FatPirate Casino - A retirada do jogador foi adiada.

Hello, I won at FatPirate and currently have €22,360 in credit that I'm trying to cash out.

Not a single withdrawal has been processed in 14 days, so I decided to open this complaint. When I won, my VIP level was 3, and three withdrawals of €800 each were processed. I was then downgraded to VIP level 1. Since then, no further withdrawals have been processed.

FatPirate's terms and conditions state that I can withdraw €7,000 per month with my VIP level. Unfortunately, I'll never be able to reach this limit because FatPirate processes withdrawals so slowly. Please help me ensure that the casino adheres to its own terms and conditions and pays out according to the monthly limits.

Hallo ich habe bei FatPirate gewonnen und derzeit 22360€ Guthaben die ich Versuche auszuzahlen.

Seit 14 Tagen wurde keine einzige Auszahlung bearbeitet daher habe ich mich entschieden diese Beschwerde zu eröffnen. Als ich gewonnen hatte war mein VIP Level 3 und es wurden einmal 3 Auszahlungen zu je 800€ bearbeitet und ich wurde anschließend auf VIP Level 1 runtergestuft. Seitdem wurde keine Auszahlung mehr bearbeitet.

Die AGBs von FatPirate besagen dass ich pro Monat 7000€ auszahlen darf mit meinem VIP Level. Leider kann ich niemals dieses Limit erreichen so langsam wie FatPirate die Auszahlungen bearbeitet. Bitte helfen Sie mir dass sich das Casino an die eigenen AGBs hält und gemäß den monatlichen Limits auszahlt.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing. To better understand your situation and assist you as effectively as possible, I’d like to ask you a few clarifying questions:

• Am I correct in understanding that you previously managed to withdraw €2,400 successfully from this casino?
• How many withdrawal requests are currently pending in your account, and what are the respective amounts?
• When was the last time you were in contact with the casino? Have they provided any explanation for the delay in processing your payments?
• Have you completed the full KYC verification, or at least submitted any identity documents for the process?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Veronika.

Yes, I received €2,400 previously. However, that was three weeks ago.

I currently have two €500 and one €800 withdrawals pending for over two weeks without any response from the casino. I sent an email to FatPirate on July 9th, asking when the withdrawals would finally be processed. I never received a response.

Verification hasn't been requested yet. I think the reason for this is that I'm already verified at other casinos in this group.

I hope you can help me get my payouts according to the terms and conditions.

Hallo Veronika.

Ja ich habe zuvor 2400€ ausgezahlt bekommen. Allerdings ist das mittlerweile 3 Wochen her.

Ich habe derzeit 2x 500€ und 1x 800€ Auszahlungen ausstehend seit über 2 Wochen ohne jegliche Reaktion des Casinos. Ich hatte am 9. Juli eine Email an FatPirate gesendet und gefragt wann die Auszahlungen endlich bearbeitet werden. Es wurde nie geantwortet.

Eine Verifizierung wurde bisher nicht angefordert. Ich denke der Grund dafür liegt darin dass ich bereits bei anderen Casinos dieser Gruppe verifiziert bin.

Ich hoffe Sie können mir helfen meine Auszahlungen entsprechend der AGBs zu erhalten.

Unfortunately, everything is still unchanged and I have not received any further payment

Es ist leider nach wie vor alles unverändert und ich habe keine weitere Auszahlung erhalten

Not a single payout has been processed since July 12. That's been three weeks now...

Seit 12. Juli wurde keine einzige Auszahlung bearbeitet. Das sind 3 Wochen mittlerweile...

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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 Maruschka,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite FatPirate Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Maruschka,

Thank you for reaching out to us.

Regarding your VIP level, we would like to kindly draw your attention to the following article from our Terms and Conditions that you accepted upon your registration:  

6.12 <...>

The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.

<...>

As for your withdrawals, the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind regards,

FatPirate Casino Team

Hello FatPirate.

The terms and conditions on the website that I accepted upon registration also state that I can withdraw €500 per day and €7,000 per month at the lowest VIP level.

You only paid me €2,400 last month, and at that time I was VIP Level 3 with a monthly limit of €12,000. And now I've been waiting for three weeks without any further payouts. I hope you also adhere to the terms and conditions you specify and pay me the €7,000 I'm entitled to in August, September, and October.

Thank you in advance

Hallo FatPirate.

Die Bedingungen auf der Website die ich bei der Registrierung akzeptiert habe sagen außerdem dass ich 500€ pro Tag und 7,000€ pro Monat auszahlen kann mit dem niedrigsten VIP Level.

Im gesamten letzten Monat haben Sie mir lediglich 2400€ ausgezahlt und damals war ich VIP Level 3 mit einem Monatslimit von 12000€. Und jetzt warte ich seit 3 Wochen ohne weitere Auszahlungen. Ich hoffe Sie halten sich ebenfalls an die Bedingungen die Sie angeben und zahlen mir im August, September und Oktober jeweils die 7,000€ die mir zustehen.

Ich bedanke mich im Voraus

Instead of sending me emails with cashback offers and trying to get me to play again, I would be happy if FatPirate would just finally process my withdrawals.

Anstatt mir E-Mails mit Cashback angeboten zu senden und zu versuchen mich wieder zum spielen zu bewegen würde ich mich freuen wenn FatPirate einfach meine Auszahlungen endlich mal bearbeitet.

Dear Maruschka,

We are pleased to inform you that your withdrawal request of 1500 EUR has been successfully completed.

Kind Regards,

Fat Pirate Casino Team

Hello. I have requested new withdrawals

Hallo. Ich habe neue Auszahlungen beantragt

Dear Maruschka,

what is the current pending balance? Have you received any of the funds from the casino?

Hello. My balance is €19,060, and €1,500 is still being paid out.

Hallo. Mein Guthaben ist 19060€ und 1500€ sind noch in Auszahlung.

Dear all,

We would like to update you regarding the case. 1000 EUR withdrawal has been completed since your last message while 500 EUR has been cancelled by provider.

Thank you in advance.

FatPirate Casino Team

Hello, yes, a €500 withdrawal was canceled on August 12th without explanation. I have to wait another day before I can request it again.

Now there are three payouts of €500 each pending.

Hallo, ja es wurde eine Auszahlung von 500€ storniert am 12.08. ohne Begründung. Ich muss wieder einen Tag länger warten bevor ich sie erneut beantragen konnte.

Jetzt sind wieder 3 Auszahlungen je 500€ ausstehend.

Dear Maruschka,

please keep us updated of any new development.

Hello, unfortunately no further payouts have been processed yet.

In the 18 days of this month, only €2,800 has been paid out so far. I'm curious to see if we'll reach the monthly limit this month.

Hallo, leider wurde keine weiteren Auszahlungen bisher bearbeitet.

In den 18 Tagen dieses Monats wurde bisher lediglich 2800€ ausgezahlt. Ich bin gespannt ob wir diesen Monat das monatliche Limit erreichen werden.

Hello, no further withdrawals have been processed yet. Instead, FatPirate sends me emails with cashback offers, which are intended to entice me to continue playing instead of finally processing the withdrawals.

I've received €2,800 in the last 21 days of this month. I don't expect to reach the €7,000 monthly limit I'm entitled to unless FatPirate slows down. Frankly, I find it very unfair.

Hallo, es wurde immer noch keine weiteren Auszahlungen bearbeitet. Stattdessen sendet mir FatPirate emails mit Cashback angeboten die mich dazu verleiten sollen weiter zu spielen anstatt endlich mal die Auszahlungen zu bearbeiten.

Ich habe 2800€ in den 21 Tagen dieses Monats ausgezahlt bekommen. Ich gehe nicht davon aus das monatliche Limit das mir zusteht von 7000€ zu erreichen wenn das Tempo nicht seitens FatPirate verändert wird. Ich finde es ehrlich gesagt sehr unfair.

Dear all,

I hope you are well.

We would like to inform you that 500 EUR withdrawal has been completed today.

We will notify you when we have further updates.

Best regards,

FatPirate Casino Team,

Hello, €500 was paid yesterday and €500 today. I have already requested new withdrawals.

Hallo, es wurden gestern 500€ und heute 500€ bezahlt. Ich habe bereits neue Auszahlungen beantragt.

Dear Maruschka,

thank you for the update. Please keep us updated of any new development.

Hello, two more withdrawals were processed but again one withdrawal was canceled without giving any reason.

I calculated that FatPirate paid €5,300 in August.

I still have €17,000 in credit.

Hallo, es wurden nochmal 2 Auszahlungen bearbeitet aber wieder wurde eine Auszahlung storniert ohne Angabe von Gründen.

Ich habe ausgerechnet dass FatPirate im August 5300€ bezahlt hat.

Ich habe noch 17000€ Guthaben.

Dear Maruschka,

thank you for the update. Please keep us updated of any new development.

Hello, still 15500€ outstanding.

Hallo, noch 15500€ ausstehend.

Dear Maruschka,

thank you for the update. Please keep us updated when you receive more funds.

Hello, still 13000€ outstanding.

Hallo, noch 13000€ ausstehend.

Dear Maruschka,

thank you for the update. Please keep us informed when you receive more funds.

Dear Maruschka,

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.

Hello, still 11500€ outstanding.

Hallo, noch 11500€ ausstehend.

Dear Maruschka,

thank you for the update, please keep us informed of any new development.

Dear Maruschka,

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.

Hello Jana, there are still €10,000 outstanding and I have requested new payouts.

Hallo Jana, es sind noch 10000€ ausstehend und ich habe neue Auszahlungen angefordert.

Dear Maruschka,

thank you for the update. Please keep us informed when you receive more funds.

Hello, I still have €8,500 outstanding. However, I haven't received a payout for 7 days.

Hallo, es sind noch 8500€ ausstehend. Ich habe allerdings seit 7 Tagen keine Auszahlung erhalten

Dear Maruschka,

thank you for the update. Please keep us informed of any new development.

Hello, I still have €5,500 outstanding and I have requested new withdrawals.

Hallo, es sind noch 5500€ ausstehend und ich habe neue Auszahlungen beantragt.

Dear Maruschka,

thank you for the update. Please keep us informed of any new development.

Dear Maruschka,

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.

Hello, there is still €4,000 outstanding.

Hallo, es sind noch 4000€ ausstehend.

Dear Maruschka,

thank you for the update. Please keep us informed when you receive more funds.

Dear Maruschka,

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.

Hello, there is still €2500 outstanding.

Hallo, es sind noch 2500€ ausstehend.

Dear Maruschka,

thank you for the update. Please keep us informed of any new development.

We still need €1066.

Es fehlen noch 1066€.

Dear Maruschka,

thank you for the update. Please keep us informed when you receive more funds.

Everything has been paid for. Thank you very much!

Es wurde alles bezahlt. Vielen Dank!

Dear Maruschka,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru