FatPirate Casino - L'account del giocatore è stato chiuso, ma è consentito l'accesso e la ricezione di offerte bonus.

Dear CasinoGuru Team,

I hereby submit a formal complaint against the provider FatPirate.

I had my player account permanently blocked on December 21, 2024, due to gambling addiction. This block was explicitly confirmed to me by the provider on December 22, 2024.

Despite this active self-exclusion, I received a promotional email with a bonus offer ("Get a €50 bonus") from FatPirate on April 30, 2026. This email tricked me into logging in again.

Logging in was no problem, even though my account was supposed to be permanently blocked. I was then granted bonus credit and could participate in the casino without restrictions.

Over time I have:

- generated over €3,000 in revenue

- reached an account balance of €1,628.60

After fulfilling the wagering requirements, this balance was reduced to €250.00 in real money, which was itself subject to further wagering requirements. I subsequently lost this balance entirely.

I see several serious violations here:

- Disregarding an existing self-exclusion

- Enabling login despite blocking

- Active reactivation through bonus advertising

- Granting bonus offers despite known gambling addiction

In my view, this behavior clearly violates the principles of responsible gaming and the protection of banned players.

I therefore ask you:

- to examine this case

- to request a statement from the supplier

- to assist me in clarifying and potentially reimbursing my losses

All relevant evidence (email history regarding the suspension, confirmation of account closure, bonus email, as well as game history and account balances) is available and can be submitted.

Thank you for your support.

Best regards

Sascha Hermann

Sehr geehrtes CasinoGuru-Team,

hiermit reiche ich eine formelle Beschwerde gegen den Anbieter FatPirate ein.

Ich habe mein Spielerkonto am 21.12.2024 aufgrund von Glücksspielsucht dauerhaft sperren lassen. Diese Sperre wurde mir am 22.12.2024 vom Anbieter ausdrücklich bestätigt.

Trotz dieser aktiven Selbstsperre habe ich am 30.04.2026 eine Werbe-E-Mail mit einem Bonusangebot („50 € Bonus erhalten") von FatPirate erhalten. Diese E-Mail hat mich dazu verleitet, mich erneut einzuloggen.

Der Login war problemlos möglich, obwohl mein Konto dauerhaft gesperrt sein sollte. Anschließend wurde mir ein Bonusguthaben gewährt und ich konnte uneingeschränkt am Casino teilnehmen.

Im Verlauf habe ich:

- über 3.000 € Umsatz generiert 

- einen Kontostand von 1.628,60 € erreicht 

Nach Erfüllung der Umsatzbedingungen wurde dieses Guthaben auf 250,00 € Echtgeld reduziert, welches erneut Umsatzbedingungen unterlag. Dieses Guthaben habe ich im Anschluss vollständig verloren.

Ich sehe hierin mehrere schwerwiegende Verstöße:

- Missachtung einer bestehenden Selbstsperre 

- Ermöglichung des Logins trotz Sperre 

- aktive Reaktivierung durch Bonus-Werbung 

- Gewährung von Bonusangeboten trotz bekannter Spielsucht 

Aus meiner Sicht verstößt dieses Verhalten klar gegen die Grundsätze des verantwortungsvollen Spielens und den Schutz gesperrter Spieler.

Ich bitte Sie daher:

- diesen Fall zu prüfen 

- den Anbieter zur Stellungnahme aufzufordern 

- mich bei der Klärung und möglichen Rückerstattung meiner Verluste zu unterstützen 

Alle relevanten Nachweise (E-Mail-Verlauf zur Sperre, Bestätigung der Kontoschließung, Bonus-Mail sowie Spielverlauf und Kontostände) liegen vor und können eingereicht werden.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen 

Sascha Hermann

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you requested a refund due to failed protection from the casino already? What did the casino reply?
• If there is any subsequent communication originating from the casino regarding the case, please forward it to my email at [email protected] or post it here.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you very much for your message and your support.

I will gladly answer your questions and fully summarize the facts:

1. Access to my account:

At the time of the incident, I still had access to my account despite having self-excluded. Logging in was no problem, even though my account was supposed to be permanently locked.

2. Self-exclusion / Background:

I had my player account permanently blocked on December 21, 2024 due to gambling addiction.

This block was explicitly confirmed to me by the provider on December 22, 2024 ("Your account has now been closed upon your request.").

Corresponding evidence is available.

3. Reactivation through advertising:

Despite this active and confirmed self-exclusion, I received a promotional email with a bonus offer ("Get €50 bonus") on April 30, 2026.

In the following days, I even received several more promotional emails (sometimes daily).

These promotional emails were the deciding factor in why I visited the site again after a long time.

4. Serious violation:

After receiving the promotional email, I was able to:

- to log in without any problems

- to receive a bonus credit

- to participate in gambling without restrictions

This clearly shows that:

- my self-exclusion was not technically implemented

- I was actively reactivated despite my known gambling addiction

- player protection has completely failed

5. Damage incurred:

This resulted in significant gambling activity and losses, which could have been avoided without these circumstances.

6. Contacting the casino / Refund:

I have already contacted the provider and filed a complaint and requested a refund due to the failed player protection.

The casino has so far only confirmed that my account has been closed and that the case is being reviewed internally, but has not offered any concrete statement or solution.

7. Further communication:

As soon as I receive further answers from the supplier, I will of course forward them to you immediately.

In summary, from my point of view this is a clear and serious violation of the principles of responsible gaming, because:

- a confirmed self-exclusion was ignored

- I was actively reactivated through advertising

- I was still granted access despite my gambling addiction

All relevant evidence (self-exclusion, confirmation, promotional emails, game history) is available and can be submitted if required.

Thank you for your support.

Hallo Tomas,

vielen Dank für Ihre Nachricht und Ihre Unterstützung.

Gerne beantworte ich Ihre Fragen und fasse den Sachverhalt vollständig zusammen:

1. Zugriff auf mein Konto:

Zum Zeitpunkt des Vorfalls hatte ich trotz bestehender Selbstsperre weiterhin Zugriff auf mein Konto. Ein Login war problemlos möglich, obwohl mein Konto dauerhaft gesperrt sein sollte.

2. Selbstsperre / Hintergrund:

Ich habe mein Spielerkonto bereits am 21.12.2024 aufgrund von Glücksspielsucht dauerhaft sperren lassen.

Diese Sperre wurde mir am 22.12.2024 vom Anbieter ausdrücklich bestätigt („Your account has now been closed upon your request.").

Ein entsprechender Nachweis liegt vor.

3. Reaktivierung durch Werbung:

Trotz dieser aktiven und bestätigten Selbstsperre habe ich am 30.04.2026 eine Werbe-E-Mail mit einem Bonusangebot („50 € Bonus erhalten") erhalten.

In den darauffolgenden Tagen erhielt ich sogar mehrfach weitere Werbe-E-Mails (teilweise täglich).

Diese Werbe-E-Mails waren der ausschlaggebende Grund, weshalb ich die Seite nach langer Zeit erneut besucht habe.

4. Schwerwiegender Verstoß:

Nach dem Erhalt der Werbe-E-Mail war es mir möglich:

- mich problemlos einzuloggen

- ein Bonusguthaben zu erhalten

- uneingeschränkt am Glücksspiel teilzunehmen

Dies zeigt eindeutig, dass:

- meine Selbstsperre nicht technisch umgesetzt wurde

- ich trotz bekannter Spielsucht aktiv reaktiviert wurde

- der Spielerschutz vollständig versagt hat

5. Entstandener Schaden:

Im Anschluss kam es zu erheblichen Spielaktivitäten und Verlusten, die ohne diese Umstände vermeidbar gewesen wären.

6. Kontakt mit dem Casino / Rückerstattung:

Ich habe den Anbieter bereits kontaktiert und eine Beschwerde sowie eine Rückerstattung aufgrund des fehlgeschlagenen Spielerschutzes eingefordert.

Das Casino hat bisher lediglich bestätigt, dass mein Konto geschlossen wurde und der Fall intern geprüft wird, jedoch keine konkrete Stellungnahme oder Lösung angeboten.

7. Weitere Kommunikation:

Sobald ich weitere Antworten vom Anbieter erhalte, werde ich diese selbstverständlich umgehend an Sie weiterleiten.

Zusammenfassend handelt es sich aus meiner Sicht um einen klaren und schwerwiegenden Verstoß gegen die Grundsätze des verantwortungsvollen Spielens, da:

- eine bestätigte Selbstsperre ignoriert wurde

- ich aktiv durch Werbung reaktiviert wurde

- mir trotz Spielsucht weiterhin Zugang gewährt wurde

Alle relevanten Nachweise (Selbstsperre, Bestätigung, Werbe-E-Mails, Spielverlauf) liegen vor und können bei Bedarf eingereicht werden.

Vielen Dank für Ihre Unterstützung.

Dear ihea1984,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear ihea1984,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the FatPirate Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a FatPirate Casino representative to join this conversation and participate in resolving this complaint.

Dear FatPirate Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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 all,

We truly appreciate your patience.

We would like to inform you that the account was permanently closed and email and phone number have been removed from the promotion and advertising list, so player should not receive any further communication from us.

Upon further review of the account, no deposits were made after it was reopened. The player only received a free bonus. While they successfully completed the wagering requirements for this bonus, they subsequently played the balance down to zero.

We trust that this information will assist in clarifying the matter for you.

Best regards,

FatPirate Team

Dear FatPirate Casino,

Could you please forward me the evidence showing the player’s deposit history, as well as any evidence confirming that they only claimed the free deposit bonus after their account was reopened?

You can send me an email [email protected]. Thank you!