FatPirate Casino - Igrački račun ostaje zatvoren uprkos zahtevima.

This is a long story and looking at the amount I am so ashamed

i I realised I had a huge gambling problem in December of last year I contacted Fat Pirate by live chat in December 27th and told them I had a gambling problem I was told to email them to close my account which I did nothing happened I then contacted them again in February by email nothing happened I received an email in March saying that they had closed my account which they never did

i then gambled alot as you can see more because you can use your credit cards via apple pay you can’t do this on most sites i then got to May 23rd and realised I couldn’t go I contacted live chat and explained to the first person I contacted and told them I had a huge gambling problem and begged them to close my account he kept on telling me to contact them by email I told him I was in a bad way and quite frankly in a dark place he then went off line I proceeded to log back in as I had already had issues by trying to close my account by email the second person I spoke to was a little more helpful

i then contacted them by email the next day and then found out apparently my email I was contacting them with wasn’t the one I registered with so I was in disbelief of all of this so every email I sent to them which I can see was a lot kept coming back with the same response they could t look into my complaint until I sent them the correct email I started to realise maybe I did as it has happened before it was a mistake by 1 letter so I sent them what I thought was wrong and yet again still had the same response

i them contacted live chat and told them what happened and then they agreed this was it and closed my accoun

i was already told this had happened

i I am at my wits end they are not responding to my complaint at all if my email address was wrong and they didn’t recognise it back in December why didn’t they email me then coz for sure now they can and why was I told my account was closed in March

I am not fully blameless in this but I had tried my utmost to close my account with them so many times

Dear Barney01,

Thank you very much for submitting your complaint. I’m sorry to hear about the struggles you’ve had and the difficulties you faced trying to close your account at FatPirate Casino.

To better understand the full context of your case and to assist you more effectively, could you please provide answers to the following questions:

• Could you list all the email addresses to which you attempted to send closure or self-exclusion requests to the casino?
• Do you remember if you ever received any confirmation (automated or manual) from the casino when you sent your first request in December?

You are also welcome to forward any relevant communication, including email exchanges and live chat transcripts—not just screenshots—to petronela.k@casino.guru. This will help us verify to which email addresses your requests were sent and how the casino responded over time.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

good morning f I have tried to send emails to the a be email but they are being sent back as a wrong email

Hi I sent them one in December

one in February

i then had a reply in March asking me to confirm my request which I did confirm

at this time there was an problem with my email I had made a spelling mistake by one letter they had never replied to me asking me to provide the correct email

but since I had raised the complaint about the way I was treated in May they have told me the email address was wrong

can I also add this is in the back of me

spaeking on live chat

the email address was support@fatpirate.com

Hi,

Thank you very much for your messages and for sharing the relevant communication with us.

To ensure we fully understand the sequence of events and can proceed with your case accordingly, we have compiled the following timeline based on the information you've provided:

Timeline of Events – FatPirate Casino

• 28 December 2024 – You sent an email to support@fatpirate.com requesting the closure of your account. (No mention of a gambling problem at this point.)
• 17 February 2025 – You contacted kyc@fatpirate.com, this time explicitly mentioning your gambling problem.
• 20 March 2025 – The casino responded, stating that your balance would be forfeited if your account were to be closed, and asked for confirmation.
• 20 March 2025 (same day) – You replied confirming that you agree to the account closure and forfeiture of the balance. However, all communication remained with kyc@fatpirate.com.
• 23 May 2025 – You sent an email to support@fatpirate.com, stating that during a live chat you mentioned both your gambling problem and having suicidal thoughts.

Could you please review this timeline and confirm whether it is correct?

If there are any details that need to be added or corrected, feel free to let us know.

Your confirmation will help us move forward with your case more effectively.

Good Afternoon

yes this is all correct I also contacted live chat asking to close my account and was told to email them

Hi

I contacted live chat on MOnday as they sent me an email that made no relevance to my complaint

the support agent assured me that they would get back to me

this is an ongoing issue with Fat Pirate they never respond to any email

Thank you, Barney01.

Before we proceed further, could you please confirm two important points:

• Is your account currently still open, or has it been officially closed following your most recent communication with the casino?
• Did you make any deposits after March 20, 2025—the date when you confirmed your request to close the account and agreed to the forfeiture of your balance?

These details are crucial for us to fully understand the situation and assess whether the casino took the appropriate steps following your request.

Looking forward to your reply.

Yes it was closed in May after me begging them to do so on live chat

And yes shameful to say I did make a lot of deposits since my request in March

No refunds were made and the lack of correspondence has been awful

Hi I received an email from fat pirate this morning after weeks of my first complaint they were quoting 6.2.2 on their terms and condions around playing with a bonus so no refunds can be refunded

i was in disbelief as this has no bearing on my complaint

I replied to them saying that this is not the issue and said you are not answering my complaint

then in astonishment they replied saying that the email address was

not recognised and to email them with the correct one this has been done

the stress of this is really effecting me

Hi

sorry ti bother you again I have received yet another email regarding yet again that they have the wrong email address

i am under so much stress with all this I don’t understand how they can keep asking for the correct email at no point was this raised when I was asking for my account to be closed

Can I ask if you have been in contact with fat pirate

This is the awful reply I have eventually had off fat pirate today I am in a state of disbelief

Thank you very much, Barney01, for providing all the necessary information. I will now transfer your complaint to my colleague, Martin (martin.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hi thank you for your help I was wondering why Martin is taking over

Hello Barney01,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Regarding your question - I am taking over as I am one of the dedicated people who deal with complaints regarding responsible gambling issues. Now, as the first order of business, I would like to invite the FatPirate Casino representative to enter the discussion.

Dear casino representative,

can you please check the case and explain your side of the issue to us? Just to let you know, after carefully evaluating all currently available evidence, we believe the player is entitled to receive a refund of the deposits made after 20th of March. In case you have any questions, or evidence relevant to this case, you are welcome to send it to martin.l@casino.guru, or post it here in the thread.

Hello Martin,

We hope you find this message well.

We want to inform you that we have sent an email to you related to this case.

We will kindly wait for your update.

Kind regards,

FatPirate team.

Dear parties,

I can confirm we have received an email from the casino. Investigation is ongoing on our part.

Hi Martin

I have tried to email you regarding your response

i am sorry to ask you but how long do you think this investigation will take

but it’s taking it’s toll on me finically

thank you for your help

regards

lisa

Hello,

I will try to update the thread on Monday.

Hi zMartin

are there any updates for me

I am sorry to keep asking

nut I have bills that I’m struggling to pay

regards

lisa

Dear Barney01.

I apologize for the late reply, but I want you to know I tried my best to come to a different solution. I know this hasn’t been easy for you, and I truly wish I could give you a better outcome. After going through the evidence sent from the casino, I have to say that while I personally sympathize with your situation and feel you made a genuine effort to close your account, the issue mainly comes down to the fact that your original requests didn’t come from the email address linked to your casino account. Because of that, the casino couldn't match you with the account right away, and from a technical and legal point of view, that limits what we can ask of them.

To be honest with you, if I were making the final call purely based on fairness and intent, I’d probably be leaning more in your favor. You clearly tried to do the right thing, and I believe you when you say you were struggling and reaching out for help. Unfortunately, the rules we follow here are quite strict when it comes to verification and timelines, and unless there’s a clear policy violation or mishandling by the casino, we’re limited in what we can push for.

Please know that even though we can’t force a refund in this case, that doesn’t mean your situation hasn’t been heard or taken seriously. I truly wish you the best in your recovery, and if there’s ever anything I can help with in the future, don’t hesitate to reach out.

I will now be forced to regretfully reject your complaint.

Best Wishes,

Martin