usMatt Knowles
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12 July 2022 - 1:35am

Cafe Casino refused withdrawal

19 replies • Last post

I've deposited $6,000 at Cafe Casino over the last 3 weeks. I finally won a little bit of money (far less than my deposits over time) and requested a withdrawal about 48 hours ago for $2,114. Before I go further, I'll offer that I have screenshots of EVERYTHING. My account balance, my withdrawal request, my deposits over the last 30 days - EVERYTHING. Also, before I go further, my account was 100% legit. I am who I say I am. It's not my wife's account, or a friend's. It is mine. I have ID to prove it. I have utility bills, bank statements, whatever else.

So I requested a withdrawal. About 24 hours after my request, I get a message pop up in my messages on the site saying my withdrawal was declined. I had never withdrawn from them before, so I became concerned. Sure enough, I get another message within the next 60 seconds of my withdrawal being declined that my account has been disabled "per my request". I never requested this. I simply requested a withdrawal using their automated system.

So, i thereafter got on chat. The first customer service rep tells me "don't worry, everything will be fine!" And he tells me to contact them after 5am EST when the payment processing group or relevant department can get it fixed.

I thereafter chat with a different rep around 8am EST. I asked him what was going on and he said there was a "security concern" with my account. He asked me if I knew what he was talking about. Now, I only deposit anywhere using crypto. So this could not possibly be that I stiffed someone using an e-check or bad credit card or whatever. All my deposits came in crypto, and not one failed. And never once on my time depositing did I get a message about a "security concern" - first time was after I requested a withdrawal. And I'd made $6k in deposits over the last 30 days, so ample time was there for someone to contact me about their "security concern".

I asked for details and was told none would be provided. I asked what site has a "security concern" and they refused to tell me. So not only did they disable my account and refuse my withdrawal, but when I asked for identifying information on who had a security concern, they refused to even provide me with a name of a group/entity that I could contact to discuss this with. In essence, there was no way for me to resolve my dispute since I'm not a security concern and I'm entirely unaware of anyone or any site who has labeled me as such. First time I've EVER, in the history of my life as a person and gambler, been told I am a security concern.

So, that's how Cafe Casino stole $2,114 from me. Lesson learned. Only posting so no one else gets scammed by them. Steer clear.

All 100% true. Happy to provide screenshots upon request.

usbarbadosslim93
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12 July 2022 - 1:14pm
#1

Hmm, this is interesting and not the first time we've heard a similar story recently. Ed, doesn't this sound familiar to a recent case? I'm wondering what could be going on here.

I'm sorry this happened to you. Cafe Casino and their like are generally well regarded. I don't know what's going on, but I'd like to hear more.

usMatt Knowles
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12 July 2022 - 1:28pm
#2

Thanks for your reply. It sucks that it happened, but I feel slightly better knowing I'm not the only one.

This is wrong by them. There's no "catch" or twist to the story. They've simply decided not to pay. And my deposits FAR exceeded my withdrawal amount. So it's not like I won this money off a free chip or something.

usbarbadosslim93
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12 July 2022 - 4:56pm
#3

Yeah, I hear you and I believe you. I am curious as to these security concerns we've been seeing from casinos lately as the reason withdrawals are witheld. It's certainly curious at the least and nefarious at worst.

usSmoky818
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14 July 2022 - 7:00am
#4

Usually when players make large deposits in short period of time the sites get scared and worried and just block it off. Probably thinking why is this guy depositing 6k when he keeps losing probably not his money. In short i believe they just protecting themselves even tho a legit players is just donating money to them.

usMtm92
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14 July 2022 - 10:32pm
#5

@barbadosslim93 are you referring to my case with Slots.LV lol? It's still ongoing.

OP, good luck dealing with this. Not sure if you would want to pursue it, but CEG (cafe casinos master license holder) has a formal complaint and alternative dispute resolution service. I am using it currently to deal with my issue. The form can be found on Curaçao E-Gaming's website.

usMatt Knowles
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14 July 2022 - 11:04pm
#6

Was not aware of that form or avenue of pursuing resolution. Thanks for sharing!

usMtm92
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15 July 2022 - 12:40am
#7

For sure check it out! CEG seems to take complaints pretty seriously, and it's great you have screenshots, you'll need them when your presenting your side.

usbarbadosslim93
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15 July 2022 - 2:07pm
#8
Mtm92 wrote:

@barbadosslim93 are you referring to my case with Slots.LV lol? It's still ongoing.

OP, good luck dealing with this. Not sure if you would want to pursue it, but CEG (cafe casinos master license holder) has a formal complaint and alternative dispute resolution service. I am using it currently to deal with my issue. The form can be found on Curaçao E-Gaming's website.

I am referring to that case. It is weird, as the two casinos are run by the same group.

usMtm92
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15 July 2022 - 2:12pm
#9
barbadosslim93 wrote:

I am referring to that case. It is weird, as the two casinos are run by the same group.

Agreed. Sucks this happened to another person, but it makes me feel less crazy lol.

usMatt Knowles
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Joined: 12 Jul 2022
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15 July 2022 - 2:38pm
#10

Quick update: they've been communicating with me and all indications are they're going to stand on their refusal to pay the funds owed to me. I've run out of patience with them and am moving ahead with planned posts on Reddit and Twitter to spread the word to a wider audience.

Thanks for the support here. Glad to know I'm not the only one. The idiotic/incomprehensible part of this is that I deposited way more money than I'm asking to withdraw. In other words, they've made money on me even if they do the right thing and pay the withdrawal. I just cannot understand why a business would choose this course of action unless they do not intend on operating much longer and are making a last grab for cash.

deVivene
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9 August 2022 - 8:45pm
#11

You need to play only in proven casinos. From myself, I can recommend the casino Biamo, how many played - always withdraw quickly and without unnecessary questions

usBcribb87
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24 August 2022 - 3:09am
#12

Idk where to post this…I've included Screenshots as proof of procrastination and poor customer service…..
I posted a few days ago on my current experience with cafe casino. It's been unusually difficult getting my withdrawal request approved. I'm not exaggerating when I say over 30 days. My account was new so I had to send in documents to verify my identity and have my account verified. Unlike your somewhat large deposits, I believe you said you'd deposited $6000 over just a few days? I may be wrong but it's close. My point is I've only ever deposited $20-50 at a time and scoring with a bonus they offered and then struggling to meet the rollover requirements and then luckily walking away with a request to withdraw $2,500. I have only requested this one withdrawal, every other time I've played I've been on the losing side. I'm not a sore loser either don't get me wrong. I gamble freely and enjoy just playing. When I hit the three camels, back to back times 0n "Crazy Camel Cash", you should have seen the joy on my face. The excitement was impossible to contain, you couldn't fathom the smile and happiness I felt off my usual deposit of just $25 in bitcoin. I just want to play again and just have a chance at the feeling of happiness that I felt winning at Cafe Casino. You see? It's all fun for me and they took it from me by dragging out this process. I've played at Bovada and Ignition Casino for over a year and cafe is a sister site of there's. It doesn't make sense that I've been verified and approved for the older sites and just recently withdrew right at $2,500 a couple months ago with absolutely no problem. They froze my account asked for identification documents and asked me security questions and then within 48hrs approved my withdrawal. I still deposit with Ignition Casino bc they hold up their end when they should. Idk why Cafe Casino being new completely ruined my view of them and being honest. I can't ever say anything good about them or recommend their site to anyone I ever come into contact with and that's completely their fault. Can anyone help me get through to them? They still say their awaiting a solution to my case and I just don't believe them bc they said this is normal. Ty for letting me vent sorry this was so long. One more thing that I find interesting is before my account was frozen I got promotional emails from Cafe daily. When my account was froze the Emails stopped completely. After about 2.5 weeks into their review I got a promotional email and I got excited but it didn't change anything, only makes me think they are rubbing this in my face and sitting back and laughing about the way their treating a loyal customer…. The 2nd promotional email came just the other day after I once again called and was once again lied to, I was to receive a phone call within 24-48 hrs from management about my case and I'm still waiting today….. anything we can do???

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auCL-Ed
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31 August 2022 - 6:34am
#13

Hey Bcribb87, while I'm only speculating I believe that this part is hinting at what the problem could be:

Quote:

My fiance has been playing Bovada, and ignition casino for a little over 2 years. He actually won a few weeks ago and the same thing happened to him, ignition disabled his account and denied his $1,650 bitcoin withdrawal request

Bovada / Ignition / Cafe / Slots.lv are all the same operator, owned by the same people, with the same support staff etc. If they see multiple accounts coming from the same computer or IP address then it will trigger their security to investigate. That is because of this rule they have (bold added by me):

Quote:

3.2. You are permitted to open only one Account. Only one account is allowed per household. Multiple accounts held by the same individual are subject to immediate closure and at our sole discretion we reserve the right to consider any balance in duplicate accounts forfeit. Furthermore you shall not permit another person to access the Website or Software via your Account without the express written permission of Ignitioncasino.eu.

So it is clear that you can't have multiple accounts at the same casino while you are living in the same house. Whether that applies if for example your fiance has one at Bovada but not Cafe and you have one at Cafe but not Bovada, I can't see in their terms, so if that is the case you should be ok. But if you both have accounts at Cafe for example, then you would have broken their terms and you're at their discretion as to whether they will pay you.

In future if you do want to have separate accounts at the same casino, always ask the casino first. And be especially sure not to claim any bonuses as that is the major reason for the policy: they don't want people claiming the same bonuses multiple times.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

usBcribb87
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31 August 2022 - 10:00am
#14

Hey thank you for getting back to me about this. I understand that we aren't allowed to have multiple accounts in the same household. We indeed don't live together. Both of our addresses that we created with Cafe Casino are different bc we haven't moved in together as of yet. I'm hoping they will just ask me and maybe discus what it is that needs explained or fixed bc we just want to play and our withdrawal be honored. Ty and plz reply with what I should do thank you

auCL-Ed
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1 September 2022 - 1:04am
#15

If you don't live together then I might be barking up the wrong tree. But you could have accidentally triggered the security if you visited his house and played on your phone while connected to his wifi for example.

Usually when this happens they will phone you and ask you a bunch of questions about deposits, games played, and wins etc to try to work out whether you were really the one playing.

I remember years ago a guy approached us for help complaining about how Bovada were hassling his "grandma" who had won a bunch playing blackjack. Of course when the casino phoned grandma she didn't have a clue about blackjack and it was obvious that the guy was multi-accounting under his family member's names in order to claim the same bonus offers over and over.

All you can really do is co-operate, answer the questions and supply the requested documents. Its frustrating because they never want to give away exactly what prompted the security process as it can tip off real fraudsters. So it can be hard to get a clear explanation on what you might have done wrong.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

usBcribb87
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1 September 2022 - 8:15am
#16

That makes a lot of sense. Ty so much. In fact that's probably exactly what happened. If that would tip them off then I understand bc I'm sure it's happened. All I know for sure though is that we've never been on one another's account. We know that the sites are strict about letting family or anyone else other than yourself have access to your account. Like you said though I'm sure the WiFi is the issue or something similar. I just hope they will understand that nothing is being done wrong here and we can get back to playing. We miss it and really wanna get this sorted out soon. Ty for helping.

usbarbadosslim93
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1 September 2022 - 7:30pm
#17

Oh yeah, the common IP thing is rough. I hope you're able to get a rep that can help you and actually figure it out. Best of luck to you!

auCL-Ed
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1 September 2022 - 11:55pm
#18

It could be risky but telling them you may have played while at his house could possibly help - provided that they can see that the majority of all your other gameplay was from your house or somewhere else. If you've been playing at his place all the time then I suspect you're going to be disappointed.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

ieadrianooo231
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3 September 2022 - 6:59pm
#19

Best of luck, only seeing this now xoxox

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