Cafe Casino - プレイヤーのアカウントは閉鎖されました。

Hi my name is ******. I have been at this casino for almost 4 years. Last Sunday I needed to change my number because I changed carriers. I have to contact the agents via chat in order to do that. I've done it before a couple times and had no problems. On Sunday the agent asked me my pin as they do always and I accidentally gave her the wrong pin. She said I had a second chance so at that second chance I gave her the correct pin and moved on to the next security questions. She never stated that I'd had done anything else wrong all of a sudden she said that she has disabled my account due to security question I got wrong. She said I had 24 to 48 hours and I needed to send in a copy of my driver's license and a selfie holding my driver's license which I did. On the second day after I sent it in I contacted them and they said it was processing and I needed to wait. I then contacted them again on day 4 and they said that they still have my verification processing. I asked them why it was taking so long and they said because they've been busy. It is now day 6 and I just would like to collect my winnings and be done and they no longer contact me or answer my chat. You guys have helped me before and I would appreciate if you could help me just get my account open so that I can collect my winning and close my account. The email that the account is under is [removed by Casino.Guru admin]. I have one screenshot of our conversation on day 4 but all the others since when my phone would black out and closed because I wasn't I was waiting for a response it would automatically erase everything that the conversation said.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cafe Casino. Please allow me to ask you a few questions so I can better understand the situation.

• How did you learn about your account being blocked? Could you please share the communication where you were informed that your account is blocked?
• Could you please clarify when was the last time you changed the phone number associated with your casino account, to your knowledge?
• When did you change the number you are using?
• Could you please share with me your communication with the casino regarding the account closure due to security concerns? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

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I was chatting with the agent when she told me she has disabled my account. And I asked why she said I have wrong personal information. I later found out it was my phone number. The last time was about 2 years ago. I had that number for a long time. I got a new carrier about 2 weeks ago. I switched to safe links. I don't have anymore screen shots of our conversations. Everytime I was waiting on a response when chatting if my phone would close it deleted our conversation. And since that last one I sent you they have not responded on chat or email.

Thanks for the detailed explanation.

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us in dealing with players' issues.

Sadly, we are forced to close your complaint as "unresolved."This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of Cafe Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number.

If you haven't done so already, you may want to complete the casino's dispute process. https://www.cafecasino.lv/terms-of-service

15. JURISDICTION, APPLICABLE LAW AND DISPUTE RESOLUTION

15.1. If you have any complaints or concerns arising from your use of the Website, including any concerns about material which appears on the Website, please contact [email protected], where a member of our Customer Service Team will address your complaint. If your complaint cannot be resolved to your satisfaction by our Customer Service Representative, you may request to [email protected] that the complaint be escalated to a Customer Service Supervisor.

15.2. In the event that you are not satisfied with the outcome of your complaint, you can submit your concerns to the Clicking HERE.

Furthermore, you may wish to contact the casino's licensor and submit a complaint with them; however, please be prepared for the possibility that it may not be accepted. For more information, please check our articles on the topic: https://casino.guru/licensing-authorities/curacao-license

The casino can reopen this complaint anytime.