The player from Germany has been blocked without further explanation. After a closer examination, we ended up rejecting this complaint as there was evidence of creating multiple accounts.
Crypto Loko Casino - Player's account has been blocked.
Amount: €1,300
Crypto Loko Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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1 year ago
Translation
I received a bonus of €105 through email advertising last week, which I accepted. After I had actually played the sum of over 3000, I was up €650. Due to the conditions of the payout amount, 442ca were then canceled and I was left with 109€, which I had been able to pay out. However, I continued to play and won the jackpot in the slot: wild fire 7. It amounted to 1249€ and I therefore had a balance of 1400€
First I did my kyc and it was successfully confirmed, then I was asked to enter my Bitcoin account, which I did. I handed in 1300 for payment, they were processed immediately and I played with the remaining 100. The following day I wanted to check the status because I didn't even get an email, but I was entered in the current winners list. I didn't get into the account all day, which eventually led to the same complaints that I'm submitting now .I wrote to the casino to get clarification and it confirmed the suspicion that they closed my account. There's no real justification, except that they are allowed to "ensure company capital" and to bring that in connection with fairness is really so bold. I have written to the casino several times, but they refuse to pay out my winnings and even claim that I have no credit on the account. Of course, I don't have it anymore, because at the moment of the payment request, it's no longer available on the account. I was able to use and play all of this and check the status for a few hours until I was wordlessly blocked without any real reason or violation.
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1 year ago
Dear famdianamader,
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. Have you made any successful withdrawals before? Could you please advise if you passed the KYC verification before the casino blocked your account?
Do I understand correctly that you have not received any clear explanation from the casino regarding this situation?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello and thank you for your support. No, I didn't have a payout beforehand and yes, I successfully passed the kyc. I was able to start the payout and continue playing. Only after I wanted to check a few hours later, nothing worked anymore. I have not received any explanation other than this one (copied text of the email).I am happy to send you the entire history of my conversation with the casino. The answer stays the same every time.
Hello ! Hope you are doing well and having a nice day!
This is Jessica Sosa from Cryptoloko Casino!
Thank you for the information, we regret to inform you that your casino access has been revoked. The decision is, unfortunately, irreversible. Any casino account can be closed solely at our discretion as part of our policies to ensure game fairness, the safekeeping of company assets, and our third-party payment service providers.
We appreciate every piece of information you can provide us so we can provide you a better service and a more pleasant experience.
Thank you for playing at Cryptoloko Casino, we appreciate your loyalty, happy holidays and good luck!
Regards
jessica sosa
Customer support department.
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1 year ago
Thank you very much, famdianamader, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.
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1 year ago
Translation
Hello Kristina and thank you for your support. I don't know if it has a special meaning that you are forwarding the case to someone else, but I wish you a happy 2023. How will it continue and can such a xxx???Casinoxxx even be made by your guests/ Customers and portals, how to impress Casino Guru? When I look at the number of complaints for this casino alone, it seems to me that the operators just rake in money quickly and their bad reputation, which... goes by. Well, I'm excited to see how it goes! Greeting Diana
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1 year ago
Hello famdianamader,
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 some information regarding the player's blocked account?
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1 year ago
Translation
Hi Michael.
Thank you, that's a good way and I hope the casino will take action. Greeting Diana
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1 year ago
Greetings all,
I have reviewed the situation and the funds in play at the time of the win were from a free welcome chip with a maximum withdrawable amount of $105. When a player meets the playthrough requirement on most types of free chips they experience what is known as a "coupon reversal", this is when the system removes all funds except the withdrawable amount in preparation for payout.
However, our security team located a number of accounts connected to this player account created using varying account details. According to the terms and conditions of the casino only one casino account is allowed per player or household. Based on this the casino has zeroed the balance and deactivated all related accounts.
Supporting evidence has been forwarded to the casino.guru team for review.
Best wishes,
Nick and Crypto Loko
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1 year ago
Translation
That is 100% wrong!!! I played at this casino for the first time and only with a login. Since I have very little idea about crypto casinos so far, it can be much less because this casino is also new.
It is correct that I played with the bonus of $105 and after playing through the entire rest of my earned money remained except for the 105 mentioned. .!!!
Now I've continued to spit with my money, which I was able to pay out!! I won and was also included in the daily listing of current winners. Did the kyc and continued to play for hours. There is no second account, that's not true! And why is it now presented in this way and when I asked the casino several times, that was never given as a reason.
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1 year ago
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This is just one of my requests and each time I received the same reply.
What is fair please? That they lure customers and make promises and then treat them in such an unfair way.?? How many hours does it take to clear the wagering requirements and then get erased to $105. That too is accepted. But they don't accept that I won't get my hard-earned $105 but risk leaving it with them. Forbidden to win?! That's unfair
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1 year ago
Dear famdianamader,
We have received sufficient evidence from Crypto Loko Casino of breaching the casino rules, so sadly we have to agree with the casino's decision of banning your account. Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
Best regards,
Michal
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1 year ago
Dear famdianamader,
We have received sufficient evidence from Crypto Loko Casino that more users have registered with the same or very similar details like email address, date of birth, name, IP address as you which is in breach of Crypto Loko Casino's terms and conditions.
4. Only one real account per player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be canceled.
12. Crypto Loko Casino reserves the right to void any winnings and confiscate any balance in your casino account in any circumstances that we deem to be going against these terms and conditions, including:
a. If there is evidence to suggest that you have more than one active account at Crypto Loko Casino.
ADDITIONAL TERMS APPLICABLE TO ALL BONUSES
1. Only players who have registered a Real Money Account are eligible to receive Promotions. Only one Real Money Account per player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any bonuses or winnings, and all withdrawals will be canceled.
2. Each promotional offer is available only once per person, family, household address, email address, phone number and environments where computers are shared (university, fraternity, school, public library, workplace, etc.).
When you created your casino account, you agreed with the casino's terms and conditions.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint.
If you feel you want to take this complaint further, you can use the Central Dispute System (CDS) and submit a complaint there. CDS is a third party dispute system established by RTG to settle player disputes.
Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
Best regards,
Michal
