FatFruit Casino - La cuenta del jugador está cerrada.

Hello! i made my first deposit to this casino and after completing the wagering i made a withdrawal. I also uploaded all the requested documents on my profile, but after about 3 days i went to check whats up and i couldn't log in as my account is disabled. I sent them an email 20.09.2025 to ask whats going on but they are not responding.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you have not received any confirmation regarding successful verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

I played slot game and as its "sticky" bonus, i had active bonus. Yes, i have not received anything from them regarding my withdrawal or account verification.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Sent!

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you atehonkane for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FatFruit Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

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.

Dear atehonkane, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear atehonkane,

I have tried to contact the FatFruit 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 recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of FatFruit Casino. We received the following message:

Hello dear player and casino guru representative,

We apologize for the delayed response to this complaint. We have had a look through the account and can see that we have requested Skrill verification in our last communication with the player however this has not been sent yet.

We require proof of deposit for the payment method used. Upload your Skrill transaction history showing the deposit to our casino, date, amount, name, and Skrill email address.

Dear atehonkane, please provide the casino with the requested documents at your earliest convenience. Thank you in advance for your cooperation!

Where do i upload it as my account is still disabled and you have not answered to the email i sent you? I made the deposit trough skrill with rapid transfer so the transaction is on my bank statement, not on my skrill transactions. I have now sent the the receipt of the payment to support@fatfruit.com

Hello Ante,

Thank you for the screenshot of the transaction, it has been approved. In order for us to payout your full balance, we need you to confirm your IBAN number and provide a Bank Statement showing the following information:

Bank name: X (full name of bank)

Bank address: X (physical address: city, street, building)

IBAN: X

We have also just requested this info via email. Thank you for your cooperation.

Sent

Thank you, we have now initiated a refund of your balance. Please note this may take up to 7 working days to reach your bank account.

Thank you very much for the update FatFruit Casino representative.

Dear atehonkane, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear atehonkane,

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,
Peter
Casino.Guru