The player from Spain faced issues withdrawing his funds after making a second deposit, as the casino required him to fully wager each deposit before allowing withdrawals. After his account was blocked from further bets, he attempted to contact the casino since March 7th without receiving a solution. The Complaints Team tried to engage with the casino for clarification but received no response. Consequently, the complaint was marked as "unresolved," and the player was advised on the lack of player protection under the casino's licensing authority. Eventually, the casino agreed to process the player's manual withdrawal after reopening the complaint, and the player confirmed receipt of the funds, leading to the complaint being marked as 'resolved.'
FatPirate Casino - Player’s withdrawal is delayed and account is restricted.
Amount: €276
FatPirate Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
I have a rather significant problem with this casino after registering and betting in live casinos and on sports shortly afterward. After experiencing losses, I made a second deposit, and to withdraw the money from this bookie, each deposit must be wagered in full. From that moment on, they blocked me from placing any bets or playing at the casino, and I'm not allowed to withdraw my money. After speaking with them via chat, they've given me the runaround, ignoring me, and I've emailed them since March 7th, and they haven't offered me any solution. I find it laughable that they don't even allow you to play your money or even withdraw it. It makes no sense, and that's why I'm filing this complaint against this casino to get my money back.
Dear Pabloiglesias,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FatPirate Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your balance of 276€ purely coming from your deposits? Have you ever engaged in any gaming activities with your deposits before the gameplay was restricted?
- When did you complete the account verification in the casino?
- Could you please share any recent attempts at communication with the casino where you attempted to resolve the issue and the casino's responses? My email is [email protected]
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Good afternoon Tomás, sorry for the delay in my response, I will answer your questions:
-If I played with my deposits, what happened was that after losing the money I had to make a second deposit and that's when I had €50 left to play, but I was limited in both casino games and sports betting.
-I didn't complete my account verification because I haven't been asked to do so yet since I already have my money in the account.
-Of course, I'll send the screenshots to your email.
All the best
Pablo *****
Thank you very much, Pabloiglesias, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([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 Pabloiglesias,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.
We would like to invite FatPirate Casino to join the conversation.
Dear FatPirate Casino,
Can you please explain why the player is unable to place any bet in any game genre? How should the player fulfil the wagering to be able to receive the winnings? If there are specific details related to this case that cannot be disclosed publicly, I kindly request that you send them to me at [email protected].
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 Pabloiglesias,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Although Justbit Casino appears to be licensed in Costa Rica, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. Since there is no avenue to file an official complaint with the licensing authority or an Alternative Dispute Resolution (ADR) service, there are sadly no further actions that can be pursued.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
I can only recommend selecting casinos based on their reviews and ratings, and only participating with those that possess a valid, reputable license and a good reputation moving forward to prevent similar issues. I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
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,
We are looking forward to your clarification of the situation.
Dear all
Thank you for your patience.
Kindly be informed that customer gaming account has been closed as per administration decision, we would kindly ask the customer to provide us with the following bank details in order for us to manual withdrawal his remaining balance of 276 euro :
* Full Name (please include all names including middle names)
* Bank Account’s Owner name
* IBAN/Account no.
* Bank Name
* Bank location (Country)
* SWIFT/BIC
If you have any additional questions don't hesitate to ask us.
Best Regards
FatPirate Team
Dear Pabloiglesias
Thank you for your patience.
Kindly be informed that your bank details has been forwarded to relevant department , we would get back to you as soon as we have any news regarding your manual withdrawal.
Best Regards
FatPirate Team
Thank you all for your responses.
Dear FatPirate Team,
Please let us know once the manual withdrawal is processed from your side.
Good morning
I confirm receipt of the withdrawal into my account. Thank you all very much for your cooperation.
All the best
Pablo Iglesias Garcia
Dear Pabloiglesias,
Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, Pabloiglesias, 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 Rate 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,
Michal K
Casino Guru
