Hello , there is casino Fatfruit where i played and won 360 euro , and even completed full kyc , and got verified , now casino closed my account and hold my winnings as hostige and ask me to take pictures of my apartment with me whiich makes me feel unsafe about my privacy , it makes me feel threated , i sent them ID both sides , selfie +ID , bank statement pdf file , SELFIE+ ID + note with their asked text , it feels like they have somekind of fetish on me. Its really disgusting.... and they are not paying out my winnings which is ridicolous absurd.

They wont even tell why I am being banned just asking for inpropriate pictures which are against of privacy policy .

Dear robisozols1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FatFruit Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the reasons for the blocking of your account and requests for verification documents and private information? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Hello Tomas , i was really shocked and only now noticed your response , i will answer each question one by one.

? I was player for like 2-3 days , i dont remeber what day i registrated my account but I noticed that my account was closed on 26th of February.

? I saw that my account was fully verified then it was blocked i will add attachments on your gmail Tomas

?? i was playing regular game which is hot in many casinos instant game from Onlyplay i think it was piggy something.

? I achive my winnings only with my real balance i didn't accept any bonuses.

? I will add all comunications in email.

Thank you casino guru i hope they will resolve this matter. Because nothing was breached.

Thank you very much, robisozols1, for providing the necessary information. 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 robisozols1,

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 FatFruit Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear FatFruit Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were confiscated?

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.

Dear robisozols1,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Cura?ao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at http://www.kpvfaw.com/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at [email protected].

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo

Dear Gvaido30,

We’ve reopened your complaint at the request of FatFruit Casino to give this case another opportunity for resolution and to help both parties reach a satisfactory outcome.

Please note that I am in direct communication with the casino representative and we are actively discussing the details of your issue. I will keep you informed of any developments as they arise.

Thank you for your patience and understanding.

Hi Gvaido30,

Apologies for the delay in addressing this matter - we've been working with CasinoGuru to try find an appropriate way forward.

We kindly ask for another proof of address in PDF format in place of the selfie infront of home address (but it must be a utility bill issued within last 90 days matching your registered address, not a bank statement as previously provided). 

If you don't wish to provide any further documents, we can also offer the option of refunding your Deposit without any further need for any documents but for us to consider the winnings to be paid out, the above mentioned document is required.

We're going to try resolve the matter this way and hope you find this a reasonable path forward.

Thank you,

FatFruit Casino Reviews Team

Hi Gvaido30,

As I can see the attachment is a screen shot (png) not a PDF.

We require a utility bill in PDF format issued within last 90 days matching your registered address, not a bank statement as previously provided.

Thank you

FatFruit Casino Reviews Team

Dear Gvaido30,

Thank you for providing the requested document.

Dear FatFruit Casino,

Could you please confirm that you have received the document and also the estimated timeframe when the review will be completed?

Thank you.

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.