Cafe Casino - Player’s winnings have been capped.

So on June 16 I received an email from CAFECASINO telling me about a promo they were offering for 200 free spins with an 80 dollar deposit as well as 100 free spins for 50 and 50 free spins for 20 on the game GOLDEN BUFFALO @ .40 forty cents per spin. I make me deposit of 80 dollars it says I have 200 spins. Now mind you in a daily casino player and have been screwed on promos before by not reading the fine print or the rules etc so I go out of my way to do so now prior to making the deposit. The only thing related to anything about a restriction or play thru or max spin or max win amount is a message on the email that states "what’s the catch" followed by "there is none" verbatim states that yeah ? Ok fine so I start up the game start my spins and as I reach spin 12, a message appears stating that I had reached my maximum win amount of 20 yes twenty dollars . I’m like wait what? Who in their right mind would of ever agreed to that promotion if the max cash out was 20 bucks? That’s not even remotely worth it or fair or logical like how wouldn’t you win over 20 with that many spins ? But sure enough it ended my game. I have screen shots of the site rules the bonus description the email and the dialogue I’ve had with two different supervisors both admitting to the misleading false advertisement used to lure customers into making a deposit and then bait and switching them after it’s too late. They have since sent out a site email stating " just a heads up the max cash out for the free spins is 20 bucks" which was sent out on the 17th more than 24 hrs after the fact solely as a way to try and save their asses if anyone else were to call them on their shady unethical scam they’re running. I offered to allow them to make things right and award me my remaining spins (188 ) or a comparable cash amount to which they replied they could offer me 35 dollars with a play thru requirement to which I laughed and turned down warning them to to fact that I was going to expose them globally to every platform I could find as well as social media review sites reddit .. you name is as well as reporting them to the gaming commission of curaçao and lastly my attorney to seek damages for the grief this has caused me. I hope that as many people as humanly possible see this inquiry and think twice before EVER signing up for this scam site or if you already have, not being fooled by their shady grimey twisted lies and manipulations. They are awful awful people and deserve everything they have coming to them I will provide any and all proof of this for everyone to see! Save your money and your integrity and stay far away from these crooks.. these criminals... you have been warned !

Dear Oheyitsmikeb,

Thank you very much for submitting your complaint and for forwarding all the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru? Do I understand correctly that you have deposited $80 and redeemed the following promotion?

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

Yes that’s correct. And I have a TON of communication screen shots from the discussions I’ve had with cafecasino regarding this issue as well as the rules pages and bonus terms taken the day of the. Discrepancy just in case they altered anything to try and save their asses much like how they attempted to send out that half ass heads up message the following day because they knew they screwed up. No sane person would deposit 80 to be able to win 20 Kt doesn’t even make sense.. and why offer 200 spins if you could only get 20 bucks ? Especially when they had lower amount deposits with less spins as options (20 dollar deposit gets 50 spins) I could have done that and still had spins left over if that were the case and then would have zero incentive to deposit 80 in the first place. They straight up pulled a bait and switch after they lured me in thinking I was going to get 200 spins and then having no idea of a cap I get to my 12th spin and it just cuts off and a message pops up saying I had reached the bonus max...? I’m like wow what?!? They’ve attempted to offer me a "exception" and said they would credit me 35 dollars with a playthru requirement to which I laughed and instantly denied. What logic are they using when I had 20 dollars off of 12 spins who knows what I would have generated with another 188 spins .. I’d be willing to bet a lot more than 35 chump change bucks .. with a damn playthru what a joke. They wouldn’t even offer that if they were confident that they didn’t mess up but they thought I’d bite on the hush money and they could make this go away. Not happening I’d much rather expose them to the world and file a lawsuit if need be and they’ll be paying a lot more than 35 dollars with the lawsuit award , the potential sanctions from the gaming commission and the lost revenue of not only my deposits but anyone who’s fortunate enough to see this inquiry before considering depositing with that casino. I explained this all to them but they wouldn’t budge off the 35 dollars and kept referring to this situation as a "miscommunication" and "misunderstanding" on my end when that’s completely false instead it was a strategic manipulation used intentionally for the basis of luring me in to make an 80 dollar deposit just to bait and switch me with no intention on ever delivering on their advertised promotion . It’s total DECEPTION infact it defines it. I will submit your you the conversations I have had with cafecasino one of which was with a "supervisor". You will receive them shortly . Thanks for taking on this case I truly appreciate it .

And I just noticed you have the wrong promo highlighted .. it was for the weds/thurs free spins

Thank you very much, Oheyitsmikeb, for your reply. Is it the following promotion?

It says 100 Free Spins, is that correct? Could you please forward any relevant communication before we'll contact the casino? Looking forward to hearing from you.

I just sent you over a pdf file containing all 52 pages of documents I have in reference to this .. sorry it’s so many but I was sure to be thorough to provide everything you May need moving forward . If you need anything else from me or have questions regarding the case or my documents feel free to contact me anytime and I’ll do my best to assist you . Thanks again !

Thank you very much, Michael, for your email and all the relevant communication and screenshots. I believe I checked everything and found a screenshot of the promotion:

One last thing please before we'll contact the casino. Could you forward your game history as well?

And yes that is the promotion they sent me via email that you posted that states 200 spins for 80 dollars and also "what’s the catch?" "There is none" "just make the deposit and have the spins immediately added to your account"

And why do you need my game history and why is that relevant to this? Also how do I even get access to that in the first place ?

Thank you very much, Michael, for your reply. You should be able to access your game history in your casino account and download it in Excel format. If not, you can request it from the casino itself. Why is it relevant and important? I would like to check the course of the game. Maybe we will agree that it wasn't of any help later, but before we'll contact the casino, I would like to collect as much information as possible to support our case. Thank you very much in advance.

I’m only able to pull the last 30 days and it’s not broke down spin by spin just starting and ending amount for each session

Please forward it anyway, if it's not too much hassle. Thank you very much.

Ok will do

Thank you very much, Michael, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej 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.

Thanks for your help and also hope to get a fair and favorable outcome with this inquiry. I mean you do see how this was clearly unfair on the casinos end right? And that I have a case here being as they never made it clear or specified this max cash out what so ever prior to me making the deposit and playing the spins correct ?

Also I believe the header of this complaint is incorrect. It should be something to the effect of "player misled by bonus offer" or "casino false advertised to lure a deposit than cancelled following deposit" "casino switches bonus terms mid sessison" or something like that .. I don’t think what you have there now really fits with the actual complaint I’m making....

ATTN: I wish to reverse this inquiry immediately as to my surprise the casino actually followed up with me after investigating my claim and has issues my w refund of my 80 dollar deposit and an additional 200 dollars for the misunderstanding and I am completely satisfied with the outcome and no longer wish to pursue this investigation I thank you for your time and help and apologize for any inconvenience this may have caused

Hello Michael.

I am pleased to hear that the casino took responsibility and help you to solve your issue.

I hope that they take a lesson from it and next time chose better marketing communication and posted all "catches."

I am closing your complaint as "solved."

GL in your next game.