Crypto Loko Casino - Player’s bonus winnings have been reduced.

They have a coupon on their website which states 264% max cashout. It is still active. The terms were 30x playthrough no max cashout. I deposited $105 and got the balance to $5600. They took $3000 away and left me $2600. I contacted them and they said the max cashout is 26x. They changed the terms while I was playing. The coupon still shows no max cashout. When you click the little "i" at the bottom it says 26x. This is a scam. They show no max cashout and then on the fine print put 26x max

Dear tks1us,

Thank you very much for submitting your complaint and for forwarding the relevant screenshots:

I’m sorry to hear about your problem.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. However, No Max Cashout should mean that the winnings won't be capped.

Could you please advise if your withdrawal of €2,600 has been received already?

Thank you in advance for your reply.

Best regards,

Petronela

On Saturday, December 24, 2022 at 07:55:32 AM EST, Help CryptoLoko Casino Emais <help@cryptoloko.com> wrote:

Hello Terry ! Hope you are doing well and having a nice day! 

This is Sarah Addams from Cryptoloko Casino!

Unfortunately, the coupon's terms and conditions changed. Any previous rules are completely void. Coupon rules were updated on website and in cashier when you redeemed the coupon. 

You can review Point 9 in our Terms and Conditions: 

9. The Company reserves the right to amend these Terms and Conditions at any time without notice to you. Such amendments will be effective immediately upon being posted on the 'Terms and Conditions' section of the Website. It is your responsibility to review the Terms and Conditions on a regular basis and to check any additional rules detailed within promotional emails. Should you be unclear about any point relating to a specific promotion, it is your responsibility to contact the support team and gain a full understanding before partaking in a promotion.

Thank you for playing at Cryptoloko Casino, we appreciate your loyalty. Happy holidays and good luck!

On 2022-12-23 23:50, Terry Sumansky wrote:

Please explain the following? Coupon shows no max cash-out. You have to click on the "i" and then it shows 26x max cashout. You cannot advertise no max cashout and then in fine print have 26x max cashout. That is a scam and deceptive. You need to make things right. I will be taking the information to the following outlets for review if you do not.

Hi, I received 2,300 so far. I am waiting on the rest. I had to split in 2 payments since 2,500 was max per transaction.

Thank you very much, tks1us, 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 tks1us,

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?

Greetings all,

The rules have indeed changed for the bonus in question, the physical banner is being altered as well to reflect the new rules however as you see in Petronela's screenshot the bonus rules are reviewed before redemption as a confirmation. I do apologize for the confusion however 26x was the maximum cashout for the code at the time of redemption.

I have reviewed the account and the full amount of the requested withdrawals have been paid out on the 24th of December and 29th of December respectively for the total approved amount of $2660. Check your wallet tks1us, perhaps you missed the second smaller payment on the 29th.

Best wishes,

Nick and Crypto Loko

Dear tks1us,

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.

I was paid the 26x amount. However, I was shorted $3,000. As you can see from the screenshot I took. The main page where the coupon is states "no max cash-out". You cannot advertise this and in the rules put 26x max. That is fraud, deceptive business practice, and a bait-and-switch. That is illegal. You cannot say "sorry for the confusion" and believe that is acceptable to falsely advertise this promotion.

You also state that "The Company reserves the right to amend these Terms and Conditions at any time without notice to you"

There would not be a casino business if this was allowed after bets have been placed. People would be afraid to wager and the integrity of the business would constantly be called into question. You will be out of business if people know you can change the rules after bets have been placed.

Dear tks1us,

In this case, we believe that the casino should honour the initial promo and pay you the full amount.

Greetings all,

This case is being discussed internally as well as directly with the casino.guru team. Once there is a definitive outcome I will update here. Thanks so much for your patience and understanding.

Best wishes,

Nick and Crypto Loko

Greetings all,

In the interest of fairness the removed balance was reinstated to the player account for the full amount of the requested withdrawal.

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

Best wishes,

Nick and Crypto Loko

Dear tks1us,

Could you please confirm that you received the balance, and we can close the case?

I can confirm I received the balance. The case can be closed.

I wish to thank the parties involved for a fair and timely response to this matter.

Matej, you far exceeded my expectations with your diligence and follow through. I owe you a debt of gratitude. Thank you

Dear tks1us,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

I appreciate your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. I am happy that I exceeded your expectations.

Best regards,

Matej

Casino.Guru