Crypto Loko Casino - Player complains about sudden drop in winnings.

Last night I had a coupon for $33 I played a few games and got up to $1854.46 I was max bet 8.80, then when I continued to play the money went away it i had $24… I verified myself, I looked at the transactions and it says coupon reversal withdrawal approved , -$1854.46

could you please explain what gained well I be able to get that money back I was so happy, don’t understand what is going on.

Dear nickdavila2023,

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

I have checked the general bonus terms and conditions, and this is what I found (here):

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

3. Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 times the face value of the bonus, with a minimum of $50. All free chips valued below $50 will come with a cashout limit of no more than, nor less than, $50.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Please understand that it is nothing unusual to have maximum cash out applied to any promotional winnings and to remove the bonus amount at the time of the withdrawal.

• Could you please advise if you received any winnings?
• Have you activated any free bonuses in this casino previously? 

Looking forward to hearing from you.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Feedback Regarding Recent Experience on Your Platform

Dear [CryptoLoko] Team,

I hope this message finds you well. I am writing to express my disappointment and frustration regarding a recent experience I had on your platform. As a player, I value transparency and fairness, and unfortunately, my recent experience has left me with significant concerns.

On [12-30-2023], I utilized a promotional no deposit bonus offer on your platform, which provided me with $33 in free play. After engaging with various games on your site, I was able to achieve winnings totaling $1854. However, shortly after this, I noticed that my balance had been reduced to $24, and a "withdrawal reversal approved" notification appeared, resulting in the complete removal of the funds I had won.

Upon reaching out to your customer service team, I was informed of the specific terms and conditions related to no deposit bonuses, including the maximum withdrawal limit of 1 times the face value of the bonus, with a minimum of $50. While I understand the necessity of terms and conditions, I must emphasize that the significant reduction in my winnings has left me feeling disheartened and dissatisfied with my overall experience on your platform.

As a player, I value transparency and clear communication, and I believe that it is crucial for players to have a full understanding of the terms and conditions associated with promotional offers. I feel that the application of the maximum withdrawal limit has had a negative impact on my perception of your platform, and it has led me to the decision that I will not be continuing to play on your website in the future.

I hope that by sharing my experience, I can convey the importance of fair and transparent practices to your team. I would appreciate the opportunity to receive a response addressing my concerns and providing any additional insights that may help to clarify the situation.

Thank you for taking the time to consider my feedback. I sincerely hope that my experience can contribute to a constructive dialogue aimed at improving the overall player experience on your platform.

Best regards,

Nick D********

Hi nickdavila2023,

• Could you please advise if you received any winnings at all?
• Have you been advised why the winnings were capped at $24 instead of the maximum cashout available from a Free Chip which should be $50?

Thank you.

Yeah only $24……it took y’all this long to reply?

It has been mentioned before, but I will remind you again. Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints. Thank you for your patience.

nothing was explained as to why I was only given $24. What is the plan now.

Thank you very much, nickdavila2023, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: I adjusted the disputed amount from $1,854 to $50.

Dear nickdavila2023,

I am so sorry to hear your winnings were wrongly capped. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Crypto Loko Casino representative to join this conversation and participate in resolving this complaint.

Dear Crypto Loko Casino,

Could you please state why the player's winnings were capped at just 24$ instead of 50$?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

We had the opportunity to review the situation nickdavila2023, the free chip you were playing came with a $33 maximum cashout. Once the playthrough requirement was completed you had a "coupon reversal", this is when the system automatically removes the non-cashable funds from the system in preparation for withdrawal. The remaining cashable funds ($33) were then played to zero with no withdrawal requested.

We hope this clarifies things, supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Crypto Loko

Hello nickdavila2023,

Could you confirm if you have lost all the funds in the process?

I'll be awaiting your response.

Yes … it was $24 I didn’t even see $50. It went from 1854 to 24.. I gamble.. of coarse I spent the rest what was I Solar to do sit and wait. To be honest I emailed them soon as it happened and I still ain’t got a response. I had to come up here on this website…

Hello nickdavila2023,

I was provided with proof by the casino representative that you have received the 33$ after the coupon reversal withdrawal. As you have lost the funds in a process, there is nothing that can be done from our side.

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.

Kind regards,

Stefan, Casino.Guru