FatPirate Casino - プレイヤーのアカウントは閉鎖されました。

After informing them that I was having problems with the game, they responded nonsensically. I told them on several occasions to close my account, confirming that I would lose my credit balance, and it has led me to lose €1020 in the process. Immediately after losing it, they closed my account when I contacted them again, and I have tried to talk to them but they no longer respond.

Tras comunicarle que tenía problemas con el juego, me respondían sin sentido, les comunique en varias ocasiones que me la cerrarán la cuenta confirmando que perdería el saldo a favor y me a llevado a perder 1020€ en el proceso acto seguido a perderlos me la cerraron al volver a comunicarme con ellos , e intentado hablar con ellos pero ya no me responden.

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Hello,

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication with the casino in between April 1st and April 3rd? Include your and the casino's responses. Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit and play?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

I told them I wanted my account permanently closed, they kept asking me to confirm, which I did. Then they told me they were changing my VIP manager and starting over. I told them I was having problems with the game and asked them to close it, but they still wouldn't close it until I lost that money and they finally closed it immediately.

Les dije que se me cerrará de forma permanente, me pedían que confirmará y confirmaba. Entonces e mandaban que me cambiaban de gestor vip y empezar, les comunique que tenía problemas con el juego y que me la cerrarán y aún con esas no l cerraban, hasta que perdí ese dinero que me la cerraron de forma inmediata

Hello Pelegrin,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Could you please clarify, was there a balance on your player's balance already from before, or have you made new deposits to the casino during the time you wished your account to be closed?

Was the balance removed by the casino, or have you played with the money to zero yourself?

Looking forward to your reply.

I informed them that they would close my account due to problems with the game, and they would respond the next day saying my VIP advisor had changed, but they wouldn't close it. Or they would tell me to confirm the closure, which I would do, but they still wouldn't close it. After three days of this, I deposited money again and lost it. As soon as I lost it, I asked them how they could have kept my account open knowing the problem I was having with the game, and they closed it almost immediately.

Yo les comunique que me cerrarán la cuenta por problemas con el juego, y ellos al día me respondían se me a cambiado de asesor vip y no memla cerraban o me decían confirma el cierre y lo confirmaba y no la cerraban y a los tres días estando así fue cuando volví a ingresar y perder ese dinero. Justo perderlo les dije que comome la tenían abierta sabiendo el problema que tenía con el juego y la cerraron casi al instante

Dear Pelegrin,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Pelegrin,

I hope this message finds you well. It is a pleasure to virtually meet you. My name is Kubo, and I will be taking over the handling of your complaint from this point onward.

If there are any updates or new developments since your last communication, please feel free to share them with me at your earliest convenience.

As part of our standard procedure, I would like to invite a representative from FatPirate Casino to join this conversation. Their involvement will be instrumental in facilitating a smoother and more efficient resolution to your case.

Dear FatPirate Casino,

Could you kindly provide a detailed explanation regarding this case? Specifically, we seek to understand why the player's account remained active despite numerous self-exclusion requests and clear indications of a gambling problem, and why it was only closed after the player lost their entire balance.

Your comprehensive response is crucial to ensuring a fair, responsible, and transparent resolution to this matter.

Thank you in advance for your cooperation and prompt attention to this issue.

Best regards,

Kubo

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request. Once there is any update, we will inform you immediately.

Best regards,

FatPirate Team

And above all, what I want is for them not to reopen it again. I don't know if they have some kind of system, but when I deposit money in the bank, they seem to know and reopen my account and send me bonuses, and it's happened many times already. If they are aware of my problem, I don't understand why they reopen my account.

Y sobre todo lo que quiero es que no me la reabran más, no sé si tienen algún tipo de algo que cuando ingreso dinero en el banco parece que lo saben y me reabren la cuenta y me mandan bonos y es muchas veces ya, si son conocedores de mi problema no entiendo el por qué me reabren la cuenta.