FatPirate Casino - El reintegro del jugador se ha retrasado.

Dear Stew4rt,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Stew4rt,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

They are telling me constantly that it's due to banking delays and that I have to provide all kinds of id about my credit cards from 5 years ago thati never used with them and all kinds of other crazy things

Dear Stew4rt, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please clarify whether the issue with the card is the only reason preventing you from receiving your winnings?

Could you let us know what documents or information you have already provided to the casino as part of the verification process?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hi there

Yes I've still had no luck and they are proving impossible to deal with. I've spoke to my bank who say they are unable to provide the expired card details. I will send all the emails I have and see what you can do. I hope you can help because this is ridiculous.

They just keep asking for impossible documents. My card expired in December so I don't have it and have not used it since

Kind regards Stewart

Dear Stew4rt, could you please let us know if you ever received any emails or statements related to the expired card while it was still active? For example, any bank statements, transaction confirmations, or notifications that might include the card number or prove you were the holder?

No I have asked my bank and they have told me it's not something they provide and on my statements it doesn't show Card details on the transactions. It's very frustrating and it seems they are using this as an excuse not to pay out.

I've tried everything and given them details of all other cards including the card I use to make the most recent deposits and win with. They have every other document they asked for and are now hung up on this one

Thank you very much, Stew4rt, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, Stew4rt!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Dear Stew4rt,

Thank you for reaching out to us.

We apologize for the delay.

Unfortunately, we were not able to locate your account with the email address provided here in the forum.

Could you please forward the email address you used to register your account in our casino in order to proceed with your request?

Thank you in advance!

Kind regards,

FatPirate Casino Team

Stew4rt, could you please, send us the exact link of the website on which you had been playing?

https://fatpirate2.com/en/

Dear all

Thank you for your patience.

Kindly be informed that we had managed to find customer gaming account , but currently there is no pending withdrawals or any balance to be processed on our side.

Best Regards

FatPirate Team

Stew4rt, can you confirm that you have played all the balance in your account?

Dear Stew4rt,

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,
Pavel
Casino.Guru