Cafe Casino - Player's win not recognized by the casino.

I was playing their Deluxe 777 game and hit a roll on 5-dollar spins that the game didn't register as a win. I have screen shots time stamps and all that. So, I stop playing and contact customer service. First guy is nice but repeatedly says he can't find the game. So, I pulled up transactions highlighted it and the time and sent. He closed chat. After 45minutes of talking. 2nd tried to tell me it wasn't a win because you have to " follow the pay line all the way through." Meaning you have to have 5 of a kind on a payline to win anything. I argued the rules and even, again, highlighted screen shots of their rules that could not be any clearer. Finally, after about an hour she agreed to escalate it to a manager. At this point I had 5 screen shots or so marked up spelling out my case so I didn't have to explain anything i just sent the screen shots. Luis was the name of the "manager" and they closed the chat.

Next guy refused to escalate after arguing with him for 45 minutes. So, i closed chat and tried again a few hours later, and I finally got someone that wasn't a total POS. They looked at what I presented. Said yep you have a point let me formalize the escalation and get it sent up stairs.

Waited over the 48 hour period they said I would have to and finally received response.

I won the roll with the water melons. I even have screen shots of the same game in the same formation, but with different symbols, that the game said I won on.

This casino cheated me and even when confronted with undeniable evidence their higher up management doubled down.

I'm unsure how much the roll was worth probably around 100-120 but I know my sanity and time are worth something. I would have comp'd anybody treated like this by any of my employees.

I had too many screen shots to add for the file sharing system so if you need original screen shots I can provide.

Dear 701sbest,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you encountered while playing the Deluxe 777 game.

To assist you better and investigate the matter thoroughly, could you please provide some additional details?

• Can you confirm the date and time of the gameplay session when the issue occurred?
• Did you receive any error messages or notifications during the gameplay?

Your cooperation in providing these details will help us investigate and work towards a resolution. Additionally, if you have any relevant communication with the casino's customer service, please forward it to petronela.k@casino.guru.

We'll do our best to work with the casino to find a satisfactory resolution.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

There are time stamps with the dates on the original screen shot I included, as well as a screen shot of the transaction page at 9:40 pm 1/20/24. I stop as soon as it happened and contacted customer service. I do not have the logs of our conversations because they make it very difficult to get or record them when the close chats frequently. I also uploaded their final response where the acknowledge the spin but simply say its not a winner. I provided them evidence that it was via their own rules page and screen shots of other spins, one of which was exactly like the one in question, that were granted wins. I received no error message of any kind and even though i presented a bullet proof case they stuck to their story and doubled down, except for the one support staff that finally escalated the situation for me. I had several simply refuse to or close chat. They claimed my spin just didnt win because there weren't "complete" lines on the pay line. So, they were saying the line has to follow all the way through as in be 5 of a kind on every roll. It was clear complete crap. You couldn't convince my 5 year old of that when the pay table goes down to 3 in a row, paying left to right, right to left, and one any of the middle 3 as well. I feel like i included everything you have just asked for in my original post via the attachments. but I will send them against from my email now.

Thank you

I appreciate your time.

Thank you very much, 701sbest, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

They are licensed aren’t they? What about appealing to their licensing authority?

Hello there,

Thank you 701sbest for providing us with all the information. I hope we'll be able to resolve this issue together. If you wish to file a complaint to the licensing authority you can do so here: (https://verification.curacao-egaming.com/validateview.aspx?domain=cafecasino.lv)

I would now like to ask Cafe Casino for their help in resolving this complaint. We would like to know why the win was not registered and what can we do to help the player receive their winnings.

Thank you!

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.

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. Please let me know how the licensing authority responded (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter