Cafe Casino - won't pay my $22,800

Ruling

Declined - Complaints related to identity theft/fraud are beyond the remit of this service and need to be managed by the payment provider and police.

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Player's Complaint

Content : I had contacted the DRO and chatted with cafe support about this issue and it's a very hard subject for me considering what all I e went thru and since what that experience has since cost me and it's gut wrenching and unfair to say the least,ok on May 5 the 2022 at about 1:39 am I won $20,000 on tens times Vegas and that was a blessing I thought because I needed to move and didn't know where I was going to get the money to find a place anyways long story short I was on the way home when I won so I decided to stop for a celebratory drink I must have been talking to loud or something and was robbed on my way out of the restroom the man physically took my belongs threatened me and knows my home address after stealing my belongs phone purse wallet etc I made a police report and by the time I was able to log into my cafe account to withdraw my funds they were gone I contacted support and I still don't know what addresses they withdrewmy funds to because cafe disabled my account and told me no unusual activity had occurred in my account and that was it ,after customer service reps assured me they would reissue me those winnings and I showed my police report to cafe only to be treated very poorly they told me nothing happend to my account and if I wanted my account reactivated I had to accept responsibility for the theft,I can not do that I would accept half the responsibility because I should have kept my account password more secure but I had not known I was going to be a victim of robbery, I just want to be able to withdraw my winnings I was so desperately in need of and for cafe to uphold their employees assurance to me that they would make it rightand issue me my money I was robbed and then robbed again and told by cafe that it was my fault that's terrible to tell someone,please someone help me I have shown them my police report and contacted the outlets they directed me to I contacted the cfpb but I found this site and hope to get some type of help here and not having to go any further I loved cafe and was a loyal player therei spent a very good amount of money with them and I can't believe the way they treated me when I already had a tramatic experience and I couldn't even get answers about anything nothing they offered no help I could have tracked the withdrawals or something but was unable to access that information and one would even answer me when I asked so please I am just trying to get the money I rightfully WON and due to an unfortunate act by a horrible human I was cheated out of that please help me over come the horrible negativity and heal also I have to move and due to my job closing I don't have the funds to get another place but I don't want sympathy I just want what I won thank you for your time and looking forward to hearing back from you , Have a good day and thank you again Sincerely [EDIT] ...ok that got approved as a complaint in the Curacao e gaming website they wrote me contacted cafe then they gave cafe until June 23 2022,to respond with proof showing they were trying to come to an agreement with me and that was the last I've heard from the Curacao e gaming adr department that's the last communication about my dispute complaint and I've wrote them and cc'ed cafe on all threads and never got any answer at all my complaint case number thru the official seal is ####13516 I really need some help I feel as if they just don't care and just are ignoring me and I desperately need my money this has been a horrible situation all around for me and now I am being evicted from my home and I need my money that I won fair and square I should be the only one able to withdraw it I had Every available security feature that was offered or available to me by cafe casino this was an unforseen act of a theft crime please help me I don't know what to do

Thank you

Best regards, [EDIT]

[EDIT] is the email I have the dispute with I didn't know if I could get in trouble for filing another complaint but I don't know what else to do

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