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

My first experience was a welcome bonus and I won and was never paid. Instead I was permanently blocked irreversibly from the site and told there was nothing I can do about it. After nearly a month waiting for s payout that SHOULD HAVE BEEN $1800 But was only $71 which they never paid instead - they kicked me out rather than pay the $71 I earned. I documented the entire experience here is the letter I got after writing to ask why it was taking three weeks for a payout that is "minutes instead of days" after three weeks of nothing from them:

/////////// 

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Thank you for the information, we regret to inform you that your casino access has been revoked.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.

cryptoloko.com

After this I posted a review on Trustpilot to warn others. Here is the response to that review from CryptoLoko:

Hey Jack, we respond to 100% of all reviews good and bad no matter what. Please reply to our request for further information submitted so we can locate your account. If we can help we will, if not we can at least clarify the situation for you. Best wishes!

I have been sending some version of the following letter every day to them:

Why was my account permanently removed? I played the games and violated no rules. I provided my identification and was confirmed. How is it that you ban me simply because I won? Do you ban all of your winners? I understand you are not regulated or licensed but that does not mean that no one cares what you do. People do care and as a long time gambler and supporter of the industry I am asking why am I banned from your site? I have the entire history of my interactions with your site and nothing I did was against any Policy. I played by your rules. If you are kicking me out fine so be it but are you not going to pay out my winnings? You may not be regulated and so no one can stop you from making false statements but you send me ads almost like this one I responded to and am now denied payment. It says, " If you're a winner, you can withdraw up to $105 - also fair. Anything above that will be removed from your balance at the time you meet the wagering, just so there's no confusion. " so there is confusion - why have I not been paid my amount up to $105 which should be $71? It has been three weeks and I was verified that day by your third party. 

the ad I replied to and won:

————-

Here is your $105 gift. What are you waiting for? 🤪

Join Crypto Loko and come get the good stuff - starting with a $105 free chip 

Use your $105 chip that you can use to try us out. 

🥇Uno: Click the big ol' button below to open your account so you can use your coupon code, 105LOKO. 

🥈Dos: Enter your code in the cashier, it's 105LOKO 

🥉Tres: Congrats! Now go play.

mUy iMpoRtanTe: This is only for new players like you

Rules, because you gotta have em. This is a one time only invitation chip for you, because you are special. The wagering is nice and low - only 30x. If you're a winner, you can withdraw up to $105 - also fair. Anything above that will be removed from your balance at the time you meet the wagering, just so there's no confusion. Once you withdraw, we gotta check you out, which can take a day or two. So that first withdrawal can take a wee bit longer.

———

they responded to my post on Trustpilot with this:

Hey Jack, we respond to 100% of all reviews good and bad no matter what. Please reply to our request for further information submitted so we can locate your account. If we can help we will, if not we can at least clarify the situation for you. Best wishes!

———————-

there was no request for further information and since I write them daily and they have my id my name and my email what could be unclear?

just before writing to you they did not reach out to me - they just now replied with this:

On Jan 17, 2023, at 3:57 PM, Help CryptoLoko Casino Emais <help@cryptoloko.com> wrote

Hello, Jack! This is Amanda R. from Priority Players Support. Thank you for contacting CryptoLoko Casino. Hope you are having a great day! 

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.

Thank you for contacting us today. We appreciate your time. Have a pleasant day!

Dear up2unyny,

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 confirm that the bonus was fully wagered before the casino blocked your account? Do I understand correctly that you have not received any clear explanation regarding this situation so far?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

I am pleased to post this publicly as I feel others should see both the process and the response. I am a long time gambler, having lived in Las Vegas for 25 years I am extremely familiar with the rules and regulations of casinos and am exceptionally cautious in following them. As an online gambler this has been doubly so as there was sone challenge in learning the terms and differences however I am confident that I have a clear understanding of the rules. Allow me if I may to address your questions and provide more detail:

K: Could you please confirm that the bonus was fully wagered before the casino blocked your account?

Yes I had played through and was at over $1800 in winnings as I reached the playthrough. To my horror my $1800 winnings (which I was spinning away merrily for theee hours to win with visions of the gifts I was going to by for Xmas for my elderly parents and my soon to be married daughter and her fiancé as well as the dream I had of bringing us all together for the holiday. This was just a short few days until Christmas but I had already started pulling up airlines and shopping for flights on my other monitor as I played. It was such a happy time - but that was folly on my part.) suddenly my balance dropped without warning or any reason from over $1800 to $71. I immediately stopped playing and got into the chat online with the casino. Understatement to say that I was traumatized and that I was broken hearted. Having recently been unemployed and having had to move across the United States separating my family and completely rearranging my life this $1800 was absolutely a godsend and some thing that was like a dream come true. I gamble online enough to know that the play through is often a pretty tough number to make and in this situation not only did I manage to make it, but I was $1800 to the good that I was planning to cash out. When I contacted the support on the chat I was told that the maximum withdrawal amount was $102 and that all of the rest was taken out of my account. I asked why it was $71 instead of 102 and given no explanation whatsoever I was just told that I could "continue to play , if I wanted to make it to 102" I was very upset because the way that the sign-up process happened and the initial information did not contain anything indicating that there was a maximum cash out nor did it indicate that there would be any thing, but a payout "within minutes" prior to signing up and agreeing to spend three hours of my life playing trying to win this bonus. I did my research and read the site and it talks about how they are ni nonsense about paying fast and with no run around or headaches. The sad truth is that I had already decided that I wanted to move my play to this casino moving forward because I enjoyed the experience and felt that they had the right attitude and said all the right things. The chat agent confirmed to me that I had indeed made it through the playthrough and that I was now able to continue to play or to cash out but the maximum cash out was 102 broken hearted and very, very sad I thanked the agent and aunt went to cash out. I had completed the verification of my identity which is done through a third-party and had received verification that I was completely verified with my identity, and all information was properly submitted. I double checked my bitcoin address and submitted all the information as was required.

K: Do I understand correctly that you have not received any clear explanation regarding this situation so far?

After a period of hours with nothing having happened I again contacted the chat agent, and said what happened to the minutes not days it has been a few hours. The response was "well, it’s still may be minutes" and that they were "working on my request" I contacted them daily for the next several days again asking the same questions of why haven’t I seen a payment yet it’s bitcoin, and as we all know, it’s quite instant. Wfp just simply has to actually send the money in order for someone to receive it, but there was no transaction still. finally I went to logon and instead of the usual login when I went to login via inclave as I had from the beginning I would simply get the message that said "something bad has happened" this went on for days . I contacted them via email which I will include as well. I was completely ignored for nearly a month until I got a letter from them stating that I was permanently banned from the casino, and that it was irreversible and no explanation as to why whatsoever and no payment. I responded asking my questions and trying to understand why when I was extremely cautious to follow every single rule and have done everything proper, and was a perfectly good customer there is no reason that they have for which I should be blocked. I played a selection of games and followed the rules. I am not an expert and have no strategy. I provided my identification so there is no question of who I am.

Third time I have seen this but never any action still not paíd weeks later. 

Sent from up2unyny

On Jan 7, 2023, at 7:25 AM, Jack G <up2unyny> wrote:

I still have not been paid 

Sent from up2unyny

Hi Jack G,

Thank you for reaching out to Crypto Loko.

We have received your email and will be assigning it to one of our

support representatives.

IMPORTANT: Due to the high volume of incoming email traffic to

our site, replies can take up to 72 business hours.

For immediate assistance, please contact us by Live Chat.

Thank you for playing with Crypto Loko and we

look forward to chatting with you soon. Have fun and good luck!

Sincerely,

Crypto Loko Support

Email: help@cryptoloko.com

——————

From: Jack G

<up2unyny>

Date: January 14, 2023 at 4:40:47 AM MST

To: help@cryptoloko.com

Subject: Re: Payout

It’s been way over 72 hours and it’s been three weeks since i won with zero payout. Every time I go to the site it says "something bad happened" no one reached out to me. I get this

72 hour note and it’s been since before new years.

————

On Jan 14, 2023, at 5:13 AM, Help CryptoLoko Casino Emais <help@cryptoloko.com> wrote:

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.

help@cryptoloko.com

———

On Jan 14, 2023, at 9:58 AM, Jack Grace <up2unyny@gmail.com> wrote:

Why was my account permanently removed? I played the games and violated no rules. I provided my identification and was confirmed. How is it that you ban me simply because I won? Do you ban all of your winners? I understand you are not regulated or licensed but that does not mean that no one cares what you do. People do care and as a long time gambler and supporter of the industry I am asking why am I banned from your site? I have the entire history of my interactions with your site and nothing I did was against any Policy. I played by your rules. If you are kicking me out fine so be it but are you not going to pay out my winnings? You may not be regulated and so no one can stop you from making false statements but you send me ads almost everyday like this one I responded to and am now denied payment. why have I not been paid ? It has been three weeks and I was verified that day by your third party. 

your ad:

Here is your $105 gift. What are you waiting for? 🤪

Join Crypto Loko and come get the good stuff - starting with a $105 free chip 

Use your $105 chip that you can use to try us out. 

🥇Uno: Click the big ol' button below to open your account so you can use your coupon code, 105LOKO. 

———

From: Help CryptoLoko Casino Emais <help@cryptoloko.com>

Date: January 17, 2023 at 3:57:21 PM MST

To: up2unyny

Subject: Re: Payout

Reply-To: Help CryptoLoko Casino Emais <help@cryptoloko.com>

Hello, Jack! This is Amanda R. from Priority Players Support. Thank you for contacting CryptoLoko Casino. Hope you are having a great day! 

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.

Thank you for contacting us today. We appreciate your time. Have a pleasant day!

——-

Just to add a little more info - I literally just got this in my email right now after all of this …. Talk about insult to injury. Now for the record, I am not a casual gambler - I have lived worked and played in Vegas since I was of age to do so and my monthly online gambling is around a $5000 monthly purse. I don’t mess with the rules, I follow them and am cautious to be sure that I do. This casino has made it clear that they feel they can ban anyone for any reason at any time and refuse any withdrawl - if for no other reason than that I would caution my fellow gamblers to steer clear of anywhere that treats people this way. Have a look for yourself - in spite of their answering reviews here and on other sites stating that they know they do not pay out within minutes they are still to this very day advertising some thing that they know very well that they do not do and have confessed so in their own responses. How irresponsible is it to actively market some thing to someone that you have banned from your site and refused to pay their due winnings, and to advertise some thing that you have already claimed that you know is patently false this casino needs to be added to the list of no go casinos in my opinion, but we shall wait and see what their response is as that is the proper procedure, and in spite of the fact that this organization does not value do process within their own operation, we have to honor that system and follow those rules and I understand that. I have precious little faith that they are going to do the right thing but as I told them just because they operate outside of any sort of regulations, it doesn’t mean that the public will not discover these practices and respond. I hope this helps someone out there to avoid falling victim to the practices of this operation. Take a look at what just came in my email:

Thank you very much, up2unyny, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Thank you for taking the time. I look forward to the next steps.

Hello up2unyny,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Crypto Loko Casino to join the conversation and participate in the resolution of this complaint.

Dear Crypto Loko Casino,

Can you please clarify the reason for blocking the player's account?

Kind regards,

Adam

Greetings all,

The account in question was deactivated by our security team, I have requested a review of the situation and will reply when I have additional information.

Best wishes,

Nick and Crypto Loko

Nick

That is really a non answer after a month of waiting and writing for answers. You have my players account info so what is the reason this would require any further time?

I did nothing but answer your ad, play through and win, I was at $1800 when it suddenly dropped to $71. I then entered chat and was told that it was due to the bonus being taken and I could cash out. I did. I verified my ID. But no payment ever came and Still has not.

After an entire month the answer is the same. There is no answer. I was denied my payout and blocked without reason.

Why am I still not paid the $71 I won? Why am I blocked? How long until I can anticipate an answer to these questions?

There is no reason why your payment "in minutes not days" should remain unpaid when I have been waiting over 30 days. Can you at least see to it that my payout is finally processed while researching why I was blocked after literally playing once in your casino?

Hello up2unyny,

I appreciate your frustration but let's wait for more information and hopefully, your questions will shortly be answered.

Kind regards,

Adam

Dear up2unyny,

There has been no further response from the casino, I will contact them once more.

We would like to ask Crypto Loko Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Adam - I greatly appreciate your assistance and I am saddened to see this has continued. I have been asking for my payout of $71 and the reason for my being blocked since December and have had the responses you have seen. I want to provide for you two additional bits of information here - 

First - I have had a review running in another site. Same day as the response here they had asked my feedback and rating to be taken down on the site. Even after providing them my contact info and having them publicly respond there that they would be in touch with me to explain why this has occurred, they had my review removed on basis of me not having had interaction with their website. I have spent hours documenting and pouring over my records for the site and it is under review. It is very poor form that they deflect deadlines and make promises publicly of providing info both here and there and then no response. The promised information to me from that site was on January 16 - but that information is still not available. See below: 

Reply from Crypto Loko Casino

Jan 16, 2023

Hey Jack, we respond to 100% of all reviews good and bad no matter what. Please reply to our request for further information submitted so we can locate your account. If we can help we will, if not we can at least clarify the situation for you. Best wishes!

——-

second item : during my research I have found part of the dialog with their team when I was requesting my payout and still being promised a payout before being blocked. My main computer is down right now but I think I may have the entire conversation there as well as the screenshots of my $1800 win and the conversation regarding it dropping to $71. What I have recovered are some parts and I wish to submit this as it aids in showing my sincere complaint. I have spent way more time than the $71 would ever be worth in pursuing the matter and it is not for personal gain it is for the industry. I personally can show record of having made substantial play during this time at other casinos but as a result of this I have returned to in casino gaming more than online and I’m terrified of new places as I’m afraid of being denied payout and being blocked like this. It has a terrible effect on the industry both land based and internet casinos. That is truly where I am motivated is to see to it that this lawless phase of operation and zero accountability ends. I believe that’s a key part of what you and your team are doing and I’m very pleased with your organization to the point that I sincerely think it is the best tool for the survival of online gaming and the difference between a small audience and large one. Trust is a challenge and violations of trust cut very deeply. Your fair and balanced approach are exemplary and while I am indeed frustrated and annoyed with the timing - I understand completely why it must be this way and I appreciate your team and the thoughtful way you work with all parties. It is never casino vs player because we are in it together. Just as two competing teams on the field win some and lose some - the best players on opposing teams appreciate one another for making each other better and look forward to the next game. That is what I learned from living most of my life in Las Vegas by choice - this industry is something I know and feel strongly about otherwise I wouldn’t waste hours of my life chasing a place I played at once for $71 and begging to be let in the doors after being unfairly kicked out and ignored. It’s about doing the right thing and I see what your team does and I personally thank you. 

In closing, I will supply a screenshot of my conversation with support. I do not know if I will be successfully recover the entire conversation but I am working to that end. I thank you again and your entire team. I have been on the receiving end of broken promises since encountering CryptoLoko so while

I was looking forward to the deadline tonight to see a response that was not simply dismissive but thoughtful in the manner in which I have tried to engage, I had very little faith that Nick would make the deadline. It’s a question since December. I continue to wait. 

Dear up2unyny,

I have made contact with the casino via Skype and they have stated that your account was blocked due to the use of VPN and initiating chargebacks at two of their sister casinos.

Is this something that you are aware of?

Kind regards,

Adam

I have never issued a chargeback in my life and I do not use a vpn. That is entirely outrageous and without merit. I have deposited nearly $8000 in other casinos online in the last 48 hours. I have no reason to chargeback anything. That’s not only a lie from the casino but it is an insult.

Dear up2unyny,

Can you please confirm if you have registered accounts at Prism Casino and Palace of Chance casino? If so, can you also provide the username(s) used for those accounts? I will keep the post private.

Kind regards,

Adam

I signed up for accounts with both of those quite recently, in fact, I believe it was after I had signed up with local I did so using enclave, and here are my logins for both of those. The funny thing is that I have never made a deposit to either one of those casinos, so it would be awfully difficult for me to charge back something that I never charged to begin with. I appreciate you for letting me know that those casinos are related and hopefully at the end of this process you can let me know if there are any other brands under that particular umbrella, because I am going to be sure to avoid them in the future. I think you can add him sincerely, whatever the result of this is, it really doesn’t matter to me if it helps to bring to light, but there is somebody out there who is actively hurting the reputation teaming in general. I knew in my heart of hearts, but there was going to be some sort of a BS excuse, given, as to why I was the one at fault, not the casino, and furthermore , the response that I have gotten throughout for the casino was essentially as you have already read, we can do whatever the hell we want to anyone whenever we want to and there’s absolutely nothing whatsoever that you were anyone else do about it. Ha ha ha. I find that to be really offensive on every possible level and as I mentioned in the very beginning, I was literally working on creating a site like yours in order to deal with situations like this for other consumers, because I was so outraged at this. Once I have been clear to Ron doing here, which is ridiculous that there’s even a question of that , considering that casino didn’t pay me and they blocked me without explanation, I mean logic would say that if you’re going to just block somebody you would block them and let them know why not take two months to tell them why and furthermore, if there’s an issue with those other two casinos, then why the heck am I not blocked from them? It’s completely outrageous. It’s totally baseless and I’m glad to hear that it’s places that I never let me deposits to begin with because otherwise , I would be digging through all of my receipts right now to schell every penny, that I’ve ever spent and the fact that nothing was ever charged back. I am not a casual gamer. Not really a casual anything whatever I do, I put my heart soul into and , the kind of thing that they’re suggesting here with a chargeback plays against everything that I value and believe it when it comes to gaming sometimes you win sometimes you lose that’s just the way it is. This case the cards were stacked against me from the very beginning and I should’ve known better than to believe the BS ad that came to my email promising free play. I guess we really upset me the most about this entire situation is the way in which they stole install install for any sort of an answer, and when they come up with an answer, it’s something completely outrageous. I mean that’s a pretty egregious violation. Why would I ever been able to sign up to begin with, why would I not be banned from the other properties if it was an issue there, and why would they be communicating with me via chat days after my win and telling me that I just have to wait a few more days and then block me with no further work? It’s outrageous just outrageous.

And just because now I’m upset I logged on to both of those two sites and you can take a look at here’s my login I’m not blocked to either one of those sites and my entire account history, which you can see consist of a redemption of free spins, should I be banned from these sites if I did something not right there? but the only one I’m banned from is CryptoLoko so come on let’s be realistic here. This is a bunch of BS nonsense from obvious scammers. Please let me know who else are within the casino umbrella, so that I am careful not to go to any of their establishments ever ever ever.

Greetings up2unyny,

Thank you for bringing these additional (and secondary, more than one account per player per casino is also not allowed per the terms and conditions of the casino) accounts to our attention in the respective brands. We have also done a more extensive search and located additional accounts in other casinos we partner with for security purposes.

All accounts that can be proven related to you within our network will now be blocked as well.

Best wishes,

Nick and Crypto Loko

These are not secondary accounts they are my only accounts. Not a problem block me you only take money and don’t pay out. Blocking me

is doing me a favor. I never had multiple accounts that’s pure bs. Liars will face judgement far beyond what I could ever ask. Too bad this happened but it’s ok there are honest casinos out there and that is where I will play.

Dear up2unyny,

The casino has further provided evidence that you have registered these multiple accounts. Due to this and the previous evidence supplied regarding the chargebacks, I am afraid there is nothing more we can do to assist you with this case and so the complaint will be rejected.

Please understand, we can only make a decision based on the evidence provided.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam