Crypto Loko Casino - Player’s account has been blocked.

I received a email stating no deposit bonus is available in my cryptoloko. I did I logged in for 2 days no problem. My kyc was verified. My Bitcoin address was verified weekends ago. I decided I completed my play through 120$ is where I stop to cash out to my Bitcoin. For a complete day I tried to log in to check my withdrawal. I could not access my account. So I email asking where my withdrawal was in the process. They replied that they revoked my access with no reason of why and no answers of why I played the one game desert raider my entire 3000$ play through. So where did I break any terms I already verified my kyc documents and address. Why would you not be fair and send my withdrawal. I feel they cheated me because they did not exact me to win with the free chip they gave me they are crooks and thieves. I would recommend anyone play here don’t waste your money.

Dear carboi215,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Have you redeemed any free bonuses from this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

hi thank you for taking the time to help me. I was verified 2 months ago, it took 2 days. I got on because of the email I received for free chip. I play desert raider 95% of the time and xl Vegas. I have a screenshot of my emails. I emailed them to you. my screenshots that they didnt contact me saying they revoked my access and when asked they send the same message. If I know I was banned I would have played elsewhere. But they waited until I won 120$ and cashout which is very unusual to say that I no longer have access. Seem to be a very convenient way to not send my winnings. It seem they don’t want to send me my winnings when I haven’t broken any rules.

Thank you very much, carboi215, for the forwarded communication. The casino is right in saying that any account can be closed at their sole discretion, nevertheless, no funds should be withheld without any valid reason.

Could you please advise if you redeemed any other free bonuses from this casino in the past?

This was my first bonus I redeem from this casino. They don’t want to give me my winnings so they block me for no reason that is unheard of.

Thank you very much, carboi215, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello carboi215,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Apologies I have been in and out over the holiday and playing catch up.

I reviewed the situation and we have a couple issues here, the terms and conditions of the casino dictate that only one account per player per household is allowed and that only one free chip is allowed between deposits. In this case we have 3 account all having redeemed a free chip with no deposits in the history of any of the accounts. The win itself is from the 2nd consecutive free chip within the account in question, even without the additional accounts and bonuses the funds would not be eligible for withdrawal.

Due to this and a history of similar abuse in other partner casinos your balance is considered ineligible for withdrawal and we have opted to ban this and all accounts within our system carboi215.

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

Best wishes,

Nick and Crypto Loko

Your crook and cheaters I hope people read this and decide not to play on your site.

Hello carboi215,

The casino provided evidence from which it is evident that the second account belongs to you.

I am sorry, but the casino acted correctly.

what evidence? If there is another account I wasnt aware or had any knowledge of. But that’s fine for you to side with the casino. But I bet you this why don’t they ask the other account for something really simple like my last 4 of my social. That simple, but didn’t see any evidence . Can you email it to me?

Hello carboi215,

Unfortunately, we cannot share any evidence from the casino. I can only say there is a perfect match in the accounts (including birthday, address, full name, phone number, ...)

There is no doubt that the other account is yours. The date of creation is also similar.

In such a case, there is nothing we can do. I am sorry.

Dear carboi215,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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.