Cafe Casino - Player’s account has been audited.

I have been an ever faithful customer to them, I've never done anything wrong like cheat or steal, I have made deposits every week for a year and honestly I have never withdrawed from them because i never really seem to win on their site but last week I was hitting like crazy, I tried to withdraw at $4,000, then suddenly my account is disabled and has been under review for over a week. They wont answer any of my questions, they wont respond to any of my emails. Wont even give me a time frame on how long the review will take. I'm not one to spread propoganda.... But I intend on getting justice. Is there anyone that can help me.

Dear Doctago,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise if your account was successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I actually never knew that considering this is the first time I’ve ever won like that. I wish someone would even tell me that much from their end but I am just met with constant denial and "I dunno" attitude from the awful customer service. They really couldn’t care less about you the longer you are a customer for. I had been fully verified before because I tried to cash out $300 before but they took so long I got the itch to play and lost it. I’m currently looking for a new online casino to play at and one that won’t pull the carpet from under me like Cafe Casino did. The worst part is the constant refusal to let me talk to someone in the "correct department" and not giving me a time frame either. I did. Not accept a free bonus but I did deposit under a match bonus and I beat the wagering amount and more and that’s when I tried to withdraw

Thank you very much, Doctago, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Doctago!

From now on, I will take care of your complaint. In order to proceed, I'd like to invite representatives of Cafe Casino into this complaint to help us with the resolution of the issue.

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 Doctago,

The casino remains unresponsive and after our efforts to contact them they seem not to engage with complaints on our website. Without the casino entry to the discussion, we can't even start resolving this complaint and we are forced to close it as ‘unresolved’, which will secure this casino's rating on the lower positions of our rating spectrum.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. In the meantime, I recommend you contact the casino's licensing authority directly. This casino is licensed by Curacao eGaming license. You can submit the complaint by following the license badge in the footer of the casino's website.

In case you'd decide to submit the complaint to the regulatory body of Cafe Casino, please let us know about any news in the said process. You can reach me via email: martin.d@casino.guru.