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Dear juhp9,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Please allow me to ask you a few questions, so I can understand the whole situation completely:

• Did you accumulate your winnings with or without an active bonus?
• Could you please advise when exactly you sent the last documents?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were they explicitly rejected? Did the casino ask you to provide new ones?

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

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Casino Guru!

I had a bonus, but I wagered it and after wagering I collected the winnings from the amount already released! I feel like they are wasting time. Elsewhere, with verification and everything, it never took more than a week.

The documents were thrown back without any explanation or they asked for new ones, which they did not inform me about anywhere, somewhere they promised to inform me, and I sent them in again because I saw that I had to upload the selfie and account statement again. I uploaded the documents for the first time on Wednesday last week, on Friday evening when I logged in I saw that nothing had happened but the selfie and account statement are still needed. Since then, nothing... under processing. I have read a lot of bad things, unfortunately only afterwards. A lot of time has passed and the matter is nowhere to be found. I have seen others who were referred to as having not even been verified. There are very interesting things there. The information on their website says that they will review the documents within 24 hours, the transfer will take 3-5 days maximum... unfortunately, none of it is true. They can't help you with anything, neither on chat nor by email. They have no information about anything, no access, they can't see anything, just be patient.. It doesn't inspire confidence, they didn't reassure me. Not at all!

Dear Casino Guru,

My selfie was finally accepted and I sent them my last 4 months of statements and they only asked for 3, but that's not enough for them, should I send the one with the deposit.. they still can't identify me? This is unbelievable. It's been going on for 20 days.. and it takes days for them to process anything. I deposited on 05.10. I don't have a statement for that yet and I'll only get it from the bank on 06.05. Why can't they accept the data they received? They're dragging out the time. The check should have been done before the payment, not 9 days after the request. It's amazing what's going on here. I just want my money that's due to me but I'm really fed up. I've never waited this long anywhere. 4 days is the limit.. The glass is full.. If we keep going like this, I won't get it after next week either. What should I do?

Why aren't the other statements enough? There have never been any like this anywhere.. And how do I send you about the payment?? Well, they have to see it. and I don't get a sensible explanation!

Thank you very much for your reply, juhp9. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I sent it! please help! I think they are messing with me. It says I should send my statement by the deadline of April 23rd to May 23rd. The bank hasn't even generated it yet!! Will I get my money? Or will they drag it out? So what do they think? I sent the last 4 months. They don't see any of that?? It's outrageous.. I'm out of patience. Please help!!!

Dear juhp9, do I understand correctly that the casino asked you to provide a bank statement for May 2025 as proof of your deposit made in May? Can you please specify when the deposit was made? Is it correct that you'll be able to download the bank statement only tomorrow (05/06/2025)?

Were your four other statements for the previous months accepted?

Dear Natalia!

the previous and all other documents were accepted, but the May one has not been generated by the bank to this day.. I am already very worried because 150 thousand was taken back and I cannot claim it again. first they said that it was the bank, then a 3rd party so they have no control over it, then they said that it was because they had not received the requested statement yet.. Beautiful... I am very angry! They keep talking back and forth..05.10. I paid in and 05.11. I claimed the winnings. Unbelievable.. The bank said that the bank would generate the statement by 06.10. I think the casino is having fun. They should have been able to determine who the account belongs to from that amount, etc.... They don't want to pay, and they are even threatening to suspend my account and withhold the winnings if the requested documents are not received within 30 days. There is no mid-month statement. What should I do??

Dear Casino Guru

Today, I finally received my May statement and forwarded it to the casino. They don't really answer my questions, not even why the 150,000 HUF payment was canceled and why they won't let me claim it again. 2 x 150,000 HUF payments are still pending because there were 3. I don't understand anything anymore. What they are doing is very mean and I hope I finally get my money this week. I've been waiting for about a month!

Thank you very much, juhp9, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 juhp9,

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 juhp9,

Thank you for your patience.

We sincerely apologize for the delay you experienced during the verification process. We understand how important timely processing is, and we appreciate your understanding.

We’re pleased to inform you that your account verification has now been successfully completed following the escalation to our KYC team. Your pending withdrawal requests are currently being processed and will be completed as soon as possible.

Thank you again for your understanding and cooperation all this period of time!

Best regards,

FatPirate Casino Team

Thank you for your reply, FatPirate Casino.

Dear juhp9,

Please notify me, when you receive the mentioned withdrawals.

Dear Mirka and Fatpirate Casino!

1 payment has arrived, at 09:46, there are 2 more that I am waiting for. I hope they will arrive today and then I will be happy! Thank you for your cooperation and help. I will let you know as soon as the other two payments have arrived.

Dear juhp9,

Could you please confirm, if you have received the full disputed amount by now?

Dear juhp9,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru