Cafe Casino - 疑わしいアクティビティのため、プレイヤーのアカウントは閉鎖されました。

I submitted my documents for KYC over a month ago. I finally got a response today telling me my account was banned on suspicion of multi-accounting and bonus abuse. I did neither of these things. I literally won the money playing roulette with non-bonus money. I used my real driver's license.

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.

• Was the personal information you registered under identical to the personal information found on the documents you provided during the verification process?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please list which documents you provided to the casino during the verification process?
• Have you activated a welcome bonus in the casino in the past?
• Have you made any payouts from the casino previously?

Thank you very much in advance for your reply.

Best regards,

Tomas

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• Was the personal information you registered under identical to the personal information found on the documents you provided during the verification process?

Yes

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

European Roulette only

• Could you please list which documents you provided to the casino during the verification process?

Driver's license, front and back, and a selfie holding it, and utility bill

• Have you activated a welcome bonus in the casino in the past?

Yes

• Have you made any payouts from the casino previously?

Yes

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.