Crypto Loko Casino - Player claims that payment has been delayed.

I received free spins won off of the free spins played my playthrough 1682.00 something like that and have not recieved my withdraw request I have emailed with no response

Dear tifflong1712, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please clarify when exactly you requested this withdrawal? Have you made any successful withdrawals before? 

Thank you very much in advance for your reply.

Best regards, 

Kristina

Hey it says it was denied and a manager withdraw request was approved in the amount of 50.00 what I m confused by is why it says denied and what does manager withdraw mean ?? I followed the rules and made the playthrough .. and I've already been verified..if you could help me figure out why and what that would be great

Thanks so much

Hi just seeing if anyone was able to figure out why I didn't receive the 50.00 I won??

Thanks

Thank you for your reply, tifflong1712. It seems that the withdrawal amount was corrected and I assume it was because there was some maximum cashout limit for the free spin bonus you played with.

I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

As of yet I still have not received payment I will definitely keep you posted

I still have NOT recieved payment from these people

Have you made any successful withdrawals before? Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi I have not made any withdrawals I have been kyc verified and I've also made a deposit as well I have contacted them 3 times via email with NO RESPONSE AT ALL I AM attaching the emails I'm not sure the endil was attached but I tried to attach it let me know if it wasn't thanks

Thank you very much, tifflong1712, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi tifflong1712,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Crypto Loko Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for the withdrawal delay? Has it already been processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Greetings all,

We tried to have a look but the email address provided is not associated with any player account within our system. If we have valid login details we are happy to review the case and assist if possible.

Best wishes,

Crypto Loko

The email associated with my crypto loko account is t***@gmail.com

Im a depositing customer I'm attaching the transaction history

Dear tifflong1712, thank you for the adjusted information.

Dear Crypto Loko Casino, would you please check the details for the player's account based on the correct email address used for the registration? Thank you.

Are we now waiting on crypto loko to respond ??

Greetings all,

We had the opportunity to review the case and unfortunately the chip in play at the time of the win is not valid when redeemed on top of a previous free bonus, it must be the first bonus redeemed or redeemed after a cash deposit to be valid for withdrawal.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Crypto Loko

Dear Crypto Loko Casino, thank you for the explanation.

Dear tifflong1712, based on the evidence provided by the casino we could see that, unfortunately, you were not entitled to withdraw the winnings from the used bonuses. It seems that you used a free chip in December 2022 and then you used a new coupon in March 2023, there was no deposit between redeeming the coupons. You can find this information in the Terms & Conditions of the casino:

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

2. Players are not allowed to redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw winnings from the second No Deposit Bonus.

15. The player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

I'm sorry, but we can do nothing about it since the majority of online casinos have this rule and it's quite standard for online gambling. We'd really like to help you, but in this case, we cannot demand the casino to return you the winnings from the free chips used in an incorrect way. I hope you understand these bonus rules so that in the future, you won't come across such issues with the usage of free chips.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia