Cafe Casino – account banned with no explanation
Found for the Player - Cafe Casino have refused to discuss this complaint with this service. As such this complaint is ruled in favour of the player.
Read our Cafe Casino Review.
After making several deposits, I placed a withdrawal for $1,000 with Reference Number [EDIT] on October 8th. I had withdrawn before from Cafe Casino and they were always timely in their payouts (I would be paid exactly 72 hours later). This time, I reached out about it when 4 or 5 days had passed with no payout. They kept giving excuses saying that there was a high volume of withdrawals, etc. I knew that was a lie (and it definitely was) because, not only had it been way too long, but, when I would inquire about it via chat, they would say, let me take a look at your account and the withdrawal and they wouldn't come back with that reason until after looking. Obviously, if there really was some general backup of all withdrawals, they would have mentioned that at the beginning (and see below for more reasons why it was proven a lie). In any case, more than a week later (early this morning around 4:30am EST) I decided, in case there was some issue in the system that the representatives didn't know about, I cancelled the withdrawal and then resubmitted it (new withdrawal reference number [EDIT] also for $1,000). Then I get an email from their financial services department saying "Hi [EDIT], Your account has been temporarily disabled after we found suspicious activity in your account. Your account is currently under investigation. In order for us to continue with our investigation, we require that you attach and e-mail a piece of signed photo identification." This was at 5:50am EST. At 6:02am, I got this email: "Hi [EDIT], The investigation into your account has concluded. After a full review of the activity in your account, the decision was made to terminate our business relationship with you and discontinue services and products offered. As such, your account will need to remain disabled." So, they literally gave me 12 minutes to send them my photo ID. I was sleeping! No reason at all was given other than "suspicious activity". I also got an email at 5:51am saying "Unfortunately, your withdrawal request has been declined." I did win a number of times in a row at Cafe Casino which I admit is rare (I haven't been really lucky anywhere else), but I didn't cheat or break any rules. I would be happy to send a photo ID. If they want to terminate my account without giving any reason, that's their right and I'll never play there again if that's what they want, but, they took my deposits and they need to pay me my last withdrawal of $1,000. You can't just not pay and give no reason after accepting deposits from somebody. They lied to me about why my withdrawal was delayed giving me no chance to prove false whatever it is they claim is wrong with my account or activity. Please help me get my money. This is can't happen. Thank you so much.
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