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Cafe Casino - account banned with no explanation
Ruling
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.
Player's Complaint
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 I had withdrawn before from Cafe Casino and they were always timely in their payouts (I would be paid exactly 72 hours later).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.
6 Responses
Thank you so much. I really appreciate it.
Hi bjforever,
I've spoken to Cafe Casino. They are currently waiting on you submitting your government issued photo ID and a copy of a bank statement or utility bill dated in the last 3 months.
Can you please forward these documents to the casino and let us know when you have done so?
Thanks,
ThePOGG
Sorry I'm just seeing this. I can get them a photo ID right now but I'll have to send over the utility bill tomorrow. As I recall in their email, they only wanted a utility bill if the address on my ID didn't match what they had on record (but mine does). I can still send both. In any case, I did not know they were waiting on me to send it because, in their first email, they wrote: "In order for us to continue with our investigation, we require that you attach and e-mail a piece of signed photo identification. If your listed address is different than the address on your identification, we ask that you please include a utility bill no older than three (3) months old, showing your name and full address." BUT in their 2nd email, sent about 10 minutes later, they wrote: "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." before I ever had a chance to send it over AND, additionally, in a separate email at the same time, they wrote: "Unfortunately, your withdrawal request has been declined." So, it seemed to me, they had made their decision and were no longer waiting for me to send any documentation. I will send it over right now to [email protected]
I just realized something as I was going over the emails! The email received 10 minutes later that said "he decision was made to terminate our business relationship with you" was actually from Slots.lv (the first email saying there was an investigation and that they needed my ID was from CafeCasino). I know these two casinos are somehow linked and I had an account at both. The emails looked so similar, had the same subject, and it clearly seemed like a follow up email to the email that Cafe Casino sent, that I didn't even notice it wasn't from them. In any case, they did send the email that my withdrawal was denied and my account was disabled as I am no longer able to log on.
I have now sent my Driver's license which has my signature on it and has my correct address to [email protected] . In their email, they said: "If your listed address is different than the address on your identification, we ask that you please include a utility bill no older than three (3) months old, showing your name and full address." Since that is not the case, I will assume they don't need it, but I can send one over tomorrow. Just let me know. Thank you.
Thank you so much for your help in all of this.
Hi bjforever,
Cafe Casino has informed us that they will not discuss this complaint with our service.
Sorry we could not be of further help.
ThePOGG
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Agreement
bjforever consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
- Cafe Casino
- Kahnawake Gaming Commission
October 16, 2019
Hi bjforever - welcome to ThePOGG.com.
I'll contact the operator and see what we can find out for you.
Thanks,
ThePOGG