have been using this casino for over a year and have withdrawn a couple times before but hav lost over $10000 recently until I hit for a lil over $5500 so I requested a withdrawl of $2422 n June 3rd cuz they have a $25000 limit and instead of honoring my request a few days later thwy declined the request and "temporarily disabled my account" and sent me an email requesting I send them a copy of my ID that matches my address they have on file because of "suspicious activity".... I replied with the docume to that same day (June 3rd) and it's been now 12 days and all i have received from them is 1 email reminding me of the investigation asking for thw documents 1 more telling me since they haven't received my documents they are going to permanently disable my account in 48hrs and all $ will be voided if they do not receive the requested documents and 1 more email asking me to take part in a survey about the person who sent me the email threatening to disable permanently..... I have sent them the documents 5 different times, tried emailing them 10 speaker times and tried and failed to contact them on live chat atleast 20 times.....please help me

Dear Arrettferguson,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in completing the additional account verification?

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

Best regards,

Petronela

I have provided the required documents yet they are not acknowledging said documents and are still acting like I didn't send them and saying they are going to keep my winnings and disable my account permanently, and now I cant even get them to respond to me and I've tried like 75 times to get in touch thru their live chat but it just times out after the 20 minutes every time no staff ever comes onto the chat....So that's why I am asking for help here so maybe it will get them to acknowledge this problem..

Thank you very much, Arrettferguson, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Arrettferguson,

I've just reviewed your case and fully understand your concerns. I'll contact the casino to help you with the issue. However, can you please send a confirmation to my e-mail ([email protected]) that you've also contacted the casino not only at [email protected] as I can see from your screenshots but also at the [email protected] as required by the casino in their emails? Thank you in advance.

I'd like to invite a representative from the Cafe Casino to join this conversation and participate in the resolution of the complaint. Could you please share more information regarding the case? Are there any reasons for the player's account to be disabled though he claims to have provided all the required documents for the verification? Can you please check if you have received them?

Regards,

Natalia

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’.

Hi Arrettferguson,

I'm really sorry, but since we haven’t received any reply from the casino regarding your case, we cannot continue resolving this complaint and are forced to close it as ‘unresolved’.

My apologies for not being of more help, but at least closing this complaint as unresolved will make a negative impact on the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

Regards,

Natalia