FatFruit Casino - A conta do jogador foi encerrada e os ganhos confiscados.

Hello , there is casino Fatfruit where i played and won 360 euro , and even completed full kyc , and got verified , now casino closed my account and hold my winnings as hostige and ask me to take pictures of my apartment with me whiich makes me feel unsafe about my privacy , it makes me feel threated , i sent them ID both sides , selfie +ID , bank statement pdf file , SELFIE+ ID + note with their asked text , it feels like they have somekind of fetish on me. Its really disgusting.... and they are not paying out my winnings which is ridicolous absurd.

They wont even tell why I am being banned just asking for inpropriate pictures which are against of privacy policy .

Dear robisozols1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FatFruit Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the reasons for the blocking of your account and requests for verification documents and private information? Send emails or chat transcripts to my email at tomas@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.

Best regards,

Tomas

Hello Tomas , i was really shocked and only now noticed your response , i will answer each question one by one.

• I was player for like 2-3 days , i dont remeber what day i registrated my account but I noticed that my account was closed on 26th of February.

• I saw that my account was fully verified then it was blocked i will add attachments on your gmail Tomas

▪︎ i was playing regular game which is hot in many casinos instant game from Onlyplay i think it was piggy something.

• I achive my winnings only with my real balance i didn't accept any bonuses.

• I will add all comunications in email.

Thank you casino guru i hope they will resolve this matter. Because nothing was breached.

Thank you very much, robisozols1, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear robisozols1,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the FatFruit Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear FatFruit Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

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 robisozols1,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo

Dear Gvaido30,

We’ve reopened your complaint at the request of FatFruit Casino to give this case another opportunity for resolution and to help both parties reach a satisfactory outcome.

Please note that I am in direct communication with the casino representative and we are actively discussing the details of your issue. I will keep you informed of any developments as they arise.

Thank you for your patience and understanding.

Hi Gvaido30,

Apologies for the delay in addressing this matter - we've been working with CasinoGuru to try find an appropriate way forward.

We kindly ask for another proof of address in PDF format in place of the selfie infront of home address (but it must be a utility bill issued within last 90 days matching your registered address, not a bank statement as previously provided). 

If you don't wish to provide any further documents, we can also offer the option of refunding your Deposit without any further need for any documents but for us to consider the winnings to be paid out, the above mentioned document is required.

We're going to try resolve the matter this way and hope you find this a reasonable path forward.

Thank you,

FatFruit Casino Reviews Team

Hi Gvaido30,

As I can see the attachment is a screen shot (png) not a PDF.

We require a utility bill in PDF format issued within last 90 days matching your registered address, not a bank statement as previously provided.

Thank you

FatFruit Casino Reviews Team

Dear Gvaido30,

Thank you for providing the requested document.

Dear FatFruit Casino,

Could you please confirm that you have received the document and also the estimated timeframe when the review will be completed?

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.

Fetfruit where my money? All documents sended already . Thanks Kubo!

Hi Gvaido30 & CasinoGuru,

Apologies for the delay in my response.

I'm afraid the provided document is not a utility bill from an official company but an invoice.

As there is nothing official about the document and could have been edited (example: multiple fonts used in this proof of address) - we cannot accept it, considering the purpose of requesting this document is to once and for all dispel any concerns of 3rd party operation of account.

We require an official utility bill issued by the relevant company (issued less than 90 days ago).

Thank you for your patience and cooperation,

FatFruit Casino Reviews Team

Dear FatFruit Casino,

Thank you for your response.

Dear Gvaido30,

Could you please follow the casino’s instructions and provide a valid proof of address document?

As mentioned by the casino representative, an invoice is not considered an acceptable form of verification. Instead, you should provide a utility bill or another official document in its original format - not a screenshot. The document must clearly show your full name, current residential address, the date it was issued, and the issuer’s logo or official header.

Once you have the appropriate document, please send it directly to the casino and CC me at jakub.m@casino.guru so I can stay informed about the progress of your case.

Thank you for your cooperation.

Dear Gvaido30,

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.

In chat cant add pdf file, i sended already on email document (PDF) real bill , this case is so long that i can send already new PDF bill if needed.

Dear FatFruit Casino,

I wanted to kindly follow up and ask if there have been any updates regarding your review.

Thank you for your time and assistance.

Hi Kubo,

I've yet to receive any new document after I explained why we cannot accept the last one.

Haven't received a new document via my email or via support email/chat and player's account is closed so cannot be uploaded.

Without the document we cannot proceed.

Thank you,

FatFruit Casino Reviews Team

Dear FatFruit Casino,

Thank you for the update - noted and appreciated.

Dear Gvaido30,

Could you please forward the email containing the new utility bill you mentioned having already sent to the casino - to my email address at jakub.m@casino.guru?

Thank you in advance.

Dear Gvaido30,

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.

New utillity bill in all emails check, fresh as new from july month.

Dear Gvaido30,

I’m sorry, but the utility bill you have just provided is identical to the one previously submitted, which was rejected along with an explanation of why it could not be accepted.

Please provide a different document, such as a phone bill, internet bill, or - ideally - a bank statement. The proof of address must clearly display your full name, current residential address, date of issue, and the issuer’s logo or official header. It is also important that the document is recent, typically issued within the past three months. Unfortunately, the utility bill you provided appears too simple and unofficial to be considered valid.

Thank you for your understanding and cooperation.

Dear Gvaido30,

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.

Dear Gvaido30,

In order to proceed, please send the original PDF file (rather than a link to an external site) directly to the casino for review. You may CC me in the message (jakub.m@casino.guru).

Thank you.

Sended it to your email 👍

Dear Gvaido30,

Just to be sure - have you sent it to the casino as well?

Yes of course sended to fatfruit support email 🙏👍

Dear FatFruit Casino,

Could you please confirm whether you have received the document from the player? If so, have you had a chance to review it, and can it be considered sufficient for your requirements?

Thank you for your cooperation.

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 Gvaido30,

Unfortunately, the casino has stopped responding to our communication attempts. Without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo