Cafe Casino - Player's account was put under investigation.

Recently, I signed up to Cafe Casino after a girl in our neighborhood gave me a flyer for a special offer if i made sure to list her as my referrer.

I deposited money using bitcoin to get the highest deposit bonus which was 350%. I played for a couple fairly lengthy sessions, and i had finally decided to quit, and realized that I had cleared the required rollover, and had $750 remaining in my account.

I requested a withdrawal, at which point, i was directed to submit identification information. I submitted my drivers licenese, a selfie with my license, and bank statement to the Casino. Obviously I expected that my withdrawal would be processed as soon as they received it and didnt think much more of it.

The following morning, I received notification that my account had been temporarily disabled while an investigation into my account took place. My $600 withdrawal was not processed, and my access to the account and my remaining funds was cut off.

I was absolutely furious because going into this thing, I felt like online casinos were just out to screw people over. Whether it be unfair gaming odds or not paying out, etc. And sure enough, thats exactly what happened.

I have now waited 5 days, and have had no further communication whatsoever from the Casino, and i just think its absolute garbage. Ive looked over the rules to see if i did something that was not allowed, and nothing. Im just a normal guy who signed up, spent money, and is now getting treated like a piece of trash. Hoping someone can help get this resolved. When ive reached back out to the support, they tell me that ill receive an email when the investigation is concluded. What is that? Such a bad way to do business.

I dont know if they have me confused with someone or what, but I could certainly resolve whatever issue they have if someone would simply speak to me and allow me the opportunity to clarify any misunderstanding going on. I just dont know what the issue could possibly be

Dear zhayden00,

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.

Could you please advise when exactly did you send the last one of the documents the casino requested? Have you provided all the required documents as soon as possible and in the correct format? Did the casino at any point suggest that either your balance will be confiscated or that you broke any rules?

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,

Tomas

They have had my documents for approaching 5 full days now and I send them again yesterday morning. I was told not to contact them until they contacted me. I totally understand the KYC procedure and necessity. However,. To have my account and remaining funds locked where I am unable to access the website seems bizarre. To submit a withdrawal request and now 5 days later, have no payment or update seems bizarre. Bur more than anything, being treated very dismissively for no reason is really frustrating.

No they have no indicated that I have broken any rules, they just said my account was temporarily suspended while they investigated the account. I'm not concerned about them saying I broke any rules because I absolutely have not. So I'm not sure what the issue is, how long this fiasco will carry on, or when I'll actually get my withdrawal processed

I received an email declining my withdraw request. We're now at 10 days of this nonsense. I've received no information as to what prompted this, and I've received no information regarding getting it resolved

Thanks for the update, zhayden00.

Did the casino specify any reason for the cancelation on this occasion? Also, please forward any relevant communication between you and the casino regarding your recent withdrawal attempts. My email is tomas@casino.guru

I'll await your reply.

No they did not. Everything is very matter of fact, and I’m not given an opportunity to hear what this is about, or speak with anyone to clear up whatever confusion they may have that has my account under investigation. I don’t know how to express frustration when I’ve had this happen and legitimately did nothing to violate the terms of the casino

Thank you very much, zhayden00, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Cafe Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello zhayden00,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Cafe Casino to join the conversation and participate in the resolution of this complaint.

Dear Cafe Casino,

Can you please clarify why the player's withdrawal was declined?

Kind regards,

Adam

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 zhayden00,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. 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. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam