The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. After confirming that the recommended time frame had passed, the player reported that the payment had arrived successfully. The issue was marked as resolved by the Complaints Team, who appreciated the player's cooperation.
FatPirate Casino - Player claims that payment has been delayed.
Amount: €300
FatPirate Casino
Safety Index:Above averageSafety Index
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7.0
FatPirate Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Hello, the thing is, I deposited on Friday and won, and I wanted to withdraw at 7 p.m. I submitted a request, and now I keep getting the same response from live chat. It's being processed. We're having internal problems, etc., and email support doesn't respond at all. Unfortunately, I would find it a real shame if I didn't get my money, because every support request gets a different response. First of all, a support employee just said my selection would be paid out in 2 hours. Nothing has happened since then.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear JasminSC,
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.
Public
Public
1 month ago
Translation
As I understand it, it won't be processed until after 14 days, right?
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear JasminSC,
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.
Public
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1 month ago
Translation
Hello, the payment arrived today, thank you for your help
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear JasminSC,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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/www.kpvfaw.com. 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,
Dominika
www.kpvfaw.com
