Crypto Loko Casino - Player is struggling to withdraw their bonus winnings.

Honest Experience with Crypto Loko

Spoiler alert: They’re terrible!

The beginning of this story takes place when they sent me a bonus offer. Here is Exhibit A.

I understand these bonuses are virtually impossible to playthrough, but I enjoy the challenge. So I redeemed the coupon and went to town.

I normally don’t keep track of the play through since, it’s practically impossible, but I do periodically check the cashier and take a look at my progress. And there it was (Exhibit B)

I was playing for quite some time—from dusk until dawn. And I bet quite of lot on a handful of games.

I considered myself incredibly lucky to make it through the wagering requirements. (Keep this paragraph and Exhibit B in mind.)

And so, the next steps were to:

1.) Verify my identity

2.) Deposit money before I could withdraw; So I deposited $12.

3.) Then I’d withdraw $62 which included the max cash out of $50 and my initial deposit after $12. It was simple arithmetic (or so I thought).

I did all of these steps, but every time I tried to request a withdraw of $62.00 — it was declined.

Remember from earlier when I said to keep that paragraph and Exhibit B in mind?

Well, I thought the most obvious situation I was facing (after I kept getting declined) was that I didn’t meet the playthrough requirements. It’s normal to make it through even if a person played all night and day. It a lot of takes luck to accomplish that.

But Exhibit B displays there that is a playthrough balance of $0.00. So if it was an error on their part - someone could contact me and I would resume play with the $277.74.

After trying numerous times to request the $62.00, I finally requested the max I had earned because I figured it would cause a trigger and someone would finally have to look at my account.

You’ll now see Exhibit C below with the foul play that which was executed by a manager.

Exhibit C was taken just today as I was typing this, and the crookedness of the casino can’t be denied at this point. All websites who are tallying a blacklist for casinos online absolutely need to be aware of these scoundrels.

An explanation could’ve been offered through their customer service email, but let’s face it: These janky casinos are operated with no intent to provide any type of customer service to visitors. At this point, I wish they could be shut down but they are unregulated so they don’t care.

In the end, $50 isn’t what I’m actually upset about: I’m sending this so people are aware of this casino and to avoid it. Crypto Loko deserves this terrible reputation and they deserve to go under.

Dear parlayprivilege,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any promotional offers from this casino previously? Was your account successfully verified in the past?

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

Petronela, thank you for your reply.

Please see the answers to your questions below.

Have you received any explanation from the casino why your winnings have been cancelled?

No, I have not received an explanation, nor has anyone from the casino contacted me. The only communication I’ve had from them is the automated email that was generated from my very first email sent to them.

Could you please advise if you have redeemed any promotional offers from this casino previously?

No, this was the first time I redeemed an offer with Crypto Loko. Like many other casinos, they sent offers via email.

Was your account successfully verified in the past?

Yes. I verified my account per the requirements of the casino.

Please feel free to contact me if you have any more questions.

Thank you very much, parlayprivilege, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Thank you.

Any updates? I know it’s probably difficult reaching them. They haven’t sent me an email since I’ve reached out to them since last week.

Hello parlayprivilege,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Crypto Loko Casino to join the conversation.

Dear Crypto Loko Casino,

Can you please provide information regarding the player's declined withdrawals?

I wouldn’t hold your breath on a reply from them; they haven’t provided me with any updates at all.

I went to Trust Pilot to leave a review today, but I doubt that my review will motivate them to respond.

Greetings all,

We reviewed the account and the withdrawal was denied due to having played non-allowed games (blackjack) on funds associated with a slots and keno only free chip. The rules associated with any given funds remain in place until after a requested withdrawal is approved, at this point it becomes cash and can be requested for re-deposit as cash (then played as cash or withdrawn). This said there was no net gain from the non-allowed games that were played and we have decided to issue payment anyway. Please provide us with your updated Bitcoin address parlayprivilege and we will see what we can do to get that $50 out the door for you.

Best wishes,

Crypto Loko

Thank you for your response.

I understand that as a representative — you’re not responsible for the casino’s bonuses, terms of service, website functionality, etc.

But we need to clear something up: First, I’m not reassured by the words "we’ll see what we can do" because this implies some doubt about what you can do to remedy the situation.

When I received the email regarding the bonus - it said ANY game. The first two screenshots below are from the same email that was initially sent to me. I want to establish that I used it the very first time I signed up with your casino. The third screenshot shows I redeemed it.

Second, we both know online casinos such as your website have the ability to make games restricted. So Blackjack would’ve been inaccessible to me.

Michal from Casino Guru, if you can chime in on this and let me know if I’m right about this, because at the end of the day: Right is right, and wrong is wrong; I’d appreciate if you’re seeing this from a different angle too.

As for Crypto Loko, if you want a place to send Bitcoin — my address is:

35u7wxrVmTjgb6JAuDUCeYstDkzFCh9Xyj

Thanks again.

Thank you all for the responses.

Dear parlayprivilege,

I have to agree with you that in the promo email, you shared with us it's written the bonus LOKO30 can be used on ANY game. Another thing I have to agree with you is that ideally if there are any restricted games the certain bonus should not be redeemed, these should be ideally set automatically as "unavailable" by the casino system. But on the other hand, this is not yet an industry standard for all casinos as not all casinos use the same "main" system, that's why an occasion error can still occur.

I have discussed this with the casino and I am happy to say that you will receive the winnings🙂

Greetings parlayprivilege,

Finites are always best avoided in such situations, we always do our best to make sure things go the way they are intended however every day is anything can happen day.

We do appreciate the screenshots for sure, the rules of the chip itself differ significantly so we will assure those responsible for the message you received are made aware of the discrepancy.

There is however one thing you are not quite correct about here, the casino backend does allow blocking of certain games as you experienced during your play, up until you reach your playthrough requirement. At that point the system converts the funds to "cash" in order to facilitate withdrawal and we have no way to restrict or prevent that and still allow you to withdraw from the casino. It's system mechanics and not the most modern backend frankly but it is accurate and incredibly reliable and we do our best to work around it. The terms and conditions of the chip and casino are important here and it seems you have an excellent grasp of that.

All this said, all's well that ends well as they say. We have updated your Bitcoin information in your account and will do our best to get some cash out the door for you.

Best wishes,

Crypto Loko

In regards to the games and restrictions, that’s understandable as an explanation.

I very much appreciate the response from both Casino Guru and the Crypto Loko representative.

My review will be updated as this matter gets resolved.

Thank you.

Thank you all for your responses, I'm glad the situation could be clarified and worked out 🙂

Dear parlayprivilege,

Let me know once the funds hit your wallet, so we can close this complaint as resolved.

The funds were deposited.

Michal, thank you for connecting me with someone from Crypto Loko.

To the CSR at Crypto Loko, thank you for helping me resolve this.

Expect an updated review to reflect this.

Thanks,

Great news, parlayprivilege. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, 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 and 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 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