The casino is delaying my account verification for too long and for no reason and two withdrawals are pending, one for €190 and another for €200 in Skrill. I have sent all the documents they asked for.

Το καζ?νο καθυστερε? π?ρα πολ? και χωρ?? λ?γο την επαλ?θευση του λογαριασμο? μου και εκκρεμο?ν δ?ο αναλ?ψει? μια 190€ και ?λλη μ?α 200 ευρ? σε σκριλλ, ?χω στε?λει ?λα τα ?γγραφα που μου ζ?τησαν

Dear tomylougs,

Thank you for submitting your complaint. I’m sorry to hear about the issue you’re facing.

Please understand that KYC (Know Your Customer) verification is an essential process that ensures withdrawals are sent to the rightful account owner. Since online casinos cannot physically verify players and their identification documents, this process is crucial for security and compliance with regulations. All serious and licensed casinos take KYC seriously, and verification may take a few working days to complete.

To better understand your situation, could you please clarify the following?

• Which documents have you already submitted?
• When did you send the last document?
• Have all required documents been provided in the correct format and without delays?

I hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your response.

Best regards,

Veronika

All documents have been submitted in the correct format, ID, utility bill, e-wallet, everything has been approved and they are asking me again and again for my card history for a specific period of time and I have sent it for a week now, they are not responding to emails, I think they are delaying on purpose, there is no other explanation, please help me, whatever document you need I can send it to you so you can see it, thank you.

?χουν υποβληθε? ?λα τα ?γγραφα στη σωστ? μορφ?, ταυτ?τητα, λογαριασμ?? κοιν?? ωφ?λεια?, ηλεκτρονικ? πορτοφ?λι ?λα ?χουν εγκριθε? και μου ζητ?νε ξαν? και ξαν? το ιστορικ? τη? κ?ρτα? μου για συγκεκριμ?νο χρονικ? δι?στημα και το ?χω στε?λει εδ? και μ?α βδομ?δα, στα μ?ιλ δεν απαντ?νε, νομ?ζω χρονοτριβουν επ?τηδε?,δεν υπ?ρχει ?λλη εξ?γηση, παρακαλ? για την βο?θεια σα?, ?τι ?γγραφο χρει?ζεστε να το στε?λω και σε εσ?? να τα δε?τε, ευχαριστ?.

Am I correct in understanding that the only document causing issues with the verification of your account is a statement from your bank? If so, does this statement include all the necessary information for verification, such as your personal details and the transaction information regarding the deposits made into the casino within the specified timeframe?

Could you also please clarify the exact timeframe for which the casino is requesting the statement?

Additionally, could you kindly send a screenshot of the deposit history from your casino profile for the dates in question?

Thank you for your cooperation.

The casino asks for a different time period for my card transaction each time and I don't understand why this is happening. I have sent them over 6 PDFs with different dates and then they ask for another irrelevant time period to delay me.

Το καζ?νο ζητ?ει κ?θε φορ? και διαφορετικ? δι?στημα στην κ?νηση τη? κ?ρτα? μου και δεν καταλαβα?νω για πο?ο λ?γο συμβα?νει αυτ?,του? ?χω στε?λει π?νω απ? 6 pdf με διαφορετικ?? ημερομην?ε? και μου ζητ?νε ?πειτα ?να ?λλο δι?στημα ?σχετο για να με καθυστερο?ν .

Please forward me the emails between you and the casino customer support regarding these verification requests at [email protected]. Kindly include the documents you sent to the casino as well. Thank you for your cooperation.

I am sending you one of the intervals.

Σα? στ?λνω ?να απ? τα διαστ?ματα

Thank you very much, tomylougs, for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear tomylougs,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite FatPirate Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear tomylougs,

We would kindly request to provide us the document requested via email as soon as possible in order to complete your account verification and proceed with the pending withdrawal.

Thank you in advance.

Kind Regards,

FatPirate Casino Team

I have sent it to you and I have also sent your email with my response to Ms. Martina's email, please verify it immediately.

Σα? το ?χω στε?λει και ?χω στε?λει και το μ?ιλ σα? με την απ?ντηση μου στο μ?ιλ τη? κ.Μαρτινα?, παρακαλ? για την ?μεση επαλ?θευση μου.

Thank you tomylougs, I received your email.

So it′s being processed, and we will wait for FatPirate Casino′s response.

Thank you everyone for cooperating!

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.

Unfortunately they don't answer you either, this casino is for zero rating, shame on them

Δυστυχ?? ο?τε σε εσ?? δεν απαντο?ν,το καζ?νο αυτ? ε?ναι για μηδ?ν βαθμολογ?α, ντροπ? του?

Dear tomylougs, you are right! 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 its side. 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 might 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. In the meantime. I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett

We’ve reopened this complaint at the request of the player. Tomylougs reached out to inform us that, after a lengthy process and submitting the necessary documents, his account was successfully verified and the withdrawal was completed. We appreciate his fairness in acknowledging the resolution.

Tomylougs , 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.

We want to thank both parties for cooperation.