Cafe Casino - アカウントのリンクにより、プレイヤーの引き出しが遅れます。

I won the money when I went to withdrawal they said my account was linked to another account that appeared to have a gambling problem the problem was I had just won 50,000 2 weeks prior and when they noticed I won again they shut me down I deserve the remaining money in my account

Dear kreisbrelyn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Have you ever requested self-exclusion from any casino?

Could you please share your communication with the casino? You can send emails or chat transcripts to my email at dominika.l@casino.guru or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes my fiancé has a account but rarely uses it

I don’t know what kyc is

and no my winnings were not part of a bonus it was withdraw ready

no I’ve never self excluded myself

I’ve made several attempts to reach them through the live agent icon when I try to sign in and no one will reply

Thank you for your help resolving this issue

Dear kreisbrelyn, do you and your fiance use the same device?

Has your fiance requested self-exclusion from any casino?

Could you please share a screenshot of the warning about your account being linked to another account with a gambling problem?

No we do not use the same device

no

I don’t have any documentation they told me that once and every time I go to login page no one will answer the chat box but my fiancé can be sitting next to me and hit the chat box and they answer

Thank you very much, kreisbrelyn, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you kreisbrelyn 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's account blocked and what can we do to help the player receive their winnings.

Thank you!

Thank you so much

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter