FatPirate Casino - 自己排除のリクエストにもかかわらず、プレイヤーのアカウントは閉鎖されました。

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Dear Lyc789,

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.

• Do I understand correctly that your account is now blocked?
• Could you please provide the exact date of your initial self exclusion account closure request?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

Regarding your point about missing NL license, regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

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,

Katarina

Hi Katarina,

Thank you for your reply and for taking the time to review my case.

Yes, my FatPirate Casino account is now blocked — but this only happened after multiple written self-exclusion and account-closure requests that were ignored for several weeks. My first exclusion request was submitted no later than the end of the first week of October 2025, through both email and live chat.

Attached is a screenshot showing numerous "Request received" confirmations across October and early November. I also received a direct reply from FatPirate Support, explicitly acknowledging my exclusion request and even apologising for the inconvenience — proving that my request was received, understood, and logged.

Despite that, FatPirate continued to:

Accept deposits totalling over €12,000 after my exclusion request.

Send bonus offers, "low balance," and "top-up" prompts, actively encouraging further play.

Ignore multiple emotional messages where I made it clear I was in distress and needed my account closed.

Only on 1 November 2025, Yan from FatPirate confirmed my account had finally been closed and that my refund request was forwarded to the relevant department.

Then, on 3 November 2025, Adam from FatPirate wrote that my exclusion "was not sufficient" and that "no Responsible Gambling issue was mentioned."

This statement is demonstrably false and contradicted by their own prior email acknowledging my exclusion and apology.

FatPirate’s behaviour represents a serious breach of duty of care, as they ignored multiple clear markers of gambling harm and failed to act responsibly when I directly asked for exclusion. The continued acceptance of deposits after exclusion, combined with promotional messages, caused significant financial and emotional harm.

Additionally, under Article 15 of the General Data Protection Regulation (GDPR), I have the legal right to request and promptly receive a copy of all personal data and account logs held by FatPirate concerning my account — including self-exclusion requests, responsible-gambling markers, deposit/withdrawal history, and all customer-service correspondence.

FatPirate’s refusal to provide these records, despite multiple written requests, constitutes a clear violation of EU data-privacy law.

For the mediation process, I respectfully ask that Casino Guru request these records directly from FatPirate and urge them to comply with my lawful access request. This information is crucial to establishing the full timeline of events, the responsible-gambling interactions, and the exact blocking status of my account.

My goal here is not to dispute licensing status — it’s to ensure accountability for the systemic neglect of a vulnerable player who explicitly asked for help and exclusion.

Please note that FatPirate now refuses to communicate with me via direct email or support channels, and has ignored multiple recent attempts to resolve this matter amicably. If you believe it would be helpful, I am happy to CC FatPirate on this correspondence with a delivery receipt notification to ensure they are formally notified and to meet any procedural requirement for a "last chance" resolution.

If needed, kindly advise if you would like me to copy the casino on this message, or if all direct communications should instead go through your mediation channels. My preference is to proceed via Casino Guru, but I will comply with whatever process expedites review and evidence collection.

I cannot simply walk away from this experience. It is not acceptable for a casino to allow clients to deposit large sums of money, ignore repeated requests for help, and then refuse meaningful assistance or even partial refund when clear warning signs are present. I am actively reporting and sharing my experience—truthfully—across all major review and regulatory platforms, because multiple markers of gambling harm were ignored. These included: explicit self-exclusion and closure requests, distressed messages about loss of control, rapid deposit escalation, continued promotional offers after exclusion requests, and desperate appeals for account closure. Even a partial refund and genuine acknowledgment of the harm would help to resolve this, but total silence or denial is simply not responsible gambling. I believe it is important to hold operators publicly accountable so that others can avoid similar harm.

"Based on verified Revolut and Bunq transactions, my total post-exclusion deposits amount to approximately €13,600, made between early October and early November 2025 — all after my formal self-exclusion request."

Thank you again for your advocacy and for keeping me updated as things progress.

Kind regards,

Lycette 

Hi Katarina,

Thank you for your reply and for taking the time to review my case.

Yes, my FatPirate Casino account is now blocked — but this only happened after multiple written self-exclusion and account-closure requests that were ignored for several weeks. My first exclusion request was submitted no later than the end of the first week of October 2025, through both email and live chat.

Attached is a screenshot showing numerous "Request received" confirmations across October and early November. I also received a direct reply from FatPirate Support, explicitly acknowledging my exclusion request and even apologising for the inconvenience — proving that my request was received, understood, and logged.

Despite that, FatPirate continued to:

Accept deposits totalling over €12 000 after my exclusion request.

Send bonus offers, "low-balance," and "top-up" prompts, actively encouraging further play.

Ignore multiple emotional messages where I made it clear I was in distress and needed my account closed.

Only on 1 November 2025, Yan from FatPirate confirmed my account had finally been closed and that my refund request was forwarded to the relevant department.

Then, on 3 November 2025, Adam from FatPirate wrote that my exclusion "was not sufficient" and that "no Responsible Gambling issue was mentioned."

This statement is demonstrably false and contradicted by their own earlier acknowledgement and apology.

FatPirate’s conduct represents a serious breach of duty of care, as they ignored multiple clear markers of gambling harm and failed to act responsibly when I directly asked for exclusion. The continued acceptance of deposits after exclusion, combined with promotional messages, caused significant financial and emotional harm.

Additionally, under Article 15 of the General Data Protection Regulation (GDPR), I have the legal right to request and promptly receive a copy of all personal data and account logs held by FatPirate concerning my account — including self-exclusion requests, responsible-gambling markers, deposit/withdrawal history, and all customer-service correspondence.

FatPirate’s refusal to provide these records, despite multiple written requests, constitutes a clear violation of EU data-privacy law.

For the mediation process, I respectfully ask that Casino Guru request these records directly from FatPirate and urge them to comply with my lawful access request. This information is crucial to establishing the full timeline of events, responsible-gambling interactions, and the exact blocking status of my account.

My goal here is not to dispute licensing status — it’s to ensure accountability for the systemic neglect of a vulnerable player who explicitly asked for help and exclusion.

Please note that FatPirate now refuses to communicate with me via direct email or support channels, and has ignored multiple recent attempts to resolve this matter amicably. If you believe it would be helpful, I am happy to CC FatPirate on this correspondence with a delivery-receipt notification to ensure they are formally notified and to meet any procedural requirement for a "last-chance" resolution.

If needed, kindly advise whether you prefer I copy the casino on this message, or if all direct communications should instead go through your mediation channels. My preference is to proceed through Casino Guru, but I will follow whichever route expedites review and evidence collection.

To demonstrate good faith and a sincere wish to move forward, I am willing to resolve this matter amicably with a partial refund of €4 000 — approximately one-third of the deposits made after my documented exclusion request and distress signals. This would allow me to close the matter peacefully and refocus my time and energy on rebuilding my business and mental well-being, without further escalation or public dispute.

I understand that mediation requires compromise, and I’m open to any fair resolution that acknowledges the harm caused and the casino’s clear procedural failings.

Thank you again for your time, empathy, and advocacy in helping to ensure players are treated fairly. Please confirm receipt of this evidence and let me know how best to proceed.

Kind regards,

Lycette

I would like to provide an updated summary of my case. While reviewing my records and recent screenshots, I identified one small numerical error in my earlier submission regarding the "Blocn" entries. These have now been corrected below. Thank you for your understanding.

1. Partial Refunds Received So Far

I have received the following partial refunds:

Via D2g processor (FatPirate):

– €30

– €50

– €50

– €20

Total refunded via D2g: €150

Via Frenk.io:

– €100 refunded

(Remaining Frenk.io balance: €30)

These partial refunds confirm that my claim has been acknowledged, but they represent only a small portion of the deposits made after my written self-exclusion request.

2. Updated Outstanding Disputed Deposits

Below are the corrected disputed deposits from my Revolut and Bunq statements (now reflecting the corrected Blocn total):

Revolut Disputed Deposits:

Wpskins UK – €103

E – €810

Lux lilmode – €107.46

Nova – €960

Key4ge1 – €1,230

Cnpcto – €1,590

Vivex – €1,176.62

Pixtub – €1,680

Pxtb – €781.52

Best plsyplace – €200

Pixson – €900

Daxchain – €540

Cobea – approx. €153

Frenk.io – €130 (minus €100 refunded)

Lmania – €750 (80 + 180 + 100 + 150 + 120 + 120)

Topsk393 – €200

Mnmramp – €650

CapStream – €1,000

Blocn – €250 (corrected)

Updated total disputed via Revolut: approx. €13,211.60

Bunq Disputed Deposits:

Previously submitted total: approx. €1,900

None of these have been refunded.

Combined disputed total (Revolut + Bunq): approx. €15,111.60

Refunds received to date: €250

Remaining outstanding balance: approx. €14,861.60

3. Legal & Responsible Gaming Context

Under Dutch law and international responsible-gambling guidelines, providers must promptly review and refund deposits made after a clear self-exclusion request or during identifiable gambling distress.

My written request to block my account was submitted before many of the above deposits were made. Despite that, the account remained open, deposits were accepted, and promotional messages continued. This is the central issue in my dispute.

The partial refunds issued so far indicate acknowledgement of this situation. However, the remaining deposits — especially those occurring after my written exclusion/block request — require full review and resolution in line with responsible-gaming and consumer-protection obligations.

4. Request for Next Steps

I kindly request:

• Confirmation that the remaining disputed deposits are under review

• Clarification of any further information needed from my side

• An estimated timeline for completing the assessment and issuing the remaining refunds

All supporting documentation (deposit histories, screenshots, and timeline of my exclusion request) has already been provided. I can resend anything necessary.

Thank you for your assistance and attention.

Kind regards,

Lycette

Dear Lyc789,

thank you for your messages and emails.

First and foremost, I’d like to mention that sometimes less is more. You’ve provided a very large number of screenshots, along with many consecutive messages in the thread, even when it was the casino’s turn to respond. It’s always best to clearly state the point you want to make and support it with only the relevant evidence. This ensures that everyone has a clear understanding of the situation and helps move the complaint toward a quicker resolution.

Please keep in mind that sending multiple back-to-back messages can slow down the process, and a timely response cannot be expected when the thread is overwhelmed in this way.

Thank you for your understanding and cooperation.

While I understand and share your concern for protecting vulnerable players, and acknowledge the unfortunate reality of establishments not adhering to responsible gambling regulations and industry standards, I want to assure you that I am committed to assisting you in resolving your situation as smoothly as possible. Please understand that these matters require time to address.

I have carefully reviewed your messages, emails, and supporting evidence. However, I have been unable to locate the original self-exclusion request based on gambling addiction. To facilitate the process, could you please forward the initial request to me, ideally in email format, so the date is clearly visible?

Looking forward to your response,

Katarina

Dear Lyc789,

thank you for your messages and emails.

Could you please provide the message you sent to the casino concerning your self-exclusion request, specifically the message you initiated, not their reply? Also, did you mention a gambling problem in your message?

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Looking forward to your reply,

Katarina

Dear Katarina,

Thank you for your message.

I understand your point about keeping things concise. The only reason the evidence is fragmented is because I lost full access to my account history: my laptop crashed and FatPirate blocked my login. They are the only party that has the complete record of my original self‑exclusion messages, chat logs, and responsible‑gambling markers. I have repeatedly requested this data from them, but they have not provided it.

To clarify the content of my original exclusion request: 

I told FatPirate that I had lost control, was depositing repeatedly, asking for bonuses/free spins, and that I needed my account blocked immediately. They acknowledged the request, apologised for the inconvenience, and later closed my account – but only after allowing weeks of additional deposits and losses.

I also want to highlight one very important point: 

Multiple refunds have already been issued by their payment processor D2g (around €251). This shows that at least some transactions were recognised as improper and reversed, yet the rest of the deposits from the same excluded period remain ignored. This inconsistency is extremely distressing and clearly shows that my case is not a simple misunderstanding.

I have sent all evidence I currently have, but to move forward:

• Under GDPR, my formal data request must be answered within 30 days.

• The legal deadline is 30 November 2025.

I still need FatPirate to provide:

• my original exclusion request and timestamps

• all chat logs

• responsible‑gambling notes/interventions

• the full transaction history covering the disputed period

Without this, I cannot access my own records to provide the additional screenshots you are looking for.

I kindly ask CasinoGuru to formally request this data from FatPirate so we can establish the exact timeline and resolve the complaint properly.

If you would like me to prepare a clean, single PDF summarising:

• exclusion dates

• post‑exclusion deposits

• partial refunds

• outstanding amounts

I can do that immediately.

Thank you for your patience and for helping me navigate this – I genuinely appreciate it.

Kind regards, 

Lycette

Dear Lyc789,

thank you for your messages and your patience.

I have carefully reviewed all the information you provided and once again went through all the evidence you submitted. Thank you for the time and effort you invested in explaining your situation.

Please note that at Casino Guru we act as an independent third-party mediator. To successfully process a complaint, we require supporting evidence from both sides. Based on these materials, we evaluate the situation and work toward determining a fair and reasonable resolution.

In your case, I understand that you are unable to provide the evidence needed to fully support your claims. Without a solid foundation, I am concerned that we will not have sufficient grounds to challenge the casino’s actions effectively.

I realize this is disappointing, and I truly empathize with your frustration. Unfortunately, since the casino operates without a valid licence and does not refer players to any ADR service, there is no gaming authority you can escalate the issue to.

I am genuinely sorry that I cannot offer more help in this situation.

Best regards,

Katarina