Cafe Casino - Player's account has been blocked.

I need further assistance with my account! It was locked for absolutely no reason! Claiming that myself and my referral have the same address!?? Which is completely false. We do not live together and did nothing wrong. I want my account unlocked along with my referral bonus! I did everything I was supposed to do in order to refer a new person and instead of being rewarded I was punished along with my referral! It’s definitely not a good first impression. I still have no idea where they got the idea that my referral and I share the same address but it’s completely false and we can obviously prove our addresses. I explained this to the support agent but he didn’t want to listen nor help whatsoever. He just kept repeating the same thing as if I hadn’t said anything. And immediately went to disabling both accounts! As you can tell I’m extremely upset! If you could please help me I would very much appreciate it!

Thank you, 

Joshua A******

Dear joshapthorp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your referral share any of the following: household or email address, telephone number, same payment method, IP, or device?

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

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

No we do not. Although at that exact time she was at my house visiting. But no we do not share any of the aforementioned details.

So, at the time of the registration you both had the same IP address, is that correct? Have you used separate devices to register the accounts? Was your account successfully verified in the past?

Thank you very much, joshapthorp, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Cafe Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Dear joshapthorp,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Cafe Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to resolve your issue with the blocked account - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. However, please note the casino's license is unverifiable, which means that the casino may operate without any valid gaming license and in that case, the regulator will not help you with the issue.

If there is any progress with your issue or you need help, please let me know at stefan.m@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Stefan, Casino.Guru