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?

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?

Thank you very much in advance.

Best regards,

Tomas

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.

kind regards,

Jamie

To confirm, my account is still open

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 [email protected]

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 [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments. Thank you in advance.

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.

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.

kind regards.

Jamie

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

Thank you very much, Jayda87, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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.

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 [email protected].

Thank you for your patience and cooperation in advance.

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.

kind regards,

jamie

Dear all

Kindly be informed that customer account is permanently closed.

Best Regards

FatPirate Casino

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?

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 [email protected] and [email protected]. 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.

kind regards,

Jamie

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 ￡

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 Jayda87,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further.

As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

FatPirate Team

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.

Dear Jayda87,

Thank you for your patience.

Kindly ask you to check your personal email as we send you a email reply regarding your case.

Thank you and have a great day.

Best Regards,

FatPirate Team

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 :)

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.

Kind regards,

Jamie

While waiting for the casino's reply, would you mind sharing the cashier history or some details regarding the requested refund amount, please?

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?

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. :)

Dear Jayda87,

Thank you for your patience.

Kindly be advised that the information needed for your refund is sent via your personal email.

Please check your email and provide the needed documents in order to complete this situation.

Thank you and have a great day.

FatPirate Team

Big thank you to the FatPirate Team for looking into this situation for us, and providing an update!

Dear Jayda87, please let us know once you receive the refund, and whether that would make this complaint resolved to your satisfaction.

Dear Jayda87,

Thank you for your patience.

Kindly be advised that the Refund is successfully paid and you will receive your money into your bank account in short period of time.

Best Regards,

FatPirate Team

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.

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.