FatPirate Casino - 플레이어의 계정 폐쇄 요청이 처리되지 않았습니다.

I asked for my account to be closed and received an email asking for confirmation in which I replied to confirm I would like my account closed on 28th February. This was not actioned and I was still able to continue playing despite asking for my account to be closed which has lead me to spend more money and cause a loss for me financially. Am I able to request a refund for the money I have lost?

Dear Jayda87,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances

(after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

• Could you please specify the reason for closing your account?
• Is your account currently open? Did you request the closure of your account again due to a specific reason?

Thank you very much in advance.

Best regards,

Tomas

Hi Tomas,

I made it aware that I had a gambling problem previously and the website closed my account.

i then relapsed and they allowed me to open my account again and I asked them to close it via email and they emailed me back asking me to confirm that I wanted it closed which I replied yes. Whilst waiting for them to close my account I was still able to make several deposits which I would not have done or been able to do if my account was closed.

kind regards,

Jamie

To confirm, my account is still open

Thanks for your reply.

Could you please share your self-exclusion request sent to the casino? Sent the evidence you informed the casino about your gambling problem my email at tomas@casino.guru

If your account is still open, kindly send a new self-exclusion request to the casino.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Fat Pirate support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@fatpirate.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Dear Jayda87,

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 Tom,

the above email has been sent and I have CC’d you in as requested.

i sent another email to them on 19th March asking to close my account and this has not yet been actioned. It is really affecting my mental health now and I am suffering severely, I am at a huge loss now financially. Please let me know the next steps as soon as possible.

kind regards.

Jamie

Tom, the website still has not shut down my account, is still sending me promo emails and SMS and I have STILL been able to gamble on this website, loosing further money. Please, can I ask for your response as a matter of urgency as this is really really affecting me

Thank you very much, Jayda87, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 Jayda87, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Do you have any e-mails or conversation screenshot where we can see you informing the casino about gambling addiction, prior to the e-mail sent on 20/03/2025?

I’d like to invite a representative of FatPirate Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. In case of sensitive information you can e-mail me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi Matej,

i don’t have any screenshots but I can assure you I have spoken to many of the advisors and told them of my gambling issue, I got dismissed by every one of them and got told to email them, which I did many times. I was ignored.

my account has now been closed after speaking to someone via that chat yesterday and explaining to them how much this is affecting me and they only then took me seriously!

just wondering now that my account is closed, how I can look in to getting my losses returned back to me since begging them to close my account.

kind regards,

jamie

Dear all

Kindly be informed that customer account is permanently closed.

Best Regards

FatPirate Casino

Dear Jayda87, without any proof (screenshots of your conversations with live chat agents, or e-mail communication) it will be impossible to prove anything. In the evidence you provided, you have only mentioned closing the account until you request re-opening. That classes as a regular account closure and thus we can't request a refund from the casino.

Officially, you have requested a proper self-exclusion on 27/03/2025, and the account has been closed the next day, which is very commendable on the casino's side.

However, we do have a problem with the voiding of the balance upon account closure, as that rule is extremely unfair and against our Fair Gambling Codex. Can you please confirm how much real money did you have on your account on 28/03/2025?

Thank you for the quick response, FatPirate Casino, much appreciated! Could you please confirm the account has been closed and marked as "closed due to gambling addiction" without an option for re-opening and that all marketing communication will cease as well? In case there was a balance on the account at the day of closure, would you consider refunding said amount to the player? And lastly, would you consider deleting the term stating that upon account closure all balance is void - or at least change it for a fair version?