FatFruit Casino - El retiro del jugador se retrasa debido a problemas de verificación.

So, I joined the site to take advantage of the welcome bonus, made my winnings, and now they don't want to pay me. They are asking for photos in every possible way. They asked for a photo holding my ID with a specific phrase, and now they are asking for a photo in front of my house holding the ID, which is impossible since the number is high and there's no way to take a photo holding an ID showing the house number. This is extremely humiliating. I need your help, Casino Guru, as this type of KYC verification is extremely humiliating and unnecessary!

então, entrei no site aderir ao bonus de boas vindas, fiz meus ganhos e não querem me pagar, estão me pedindo foto de tudo que é jeito, me pediram foto segurando RG com uma frase e agora estão me ´´pedindo foto de frente da minha casa segurando ID, oque é impossivel, pois o numero é alto e não tem como tirar foto segurando rg mostrando numero de casa, oque é extremamente humilhante, eu preciso que vocês me ajudem casino guru, esse tipo de verificação de KYC é extremamente humilhante e inexistente!

Hello impulsoiluminado,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with FatFruit Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi, so, my ID and proof of address have already been confirmed, I've been with them for more than 4 days asking for totally non-standard things for verification, such as a photo with text and taking photos in front of the house, asking for a house number, when in the registration I put S / number, this is absurd!

Oi, então, meu ID e comprovante de endereço já foi confirmado, já estou a mais de 4 dias com eles pedindo coisas totalmente fora do padrão para verificação, como foto com texto e tirar fotos em frente da casa, solicitando com número da casa, sendo que no cadastro coloquei S/ número, isso é um absurdo!

What's more, they blocked my account! How irresponsible.

Além disso, bloquearam minha conta! Que irresponsáveis.

Hello impulsoiluminado,

Could you please let us know the reason the casino provided for blocking your account? Additionally, does anyone else in your household hold an account with the casino, or has anyone else used the same device to access the casino?

Looking forward to your response.

Best regards,

Nick

Hi, the blocking is probably because I was profitable, and they don't want me to earn more, because there's no reason for them to do that, regarding the account, I live alone, there's no one who can use my home and use my device! As I told you, they're asking for photos of everything, the only thing missing is intimate photos! And yet I sent them everything!

Oi, o bloqueio, de ser provavelmente porque fui lucrativa, e não querem que eu ganhe mais, pois não ah motivo nenhum para fazerem isso, em relação a conta, eu moro sozinha, não há quem possa usar na minha residência e usarem meu aparelho! Como eu te disse, estão pedindo fotos de tudo, só faltam me pedir fotos íntimas! E mesmo assim eu enviei tudo!

Hello impulsoiluminado,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Awaiting your response.

Regards,

Nick

Yes, I'll do that, I'll forward it to you, there are a lot of conversations, but I've saved a lot of photos, which is enough for you to get a sense of what I'm going through!

Sim, farei isso, vou te encaminhar, são muitas conversas, mais salvei bastantes fotos, oque já é suficiente para você ter noção doque estou passando!

they paid me, until finally, i insisted every day and went through humiliation, but i got paid, they kept my account blocked but i would never play on that site again! thanks for the support!

eles me pagaram, até que fim, eu insistir todos os dias e passei por humilhação, mais fui paga, manteram minha conta bloqueada mais eu não iria nunca mais jogar nesse site! agradeço pelo apoio!

Dear impulsoiluminado, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru