The player from Germany had successfully withdrawn €500 from her winnings at FatPirate but faced issues with the other two withdrawals of €500 each, which were canceled due to verification. After she provided all requested documents, her account was blocked without further explanation, and she had not received any responses to her emails despite extensive communication efforts over the previous two months. The Complaints Team made multiple attempts to contact the casino for clarification but received no response. Consequently, the complaint was closed as unresolved, highlighting the lack of regulatory oversight for the casino. Later, the casino provided evidence of a violation of their Anti-Money Laundering policy, stating that the funds in her MiFinity wallet had originated from a third party, leading to the rejection of her complaint as unjustified.
FatPirate Casino - Player's account has been closed without reason.
Amount: €1,000
FatPirate Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Good day,
I deposited at FatPirate on January 31, 2025 and won €1,500, which I would like to have counted. The first €500 went into my account without any problems. However, the other two withdrawals of €500 each were canceled due to verification. I followed up on this and uploaded all the documents requested. This included my ID (front and back), proof of address, a selfie with the casino in the background of the browser, and myself. These documents were all successfully verified, and they were certain that I was the person in question. But now the big problem: I was then asked to upload documents from MiFinity, as well as a transaction history from my bank account for the entire month of January. I uploaded this successfully. I also uploaded the deposit as a PDF file when requested. But after that, they simply blocked my account, and I can no longer log in. For me, this is a clear sign of manipulation, and they are trying everything to prevent me from processing my withdrawals. I've been stuck in live support for two months, and they tell me to write an email and they'll take care of it. I've followed all of the requests I've been given (I always asked specifically in live support), and then they just block me? I've written at least 10 emails in that time, and in two months I haven't received a single response. This is clear fraud in my opinion, because my verification was successful. I have over 50 screenshots as proof of what they wrote in live support, which I needed, and I always uploaded the correct ones.
I ask for help!
Dear nenapetrus97,
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 advise which games you focused on - slots, live casino, sports betting, etc.?
- When exactly did you create your casino account and when was it closed?
- Did you accumulate your winnings with or without an active bonus?
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
Hello,
I only played slot machines like Wanted, Densho, etc. No live casino or sports betting.
I opened the casino on 31.01.25 and it was closed last week after I successfully uploaded the last requested document
I used a bonus but it was non-sticky, but I canceled it, so no bonus terms and conditions were violated because I only had real money after the cancellation
Kind regards, Nena
Thank you very much for your reply, nenapetrus97. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
Figure 5b and Figure 6 attached here
Thank you very much, nenapetrus97, for your cooperation. I will now transfer your complaint to my colleague Kubo ([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.
Dear nenapetrus97,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the FatPirate Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear FatPirate Casino,
Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?
Thank you in advance for your response!
Best Regards,
Kubo
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.
You can see that they are scammers because they don't even respond despite successful verification. I have NEVER received an answer by email. STAY AWAY FROM THIS CASINO
Not even able to stand up for myself and make a statement here, because they know I've been successfully verified and are doing everything they can to prevent my money from being paid out. If I were the Casino Guru team, I would give this casino the worst rating and warn all players not to even attempt to open this site. Of course, it's a bitter pill to swallow for my money, but then no one should register there anymore, so that no more players have to get frustrated when they want to pay out winnings! So I urge everyone who reads this to stay away from this site! I hope enough people read this!
Dear nenapetrus97,
I have made multiple attempts to contact FatPirate Casino, but unfortunately, I have not received any response. Without cooperation from the casino, there is very little that can be done to resolve the matter. Since FatPirate Casino operates under a Costa Rican license - which does not provide a regulatory body or player protection measures - and the casino does not appear to be affiliated with any Alternative Dispute Resolution (ADR) service, there is no official authority to escalate the issue to.
I will now close the complaint as unresolved.
I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.
I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.
I am sorry we could not be of more help on this occasion.
Best Regards,
Kubo
Dear nenapetrus97,
We’ve reopened this complaint at the request of FatPirate Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear FatPirate Casino,
Could you please provide a detailed explanation regarding the reasons for the account closure? Additionally, I kindly ask you to substantiate any allegations with supporting evidence. You may either share the relevant materials directly in this thread or send them privately to my email at [email protected].
Thank you for your cooperation.
Dear all,
We are truly sorry for the delay in handling this case. Your patience is very much appreciated!
We are currently checking this with the relevant department. We will let you know as soon as have an update from them!
Best regards,
FatPirate team
Dear Kubo,
We have sent you an email.
Best regards,
FatPirate team
That doesn't change the fact that you don't want to pay out my winnings and have simply blocked my account. How about explaining why you haven't contacted me for two months, for example?
Dear nenapetrus97,
I would like to inform you of the outcome of our investigation.
The casino has provided evidence indicating a serious violation of their Anti-Money Laundering (AML) policy. Specifically, while the deposits to your casino account were made via your MiFinity wallet, the funds in that wallet originated from a third party. As a result, your casino account was funded from unverifiable sources.
Unfortunately, in such cases, the casino has both the right and legal obligation to verify the origin of funds flowing through its platform. Given the nature of this violation, we are unable to provide further assistance in this matter and must reject your complaint as unjustified.
I understand this is not the resolution you were hoping for, but the evidence presented is clear and compelling.
Thank you for your understanding. If you experience any issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We're always here to support you.
Best Regards,
Kubo
