FatPirate Casino - プレイヤーのアカウントが制限され、出金が遅延しています。

Hi ,

after depositing over 30k within a 3 days period I made some profits and decided to get some money out .

I only bet on live sports and live casino , no bonuses that require wagering have been part of my winnings .

I have even been assigned a "VIP manager" due to my large transactions that I could contact on Telegram ( he seemed lovely at first but after that he is just ghosting me ).

I was able to make a couple of withdrawals (less that what l deposited ) before having my account restricted and been not allow to withdraw anymore .

I have sent the requested documents (no issues) and asked them to verify .

Apparently it should be done within 24 hours but after one week I am still in the limbo .

Live chat only sends generic emails and I can’t get this to progress further .

Need help to get my money , it’s not a small amount we are talking about !

Thanks

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Dear Maldeco85, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

Dear Maldeco85,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru