FatPirate Casino - Los retiros de los jugadores se retrasan.

I have been waiting for 2 refunds of 50 and 40 euros since June 10th.

Llevo desde el día 10-6 esperando 2 reintegros de 50 y 40 euros

Dear Josevelezo11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the refunds you have been waiting for.

To assist you better, could you please provide more information by answering the following questions:

• Could you please specify why the casino promised to pay you two refunds?
• Have you received any communication from the casino regarding the status of your refunds? Please forward me the email you received from the casino regarding the refunds at veronika.f@casino.guru.
• Have you contacted the casino’s customer support regarding this matter? If so, what was their response?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

I am sending you the claim I made to Dar Pirate and the refunds.

Te envío la reclamación que he hecho a dar pirate y los reintegros

Ahora me pasa esto

Dear José María Vélez Ortega,

At this time, we do not have Español speakers available, and conversations from our side will be held in English. We apologize if this may cause any inconvenience.

Thank you for contacting our support team.

After checking your account I can see that verification is not needed at the moment.

In case verification is initiated in the future, you will be able to upload any requested document from the Verification tab of your profile. This can be found under "Settings => Verification" in your account. 

If you have any additional questions, please, do not hesitate to contact us via email support@FatPirate.com or via Live Chat. 

Best Wishes, 

Customer Service

Thank you for your response.

Have you made any successful withdrawals from this casino before?

Are the withdrawal requests still shown in your account as pending, or have they been cancelled by the casino in the meantime?

Did you accumulate your winnings with or without a bonus?

Yes. They are still pending.

Si. Todavía se encuentran pendientes

Thank you very much, Josevelezo11, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Josevelezo11,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite FatPirate Casino representative to join this conversation.

Dear FatPirate Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear all,

Kindly be informed that the player's withdrawal amount is currently being processed.

Thank you for your collaboration.

Kind regards

FatPirate casino team

Today, after verifying everything, I received my money back for the second time.

It's been a month since I was able to collect.

Hoy me han devuelto por segunda vez, después de verificar todo, el dinero.

Llevo 1 mes para poder cobrar

Dear Josevelezo11,

Could you please confirm, if I understand it correctly, that you have received the full disputed amount?

No, today they refunded me the money I'd been trying to withdraw for a month, and they put it back into my account. They told me it was a mistake and that I should withdraw it again. (Another month.) In short, it's a disgrace.

No, hoy me han devuelto el dinero que llevaba un mes para retirar y me lo han metido en la cuenta. Me dicen que es un error y que lo vuelva a retirar otra vez. ( Otro mes más) En fin una vergüenza

Thank you for contacting the FatPirate.com support team.

We hope this email reaches you!

We apologize, but we currently do not have native speakers available to respond to your message. In order to respond promptly, this response will be written in English. Thank you for your understanding.

We're sorry to hear this and apologize for any inconvenience caused. As verified, yes, you're correct, the withdrawal was canceled. From what I understand, this occurred due to a change in the processing company that handles the payment method used for the withdrawal, so the responsibility lies with them. Basically, any such change could result in the cancellation of the requested withdrawal. In this case, our players simply need to resubmit the withdrawal and it will be credited as soon as possible.

If you have any additional questions, please feel free to contact us by email at support@FatPirate.com or via live chat.

That's what they answer

Gracias por contactar con el equipo de soporte de FatPirate.com.

¡Esperamos que este correo electrónico le llegue bien!

Le pedimos disculpas, pero en este momento no contamos con hablantes nativos disponibles para responder a su mensaje. Para poder responderle con prontitud, esta respuesta se redactará en inglés. Gracias por su comprensión.

Lamentamos escuchar esto y le pedimos disculpas por cualquier inconveniente ocasionado. Según lo comprobado, sí, tiene razón, el retiro fue cancelado. Por lo que veo, esto ocurrió debido a un cambio en la empresa procesadora que trabaja con el método de pago utilizado para el retiro, por lo que la responsabilidad es de ellos. Básicamente, cualquier cambio de este tipo podría resultar en la cancelación del retiro solicitado. En este caso, nuestros jugadores solo tienen que volver a enviar el retiro y se abonará lo antes posible.

Si tiene alguna pregunta adicional, no dude en contactarnos por correo electrónico a support@FatPirate.com o a través del chat en vivo.

Eso es lo que contestan

Dear Josevelezo11,

Please try to request a withdrawal again, and inform me about any further developments.

Thank you for your patience.

I already did

Ya lo hice

Dear all,

We are pleased to inform you that the withdraw of 100 EUR has been completed today.

Thank you for the cooperation.

Kind regards

FatPirate Casino team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Josevelezo11,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka