Cafe Casino - Povlačenje igrača je odloženo zbog zatvaranja računa.

To Whom It May Concern,

I am submitting a formal complaint regarding Café Casino, operated by Arbol Media B.V. / Lynton Limited, licensed under Curaçao eGaming.

Incident Overview:

On September 7, 2025, I deposited funds and submitted a withdrawal request for $3,350 (Bitcoin), reference number fyp5m7t44. The withdrawal was initially accepted and confirmed by the casino. Shortly thereafter, I received notification that my account had been closed and the withdrawal declined, citing the existence of a previously closed account.

I voluntarily closed my prior Café Casino account for personal reasons related to responsible gambling. I had forgotten about this previous account when registering the current one. There are a multitude of online casinos and a few years ago I was using just about all of them. Regardless, I wish to emphasize the following:

1. Good Faith Play

All deposits and gameplay were legitimate.

I did not use fraudulent details, engage in bonus abuse, or attempt to circumvent any casino rules.

2. Acceptance of Deposits and Play

Café Casino accepted my deposit and allowed me to play despite the system being aware of my prior account.

If exclusion policies were intended to prevent play, the system should have blocked registration and deposits prior to allowing real-money gameplay.

3. Unfair Timing of Account Closure

The account closure and withdrawal rejection occurred after I had won a substantial sum and requested withdrawal, which constitutes predatory and unfair practice.

4. Inconsistent Policy Enforcement

I previously had a similar account situation with Slots.lv, under the same parent company, and my winnings were honored without issue.

This inconsistency highlights unequal treatment and raises concerns about the fairness of policy application.

Request for Resolution:

In light of the above, I respectfully request that Curaçao eGaming review this case and instruct Café Casino to

Honor the full $3,350 withdrawal.

Supporting Documentation:

Screenshot of the approved withdrawal request (Reference: fyp5m7t44)

Screenshot of the decline email from Café Casino

I acted entirely in good faith, and I firmly believe fairness and integrity require that either my winnings or my deposited funds be promptly returned.

Thank you for your attention and assistance in this matter.

Sincerely,

Adam C

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Cafe Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please specify when you first opened your account and when you requested the account closure?  
• Would you be so kind as to forward me the self-exclusion request and the confirmation that your first account was closed to my email [email protected]?
• Was your first account verified?  
• When did you create your second account? Did you use the same personal details (e.g., name, date of birth, address, email)?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

They paid me!!

Dear player,

I'm glad to hear that you finally received your withdrawal and that your issue has been resolved. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru