FatFruit Casino - Spelarens konto är avstängt och vinster konfiskeras.

i Had balance of around $3700 - $3900 by memory. then to my shock, my account got suspended, balance $140.

recieved email-

"We would like to inform you that we have identified your deposit was made from an account in the name of a company.

According to our Terms and Conditions, deposits are only permitted using personal payment methods in your own name. Therefore, the last deposit must be refunded and any associated winnings have been voided. It is not allowed to use business or company accounts for deposits."

So..1- the bank account is named by the bank as-

business one plus. but it is registered under my personal name Steven L****** and used for every day purchases and there is no name of a company attached to the account as they claimed, this is clearly stated on bank statement.

I mentioned this to live chat and she then said-

"Business One Plus is for businesses and companies. It is not allowed to use business or company accounts for deposits"

I asked where this is stated in t&c as i couldnt see it and i only see the below T&C, but she wouldnt answer the question and just kept dismissing me and to email support, which ive done with no reply as yet.

11.2 Using third party payments is prohibited. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts.

so as per the t&c i have not violated the terms but seems like they've just used a made up rule, which isnt written in the official tc, to try and justify taking my winnings. i cant believe it

have i missunderstood something here?

Im also concerned about making an oficial complaint with Casino GURU because of the following below,

16.3 Casino is to acknowledge a complaint started by the account holder only. It is forbidden to and you can therefore not assign, transfer, hand over or sell your complaint to the third party.

16.4 Casino will dismiss the complaint if the matter is handed over to be conducted by the third party and not the original account owner.

will they automaticly dismiss this complaint if guru contacts them?

Also just prior to this, new verification of card ect was requested but the back and forth delaying with doc declines along with vague incorrect info was provided to me reg the faults and specific doc requirments i needed to rectify, seemed odd at the time as ive done many verifications. i understand why they were doing that now.

this whole thing is not right and totaly false claims made.

all my docs evidence and the t&c clearly prove that i havnt violated there terms and obviously this is a deliberate act from the casino due to my winning balance.

ive deposited and made small withdraws over last 2 years with no issue

im not a big gambler and my winnings of $3700 is a big amount for me which would of greatly helped out in a few areas at home, but these thieves put a stop to that

appoligies for spelling

PLEASE HELP

IVE BEEN SCAMED

Steven

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear langas,

Thank you very much for submitting your complaint. I’m sorry to hear about what happened with your account and the balance reduction.

To understand everything properly and to see how we can move forward, I would like to clarify a few points:

• Could you please confirm the exact date when your account was suspended and when the casino reduced your balance?
• You mentioned that the bank account is named "Business One Plus" but is registered in your personal name. Are you the only person listed as the owner of this bank account, and can you provide proof of that (for example, a bank statement clearly showing your full name and no business entity listed)?
• Have you used the same payment method in the past with this casino without problems, and were withdrawals processed previously?

Regarding your concern about the casino dismissing the complaint if we contact them:

We will not take over your complaint; we will mediate it. You remain the owner of the complaint, and our communication is based on your permission, so the casino should not dismiss it for this reason. We contact the casino only to gather more information and to help both sides reach a resolution.

If you have any screenshots, emails, or documents showing your communication with the casino, including anything that confirms the account ownership of the bank, please upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The date was 26/12 when the casino reduced my balance while i was playing, then i instantly received an email about the suspension.

Yes i am the only person listed as the owner of this bank account.

Yes i can you provide proof of that with a bank statement clearly showing my full name and no business entity listed. This was also provided to the casino. I will upload here.

Yes i have used the same payment method linked to the bank account in the past with this casino without any problems, with 44X deposits and 2X withdraws.

Im unable to load the full pdf doc of my bank statement here, so here is a screen shot.

I will email the doc to petronela.k@casino.guru

Email showing my communication with the casino. no reply received

Casino Terms and Conditions regarding depositing Effective from: 16.06.2025 / Last updated: 16.06.2025

Regarding the following from casino in email -

"Please request a withdraw 140 AUD back to your business account (516366******5527 linked to account ****3966). Your account will remain suspended until your withdrawal is processed."

I have not made this request as of yet. Do you recommend i wait until the issue is resolved or make the request now?

Also i do not recall the exact balance before it was reduced as it happened all of a sudden while playing, but it was between $3700-$3900

Thanks for your assistance. It is most appreciated.

I finally received a reply to my email that disputed their claims with all evidence attached.

Unfortunately they reiterating that

"business cards cannot be used when initiating payments, as this is not permitted",

yet still refusing to answer about T&C not stating this and refusing to answer about the use of this account for 43 deposits and 2 withdrawls.

Blatant unconscionable willful ignorance.

Hi langas,

Thank you for the detailed updates and for providing the additional evidence. I appreciate the time and effort you’ve put into clearly documenting the situation.

At this stage, we have sufficient information to proceed further. Based on the materials provided, the key point that now needs to be clarified by the casino is the inconsistency between their actions and the wording of their published Terms and Conditions, specifically regarding the use of your bank account and the retroactive voiding of winnings after long-term acceptance of the same payment method.

Regarding the remaining balance of AUD 140, we recommend waiting for now and not requesting the withdrawal until this matter is clarified, as doing so could be interpreted as acceptance of the casino’s decision.

Dear langas,

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). 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.

Wishing you a Happy New Year and all the best ahead! 🎉✨

Thank you I really appreciate your help with this.

Regarding the remaining balance of AUD 140,

I have already requested the withdrawal as I needed this money which was mine and it was successful.

There was no notice of acceptance message sent to me stating the my withdrawal would be interpreted as acceptance of the casino’s decision, so surely this cannot be deemed as so?

They can easily just deduct the $140 from my balance before it was unjustly wiped

Hello there,

Thank you langas for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FatFruit Casino for their help in resolving this complaint. We would like to know why was the player's account suspended and winnings confiscated.

Thank you!

Hello both, thank you for contributing to this thread so far!

We have had a look through the case and the player's account and would like to provide some clarity.

Although the account displayed the player's name, it was identified as a business banking product (Westpack Business One Plus), intended for commercial activity and explicitly separate from a personal account. Business and commercial accounts are not permitted for gambling transactions, including those held by sole traders, as they do not represent personal funds and may involve business or third-party transactions which we are unable to accept due to regulatory and anti-money laundering requirements.

Please note that sole trader status does not change the classification of a business bank account, nor the presence of a personal name convert a business account into an acceptable personal payment method.

Hopefully this clarifies the situation from our end, should you wish to continue playing with us in the future, we kindly ask that you use a personal bank account or other personal payment method registered exclusively for private use.

To Fat fruit,

Thank you for your reply.

But it has been mentioned to you

4 times now, that the violation that you’re claiming is not listed in your T&C’s, yet you still refuse to address this in each of your replies for some reason?

T&C’s only state that -

" You only must make deposit from bank account, bank cards, e-wallets or other payment methods that are registered in your own name"

I have not violated this because the account is registered in my own name.

You cannot just make up a rule when it suits you financially.

Also it has been mentioned to you 4 times now, that the use of this same account has previously taken place for 43 deposits and 2 withdrawals, yet you still refuse to address this in each of your replies for some reason? You cannot just enforce this all of a sudden when it suits you financially.

So no, unfortunately this does not clarify the situation from my end.

Im very interested in what the complaints specialist at casino Guru has to say about this.

Hello dear player,

We would like to clarify that this is not an internal rule applied at our discretion. As a Curaçao licensed operator, we are required to apply a risk-based AML/CFT approach to all player activity, including payment methods.

As part of these obligations, deposits must be made using personal payment instruments funded from private income. Payment methods linked to business or commercial funds, including business cards used for sole-trader activities, carry additional AML risk and cannot be accepted for gambling transactions.

While Curaçao legislation does not list business cards as prohibited word-for-word, licensed operators are required to restrict payment methods that cannot be sufficiently verified under AML requirements.

For these reasons, deposits made via business or commercial payment instruments are not permitted as we cannot sufficiently verify how those funds are mixed with business operations.

This is our stance at this stage and we'd like to know how Casino Guru assesses the situation. Thank you!

to fatfruit

you continue to ignore addressing the successful 40 deposits and 2 withdrawals using the same card?

so you’re saying there are certain terms and conditions that are not stated in your t&c on your site?

i’m pretty sure that’s not allowed.

Well in that case if deposits are not permitted using that card there should be no problem you refunding all of the 40 deposits that were accepted using that format then right?

Quite simply, Ive played your casino to the rules stated in your T&Cs. You can’t ask any more of me than that

to Fatfruit

regarding -

"This is our stance at this stage and we'd like to know how Casino Guru assesses the situation. Thank you!"

It seems as though you may have missed reading the initial assessment from Casino Guru as you failed to clarify the key points.

Initial assessment below

"Based on the materials provided, the key point that now needs to be clarified by the casino is the inconsistency between their actions and the wording of their published Terms and Conditions, specifically regarding the use of your bank account and the retroactive voiding of winnings after long-term acceptance of the same payment method"

We would like to add that this was not a case where the player lacked access to compliant alternatives. The player also holds and has used a personal payment card from the same bank, which clearly represents personal funds and is fully acceptable for gambling transactions.

The player therefore had the ability to use a compliant personal payment method but chose to deposit using funds from a business account instead.

As this may involve business or third-party funds, their use is not permitted for gambling purposes.

We believe the decision is proportionate, consistent with industry standards and in line with our AML obligations.

To fat fruit.

This Information of what options I had is irrelevant.

correct yes I have used both accounts totally unaware this was not allowed due to the business account was accepted for 40 deposits and 2 withdrawals without any issue being raised with your casino until a larger withdrawal request was made, then you conveniently decided that it was an issue, Which you continue to refuse to address for some reason.

Also stated in your terms and conditions That accounts must be registered in personal name which this account is.

Dear FatFruit Casino representative, can you clarify if the business account was used for deposits and withdrawals, as the player has mentioned, and provide me with the deposit history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter, I have contacted you by email, thank you!

Hi Peter, I will email you bank statements confirming 40 deposits and 2 withdrawals from business account.

Thank you to both parties for providing me with the evidence.

Dear FatFruit Casino representative, I would like to ask if you could clarify why the player was previously allowed to deposit and withdraw with the card and was only prevented from doing so after a substantial win was achieved. While we understand that the regulation has to be followed if the player was already allowed to withdraw before, I fail to understand why the remaining winnings could not be paid out before the player was prevented from using the card further. I don't believe you would've returned the funds on the same basis if the player was not able to accumulate winnings using the card. As such, it created a situation where the player bore all the risk while the casino avoided any consequences. I hope we will be able to come to a compromise in this matter.

Thank you in advance for your reconsideration!

Hello and thank you for reviewing evidence provided by both parties Peter.

We would like to clarify that the fact that the player was previously able to deposit and withdraw does not indicate that the payment method was compliant or approved in principle. Our security and AML checks are applied using a risk-based approach, which means that not all payment method characteristics are necessarily identified at the moment of the first deposit. Once the payment method was reviewed in more detail, it was identified as a business banking product, which is not an eligible personal payment method for gambling transactions. At that point, immediate action was taken.

Regarding the timing and the handling of funds:

• All previous deposits made before the issue was identified had already been fully wagered and settled in the normal course of gameplay.

• The most recent deposit associated with the winnings was refunded to the originating payment method once the issue was discovered.

We consider this approach to be a balanced and proportionate outcome. The player did not suffer a loss of deposited funds due to the identification of the issue, as the deposit was returned while funds were still available on the account and were not lost in gameplay.

It is also important to note that the player had access to and used a compliant personal payment card from the same bank, which clearly represents personal funds. This was therefore not a situation where the player lacked the ability to use an eligible payment method.

For these reasons, we believe the resolution already applied represents a reasonable compromise that aligns with industry standards, AML obligations, and the risk-based nature of regulatory controls.

Well i would like to clarify that regagring

"the fact that the player was previously able to deposit and withdraw does not indicate that the payment method was compliant or approved in principle"

well from where i sit as a player, obviously the 40x deposits 2x withdrawals DOES indicate indicate that the payment method was approved in principle, understandably.

Regarding-

"Our security and AML checks are applied using a risk-based approach, which means that not all payment method characteristics are necessarily identified at the moment of the first deposit. Once the payment method was reviewed in more detail, it was identified as a business banking product, which is not an eligible personal payment method for gambling transactions. At that point, immediate action was taken"

This is information plus my transaction history essentially states that NO deposits or low value withdrawals get identified as a risk by your security and AML checks, but a more substantial withdrawal does.

Thats not fair surley,

Regarding

"The player did not suffer a loss of deposited funds due to the identification of the issue, as the deposit was returned while funds were still available on the account and were not lost in gameplay"

Loss of deposited funds is not in question here.

Regarding

"It is also important to note that the player had access to and used a compliant personal payment card from the same bank, which clearly represents personal funds. This was therefore not a situation where the player lacked the ability to use an eligible payment method"

Well it is also important to note that i was unaware that i was choosing a non compliant card because it does not state that it is in your T&C’s and ONLY states that -

" You only must make deposit from bank account, bank cards, e-wallets or other payment methods that are registered in your own name"

Which i followed correctly to the wording.

With all the above info, how on earth is someone to know they are using a non compliant card?

Your usual play on words with this resolution does NOT already represent a reasonable compromise that aligns with industry standards, AML obligations, and the risk-based nature of regulatory controls.

Thank you for the clarification FatFruit Casino representative. If it is an AML and regulatory requirement to check the player's payment method, it should be done right away when the player registers, not only after the player achieves substantial winnings. Our stance on the situation is that if you were able to pay the player to use this method before this issue was discovered, you can do so now as well, and all outstanding winnings should be paid out before preventing the player from using the method and suspending their account.

The responsibility to adhere to regulatory requirements and AML policies should fall to the operator, and they should prevent players from being able to violate these rules. I hope we will be able to come to a compromise in this matter, otherwise we will be forced to close this complaint as unresolved, which may negatively affect your rating. Thank you in advance for your reconsideration.

Hello Peter,

Thank you for your continued correspondence.

While we maintain our position that the payment method used does not meet the eligibility requirements for personal gambling transactions and that our controls were applied in accordance with a risk-based regulatory framework, we acknowledge the concerns raised regarding clarity and timing.

In order to bring this matter to a definitive and amicable conclusion, and without prejudice to our position, we are prepared, on this occasion only, to pay the remaining disputed winnings in full.

This resolution is being made as a goodwill gesture to close the complaint and avoid further escalation. It does not alter our interpretation of the Terms and Conditions, nor does it constitute acceptance that business or commercial banking products are eligible payment methods for use on our platform.

Following this case, we will also be reviewing the wording of our Terms and Conditions to ensure that payment method eligibility requirements are expressed with maximum clarity.

We consider this matter resolved upon payment (3640.20 AUD).

Dear player please request a withdrawal of these funds back to the method you deposited with (business card). Kindly note that further use of payment methods classified as Business is not permitted. Thank you!

Peter Thank you so much for your clarification of the issue resulting in a fair resolution, of which I unsuccessfully attempted over many back-and-forth emails unfortunately.

I will mark this issue as resolved once my winnings are in my bank account.

Thanks again Peter for your assistance through this stressful situation it’s really appreciated

The withdrawal has been approved from our end, please allow 2-5 business days for the funds to reach your account depending on your bank's processing times.

Funds received within two minutes of my request.

Funny that how it can be done so instantly🤣

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear langas,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter