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Cafe Casino - Disabled Account/Verification
Ruling
Found for the Player - Despite our repeated efforts to contract Cafe Casino to discuss this issue we have received no useful response from the operator.
Read our Cafe Casino Review.
Player's Complaint
11/15/19 - Cafe sent me an email stating my account has been temporarily disabled due to suspicious activity and that I needed to email them a piece of signed photo identification.
11/17/19 - Sent them a copy of my driver's license and they stated they would review and respond within 24-48 hours.
11/20/19 - Asked for an update and received the response "I was able to locate the email you have sent with documents for verification on November 17. It is currently still in queue as we're unfortunately dealing with some verification delays but as soon as the process is complete, an update will be sent to you via account messages and email address registered on the account."
11/24/19 - Asked for an update and received the response "While we understand the concern regarding your account, we're still awaiting an update from the Verification Team on the documents you've sent. Once this is verified, we'll provide you with an update on your account."
12/2/19 - Asked for an update and have not received a response.
4 Responses
Hi vart_live,
Cafe Casino have informed us that they are still working to process your documents, but you have not yet called them to complete the security verification call. Can you please make this call and let us know once this is complete?
Thanks,
ThePOGG
So it turns out that this had nothing to do with verifying my account. They have disabled my account and confiscated the money I had on their site.
I have played on cafecasino.lv for three years and deposited over $250k on to their site during that timeframe. I have never had any issues with the site or withdrawing winnings until now.
I recently won $9k through one of their bonuses and cleared the rollover requirements necessary to request a withdrawal. However, after submitting that withdrawal they disabled my account and requested proof of identification. I sent in the requested documents but did not hear back from them. Over two weeks went by and I finally got through to their customer service who stated my account had been banned because i was identified as a non-recreational player who had abused their bonuses which was a violation of their T&C's.
Some of the relevant points from their T&C's state:
"Sanctions may be in the form of increased rollover requirements or loss of bonus privileges altogether for the offending Account as well as any linked Accounts. We reserve the right to restrict eligibility for special offers and bonuses when necessary. This includes but is not limited to placing geographic restrictions on match bonuses due to bonus abuse."
I have never had any of the other sanctions they suggest placed on my account in the time I have played on their site. I have played the same exact way the entire time claiming their bonuses and trying to clear them in order to withdraw. They had no problem with the way I was playing when I was losing money, however, once I win they immediately claim I am non-recreational, abusing bonuses, and confiscate my funds.
Hi vart_lives,
Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.
Sorry we could not be of further help.
ThePOGG
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Agreement
vart_lives 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
December 3, 2019
Hi vart_live - welcome to ThePOGG.com!
I'll contact the operator and see what we can find out for you.
Thanks,
ThePOGG