Cafe Casino - The player's bet was not accumulated.

Hi I am a loyal player at cafecasino.lv and I have a complaint about this site. I have been treated unfairly due to a game on the website called Jackpot Pinatas. I won a bonus on this game with a 5 dollar bet and the game froze and I have not been able to play this bonus. I have brought this problem to the attention of the casino and they will not help me fix this issue so I can play this bonus. So when you get the bonus you are able to choose pinatas and it grants you a multiplier for your wins and at the end of the bonus you are granted free spins. When I go to the game it takes me to a screen stating that my bonus needs to be played. When I click ok it takes me to the bonus screen to proceed to choose my pinata. When I click on a pinata it then gives me an error message saying that the game needs to be reloaded. When I click ok it takes me back to the homepage of the casino. I have troubleshooted this issue in every way possible with all of their recommendations including clearing history, using incognito browser, trying several different browsers, etc etc etc. I have asked live support to help me resolve this and they say they have no evidence I ever played the game which is untrue. I have contacted tech support and they said the same thing. I have contacted moderators on the forum and was asked to provide proof of my issue. I provided them with a video of me sharing my screen which included a screen video of me signing into my account on cafecasino to prove it is my account and then me proceeding to choose the game , and then showing them the error messages and the game kicking me out. I have given them permission to sign onto my account to check it out for themselves and to see that it doesn't work. They refuse to help me with this issue . This means I lose out on my bonus I am owed at $5 bet . They said too much time has lapsed and that they cannot go back in time and check for the gameplay up to a certain date. I brought this to their attention about a year ago and still try all the time to get them to help me and I rejected. I have literally spent thousands and thousands of countless dollars here for the 5 years I have been a customer . I am very disappointed that they will not fix my problem and that they will not compensate me for such a loss. Espexially with the bet being at $5 there is guaranteed winnings that I am being denied . I would like to please ask for help in resolving this issue since they reject me everytime. I believe in confidence that they should honor this issue for me considering the amount of money and time I have put into this casino. I can attach proof such as my screen video showing the issue, screenshots , whatever you need but please help me as I would love to be able to play my bonus I earned and would love to be able to play this game again.

 Right here below is a link to the YouTube video I uploaded as proof to cafe casino of the game not working properly .

https://youtu.be/vc85ClS2NEI

I really hope you can help me resolve this issue because as stated I am a very loyal customer to cafe casino and have been for 5+ years . I just want to be treated fairly as a customer and I deserve to play my bonus that I paid for it is only fair. If you need any other information from me I am more than willing to provide with any screenshots or information needed to help me get this resolved. Thank you and I appreciate it.

Hello cortscrystalz,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cafe Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified and it is still active? Are you able to access your betting history to provide a proof that you really did spend the $5? When was the last time you spoke to the casino and what was it about? Did you also contact directly the game provider of the mentioned game?

Looking forward to your answer.

Regards,

Nick

Ok my account is open and has been fully verified for probably four years now. I am unable to access the betting history since so much time has lapsed as of now and it only provides for up to three months I believe . I have asked for an entire printout of all of my lifetime transactions including betting history etc however they refused to send this to me. I could have went back and found this info if I wasn't refused my history. The last time I spoke to the casino was the same day I made this conplaint and it was on the forums for the site asking a moderator to please fix the situation since I have given proper proof the the game not working and they denied me once again. This has been an ongoing problem for almost a year and I've had enough at this point. I have not contacted the game makes directly yet and was not sure exactly the make of the game since cafe casino doesn't show the maker in the gane itself.

Hello cortscrystalz,

It is possible that the casino has no longer the log from the year ago. However, if the issues is still there and you provided a clear proof of it, they should act accordingly.

I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Please also note that the casino did not respond at all for some of the previous complaints they had on our website so it might happen again.

Wish you best luck resolving it.

Regards,

Nick

Hello cortscrystalz,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hi thank you for helping me with this issue as I have been struggling to fix it for a long time. The thing is , on top of my bonus not being able to be played and missing out on a prospective great amount of money, it is one of my favorite games and I can't play it since it it glitched out and stuck...

What ends up happening if the representative never responds to the matter ?

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.

When the casino is non-responsive the best what you can do is contact the casino's regulator.

Here is the URL address:

https://verification.curacao-egaming.com/validateview.aspx?domain=cafecasino.lv

scroll down to complaints:

Please let me know when you submit your complaint to the regulator.

Hello cortscrystalz,

Please confirm that you submitted your complaint to the regulator; otherwise, I cannot proceed, and I must reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.