and Matej to please be little more patience with us, as we should be able to provide an update in the nearest time.

Your patience, understanding and co-operation in this situation are truly appreciated!

Kind regards,

FatPirate Casino team.

Dear FatPirate Casino, I will extend the timer by an extra week. If there is no development, I will be forced to close the complaint as unresolved, which may negatively impact the casino's safety rating. Thank you for your understanding.

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.

I have messaged to all available contacts we have, and hopefully we can get a response before the timer runs out.

Dear Matej,

We have sent you an email attached evidence showing the deducted amount is 5,179.91 EUR.

We are looking forward for your update.

Kind regards,

FatPirate Casino team.

I would liek to thank the FatPirate Casino for detailed explanation of the situation, and suggested resolution. Much appreciated.

Dear luggef3, I am happy to let you know that the casino has contacted me with the details regarding your complaint, and found a solution that I hope you will be satisfied with.

The team investigated the case internally, and concluded that a mistake has happened on their part. When offering the bonus, crucial information about maximum winnings cap has not been provided. As an apology, the casino will reinstate the voided winnings of 5,179 EUR into your casino account. This money can be used for either playing or withdrawal - depending on your preference.

I have also reviewed your cashier and gameplay history, and as it is in line with the information provided by the casino, I will adjust the disputed amount for this complaint into 5,179 EUR.

Please, let me know if you are satisfied with this outcome, and if you have any questions, do not hesitate to ask. Thank you.

Dear Matej,

That's great to hear! Yes, I'm completely satisfied with the result and I'm already thanking you! However, I haven't received any credit yet.

Lieber Matej,

das freut mich zu hören. Ja ich bin mit dem Ergebnis völlig zufrieden und bednke mich schon mal! Ich habe allerdings noch kein Guthaben erhalten.

Dear luggef3, thank you for the confirmation. :)

And not to worry, I will keep the complaint open, until you confirm receiving the money on your casino account.

Dear Matej,

I still haven't received any credit.

Lieber Matej,

Ich habe immer noch kein Guthaben erhalten.

Thank you for the update.

Dear FatPirate Casino, can you please let us know what is the issue and if there is still something you need from the player, to process the payment? Thank you.

Dear luggef3,

We sincerely appreciate your time and patience.

We are pleased to inform you that we have credited 5,179 EUR to your balance.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities.

Best regards,  

FatPirate Casino team.

Dear Casino,

I have successfully created a withdrawal request and am waiting for your processing.

Dear FatPirate Casino, please let us know once the payment has been processed on your end. Thank you.

Dear luggef3, if you manage to receive the payment before the casino representative responds in this thread, feel free to use the "RESOLVED" button or just drop a quick line in the thread if you are happy with the outcome. Thank you.

Dear luggef3,

We are happy to confirm that your withdrawal requests attempted on January 2, and January 3, 2026, has been processed, and the money has been sent from our side on January 6, and January 7, 2026.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards. 

Regarding your current pending withdrawals, we will make every effort to assist you and provide you with an update related to it at the earliest opportunity.

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Kind regards,

FatPirate Casino team.

Thank you very much for the confirmation, FatPirate Casino. :)

Dear luggef3, if you could either confirm the reception of money via this thread or use the "resolved" button once the payment is received, that would be much appreciated. Thank you. :)

Dear luggef3,

Once again, we are happy to confirm that your recent pending withdrawal requests attempted on January 6, and January 8, 2026, has been processed, and the money has been sent from our side on January 10, and January 12, 2026.

A kind reminder, the funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards. 

We would also want to inform that at this moment, we do not observe any further pending withdrawals associated with your account. 

We are looking forward for your update.

Kind regards,

FatPirate Casino team.

Dear Casino,

I have received most of the payments. €1500 is still missing.

Liebes Casino,

Ich habe die meisten Auszahlungen erhalten. Es fehlen aktuell noch 1500€.

Dear FatPirate Casino, can you please check whether the whole amount has been processed? Thank you.

Dear luggef3,

We are pleased to inform you that your last withdrawal attempted on 14th January 2026, has been successfully processed, and the funds were dispatched from our end on 16th January 2026.

The funds may take between 3 to 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We would also want to inform that at this moment, we do not observe any pending withdrawals associated with your account. 

We trust that this information will assist in clarifying the matter for you.  

Our team extends its best wishes for your future endeavors. 

Warm regards,

FatPirate Casino team.

Thank you, FatPirate Casino, for the confirmation.

Dear luggef3, please let us know once you receive the money, or alternatively you can use the "issue has been resolved" button - whichever you prefer. Thank you.

Dear Party,

I received all the funds. Thank you for your help!

Liebe Parteie,

Ich habe alle Gelder erhalten. Dnk für die Hilfe!

Dear luggef3,

I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the FatPirate Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. 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, 

Matej

Casino.Guru