Cafe Casino - La cuenta del jugador se cerró debido a un "abuso de bonos".

I created an account at the behest of a friend of mine. After a night of playing I was up about 991.00. Out of the blue we both received an email stating "bonus abuse." The funny coincidental aspect of it was my account was the one disabled which they owed me $991.00. But his account was not disabled, which he didn’t owe a balance. Looks like if they truly thought that both accounts would have been disabled. I think it was just a way for them not to pay someone who had instant luck!

Hello seanlee9875,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cafe Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Was your friend's account verified? Did you 2 ever played from the same IP or same device? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

No I never was asked to verify. I had made a deposit with real money and received some bonus but I had successfully satisfied all wager requirements which was around $4000+. I would imagine his account is verified because he had been using them for awhile. And I imagine at some point we probably used the same IP but I can’t be for certain.

there are numerous posts about the same casino locking peoples account after hitting the hot drop jackpots for upwards of 6 months to a year. I honestly don’t think I’ll ever see the money, and I do appreciate yalls help, but mainly I wanted other people to know how shady their business practices are!

Hello seanlee9875,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

I don’t think I have any of the chat logs all they really said in chat was the details were emailed to me as to why my account was disabled. But I’ll gladly forward you the email I got and I can probably get my buddy to forward the email he got as well.

Somewhere they said you couldn’t refer someone for sole purpose of getting the referral bonus. Why would anyone do it then? That’s the whole incentive for doing it!!

Im forwarding email now!

Thank you seanlee9875 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you seanlee9875 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cafe Casino for their help in resolving this complaint. We would like to know why was the player blocked and funds confiscated.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Ok thank you very much for your y’all’s help! Doesn’t necessarily help me if they choose not to reply, but maybe it will help someone make a better informed decision before giving them their patronage!

It is just crazy to me that they are going to penalize someone for taking part in incentive they openly advertise, which to me is encouraging you to recruit friends to their platform in exchange for a referral bonus. *shake my head*

Hopefully they will choose to do the right thing. Again, thank you for your help!

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/complaints-landing) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of seanlee9875. We have received the following message:

I just wanted to provide an update. The gaming authority responded and said while they couldn’t intervene as far as who they wanted to conduct business with, they told me to contact customer service and I’d be able to withdraw my available money.

And I’m happy to report my money just hit my account 20 minutes ago. So it ended up being a positive outcome!

Dear seanlee9875,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter