The player from Argentina had participated in cryptoloco's referral program, winning 500 from the referral. However, the player had only been able to withdraw a maximum of 72, which was the amount of the referral bonus. After the player's complaint, the issue had been escalated by the Casino Guru team. The casino had initially made an error regarding the maximum cashout for the free chip, but after an internal review, the remaining funds were approved for withdrawal. The casino had confirmed that the payment was sent to the player's Bitcoin address. After some delay and further communication with the casino, the player had confirmed receiving the payment in his BTC wallet. The complaint had then been successfully resolved.
Crypto Loko Casino - Player facing withdrawal limit issue.
Amount: 428 ₮
Crypto Loko Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.1
Crypto Loko Casino has a Safety Index of 6.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
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Good afternoon, I need your assistance with this casino, cryptoloco. I participated in the referral program, successfully made a referral and exchanged a 72 bonus. I won 500 with the referral but it only allows me to withdraw 72.
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9 months ago
Dear Neli18,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Crypto Loko Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Since when exactly is this issue ongoing? When was the last time you contacted the casino regarding your case? I will be waiting for your reply patiently.
Best regards,
Nick
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9 months ago
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But since it's only 72 that I can withdraw
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9 months ago
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Reference Commission
3.1. Referrers will receive a $72 cash commission for each successful referral, which will be instantly credited as bonus money to the referrer's claimable earnings balance once the referral has been deemed successful.
3.2. Referrals can claim a minimum of $50 and a maximum of $250 of their claimable earnings in a 7-day period, and up to a maximum of $1,008 in total. No further commissions will be earned once claimable winnings reach this amount.
3.3. Claimable winnings come with a 1x wagering requirement and a maximum withdrawal limit of $1,008. Once the playing requirements are met, funds can be withdrawn.
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9 months ago
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And according to the casino my recommended casino what you can withdraw the 1008 maximum profit
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9 months ago
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5. Referral Rewards
5.1. Referrals will receive an exclusive coupon code for a free $122 chip when signing up through the referrer's referral link. No deposit required to claim.
5.2. This free chip is valid for slot games only and comes with a 40x wagering requirement, a maximum withdrawal limit of $55 and can be claimed only once if the player has not made any real money deposits.
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9 months ago
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These are the casino's terms... for evaluation...!!!
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9 months ago
Thank you Neli18 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Hello Neli18,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.
We would like to invite Crypto Loko Casino to join the conversation.
Dear Crypto Loko Casino,
Can you please provide information on why the player is allowed to withdraw just $72?
If the information can't be shared publicly, please send it to michal.k@casino.guru
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9 months ago
Greetings all,
We are having the situation closely reviewed by the head of our approvals department and will comment further here when we have more information.
Best wishes,
Crypto Loko
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9 months ago
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Hello Michal, Cryptoloco...!!! Well here we wait for new information, thank you and best regards to all...
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9 months ago
Greetings all,
Thanks for your patience, there was indeed an error on the part of the approvals department regarding maximum cashout for the free chip in play at the time of the win. The issue has been addressed internally and the balance of the funds were reinstated then approved for withdrawal, we should see payment going out via Bitcoin in the near future. Let us know when that comes in Neli18.
Best wishes,
Crypto Loko
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9 months ago
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Hi thanks..!! Once received in my wallet I will know...
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9 months ago
Thank you for your response and the provided information, Crypto Loko Team.
Dear Neli18,
I'm glad the situation has been clarified and you will receive your winnings. Please let me know once you receive the funds so that we can consider this complaint to be resolved.
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9 months ago
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Hello Michal, once I receive the deposit I will inform you...!!! Thank you
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8 months ago
Hello Neli18,
Could you kindly inform me whether you have received the funds?
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8 months ago
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Hello Michal. No, I haven't received the payment yet... still waiting...!!!
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8 months ago
Greetings all,
Payment was sent to the confirmed Bitcoin address on the 22nd of February and is marked delivered in Blockchain Explorer. Definitely check your wallet Neli18, we see it in there.
Best wishes,
Crypto Loko
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8 months ago
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Hello, how are you? Well, can you provide me with the deposit information, the Txid and address. So that I can complain to the platform, because I have not received anything.!!! In fact, I was talking to support and they never informed me of this and even told me that the withdrawal would be sent in the next 7 to 10 days. And yesterday I spoke to support again, they asked me for my BTC address, SO THAT THE WITHDRAWAL CAN BE PROCESSED FASTER. IN 24 TO 48 HOURS. He also did not inform me that the withdrawal had already been successfully processed...!
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8 months ago
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CRYPTOLOCO, IF YOU PASS ME INFORMATION, I WILL COMMUNICATE WITH THE PLATFORM.
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8 months ago
Greetings Neli18,
The deposit transaction is not noted in the player account, thus the confusion with customer service. We spoke directly with the payouts department on your behalf to expedite things per your request and funds were sent to your registered Bitcoin address shortly after approval of the withdrawal: 1GYKfJejxdSsKW335dcCZ4RThBtscYL9CC
We have confirmed delivery as well.
Best wishes,
Crypto Loko
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8 months ago
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Hello, after claiming to the platform, I finally received the payment to my BTC wallet. THANK YOU CRYPTOLOKO. Casinoguru thank you very much for the help MICHAL. Greetings.
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8 months ago
Great news, Neli18. I'm glad to hear that you successfully received your winnings.
As the complainant confirmed they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
