FatPirate Casino - La cuenta del jugador tiene quejas sin resolver y problemas de pago.

Dear Support Team @ Fat Pirate

Unfortunately you have been unable to manage any of my complaints and you are long overdue with providing any constructive response, this has now led to an escalation in this complaint and that I have now filed the issue with the gaming commission and the appropriate legal authorities to resolve the issues and also look at making sure you are unable to trade any longer as it is clear you cant manage the business appropriately. 

All the statements listed below have remained unanswered now for over 2 months, they are all factual, and will be provided as evidence should you allow this complaint to continue.

Complaints as follows

1. Reduced withdrawal limits when I held a high balance to limit the withdrawals you reduced my daily amount from £5000 to £1500, this was despite you increasing my VIP level which as an incentive clearly states increased withdrawal limits, you lowered mine.

2. On withdrawals taking in excess of over 5 days, I wrote further and asked for my account to be closed, this was sent via Live Help and also through this support email, as your site offers no closure of account, without writing. I clearly asked in the Live Help at this time would this affect my balance for withdrawal which at the time was £36,500, I was informed not, but I was very hesitant as you have failed on a number of occasions to respond to any complaint in a satisfactory manner. I made it very clear to the advisor that I was clearly unhappy and wanted the payout of my winnings and my account closed. This didn't happen.

3. Verification then arrived on my account despite this being completed previously, I needed to update my address, so documentation was sent again to both finances and support @fatpirate and never acknowledged despite being sent a further 3 times, this is still not showing as corrected.

Passport and utility bills have also been sent over 5 times yet you have still refused to verify the account and therefore avoided paying the balance at the time of £36,500.

4. Deposits and Withdrawals have raised severe concerns with my banking methods as they are taken against many different parts of the world and have been raised more than once as a serious fraud complaint by the banking authorities. Also I have raised on no less than 11 times the difference between withdrawals and deposits amounts that are either applied or taken from account never match the amount that is stated always under and I have lost a considerable amount of money from this, it is not from the bank taking a charge it is because you use so many different currencies to make the amounts they are never matching or even close to what you should have paid out or taken from my account in the form of deposits.

I want to work with you to resolve this and also seek back the funds that should have been paid into my account through the withdrawals, and also I am seeking full explanations as to why this has been allowed to happened also why its taken so long to be rectified. I have filed this with my solicitors who are also preparing a legal document to issue to you and also the gaming commission are being updated on the progress. I hope that the disappointing Trustpilot reviews you have arent a reflection of how you will handle this complaint and I give you to the end of this week (24th May) to provide a comprehensive response and how you will rectify this.

Dear VillaJohn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Do I understand it correctly that unfinished verification is the only obstacle before withdrawing the rest of your funds? Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. Please allow ne to ask a few more questions to better understand the situation:

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were any of the documents already approved or rejected by the casino?
• 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 in advance for your reply. 

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Passport

Utility bill within 2 months

Back and front of card

Also follow up with change of address that is now 9 weeks and the same thing sent 5 times and still not updated.

Have you provided all the required documents as soon as possible and in the correct format? 

Yes acknowledged then after a few days it's asking again, when you go through to Live Help they just say email as they can't deal with it, this is now continuously.

Were any of the documents already approved or rejected by the casino?

They accept then don't say rejected, given no reasons and just keep asking for them again and again, not physically asking, you log in and then I see it's there again requesting 

Don't play bonus so none active

Thank you very much for your reply, VillaJohn. Could you please forward all the relevant communication (emails, chat logs) between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear VillaJohn,

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.

Hi

If you could grant an extension please, they have now blocked WhatsApp communication, no responses still, this is very frustrating.

Dear VillaJohn, if you have any communication with the casino, such as emails or chat screenshots, please send them to natalia.b@casino.guru. Alternatively, you can post the screenshots here. Thank you in advance.

Dear VillaJohn,

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,
Natalia
Casino.Guru