Cafe Casino - Player’s account was disabled.

I created an account and made multiple deposits via btc. Ended up depositing and hitting 9k on slots. Attempted to cash out and was able to successfully verify my identity. About an hour later I received an email stating my account is under investigation and my account is disabled. I have done nothing wrong and don't see any logical reason that my account would be under investigation. I don't have multiple accounts nor do I play on any other device besides my phone. I haven't heard anything back as they say I will have an update on my account within 24 to 48 hours.

Dear Chyann,

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

Could you please advise which documents you have already provided and when exactly did you send the last one? Could you please advise how much did you deposit in the casino altogether? Did you achieve your win using bonuses or not? Could you please forward the original email from the casino to tomas@casino.guru? Alternatively, post it here.

Thank you in advance for your reply.

Best regards,

Tomas

I submitted a picture of front and back of my ID as well as a selfie which was submitted and successfully verified on 1/3/23. I'm not exactly sure how much I've deposited all together but if I was to guess I'd say around 500 as I just recently started playing here. I did not achieve my win using a bonus. I have also forwarded you the email.

Hello Chyann,

the casino sometimes may opt to temporarily suspend accounts during the verification process. I'll set the timer for 7 days to give the casino time to complete any necessary checks. Please keep us informed if there is any news in the meantime.

It has now been 9 days since my account has been disabled with no update. Talked with live chat and they couldn't tell me anything until they have completed their "investigation"

Thank you very much, Chyann, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Thank you so much

Dear Chyann,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear Cafe Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

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 get your winnings back - 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