FatPirate Casino - El jugador no puede cerrar la cuenta.

After several emails sent to close my account due to a gambling addiction, the casino won't reply or let me close my account.

I've already contacted the online chat and all they tell me is that the account has to be closed via email.

Após vários e-mails enviados para encerramento de conta devido a um vício de jogo, o casino na responde nem me deixa encerrar a conta.

já contactei o chat on-line e apenas me dizem que o encerramento da conta tem que ser efetuado através de e-mail.

Hello Jorgesilva26,

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

• Could you please advise if your account is already verified and if yes, since when exactly?
• When did you send your first request to their e-mail address?
• When was the last time you spoke to the casino and what was it about?

Please forward the self-exclusion request which you have sent to the casino to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

Dear Jorgesilva26,

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.

The first time I emailed the casino to close my account was on 4/3/2025. In the meantime, I've sent several emails and so far the only response I've had is on 6/3/2025 when the casino asks me to reply to an email to confirm that I really want to close the account. I confirmed that I wanted to close the account on the same day and to this day I've had no response and the account is still active

A primeira vez que enviei e-mail ao casino para encerramento foi no dia 4/3/2025. Entretanto tenho enviado vários e-mails e até agora a única resposta que obtive foi no dia 6/3/2025 em que o casino me pede que responda a um e-mail para confirmar se quero mesmo encerrar a conta. Confirmei que queria encerrar a conta no próprio dia e até ao dia de hoje não tenho mais resposta e a conta continua ativa

Thank you Jorgesilva26 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Jorgesilva26,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear FatPirate Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear all

Thank you for your patience.

Customer gaming account is permanently closed.

Best Regards

FatPirate Team

Dear Jorgesilva26,

Can you confirm the closure of your account?

Dear Jorgesilva26,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.