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

I've been playing RTG casinos for years and this is the first time ever something like this has happened to me!!! first of all let me say that I have proof of everything I say, I have saved screenshots and saved chats - they canceled a withdrawal of 12210.58 by claiming a subsequent change in the terms of the ELPOKO coupon, which was previously without max cashout then they changed it to x26, but when I played the terms were clear NO MAX cashout.

I had a conversation with my VIP Manager (Arnold McDaniel) also saved chat - where he clearly confirms to me that these new rules would not affect my withdrawal and I would be able to withdraw all the funds. They say that the new coupon rules have been changed in the system but even if this were true the result doesn't change! I made my deposits for thousands of dollars becasue of the original rules, and at the same time at the end of the games I made the screens where the coupon rules are clear: NO MAX CAHSOUT.

They have to honor their debt and pay all winnings, too easy to attract players and then change the rules of the game if they win.

Dear mazziccas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Just recently we came across a very similar issue raised by another player. He also redeemed the same bonus.

Please see below the casino's answer:

Could you please advise if you received any withdrawal f your winnings?

Thank you in advance for your reply.

Best regards,

Petronela

Yes, but I am pretty sure my issue was before, the old rules of NO MAX CASHOUT were still in place as confirmed on my chat with my the VIP host manager - also you can see that my screens are different and they show same excat rule - also i save them online with a third part operator that show exactly time stamp on the server at the time of the upload and which is impossible to alter.

Attached the screens with the balance at the moment of my wagering done.

As you can see rules at the moment of play were clear, they just change it later on.

Dear mazziccas,

Could you please identify when the bonus terms and conditions were updated and when you requested the withdrawal?

Hi Petronela, I asked for the withdrawal on 19/12, I'm not sure when the terms changed, what I'm sure of is that the site and the coupon at the time of my deposit and at the time of the withdrawal showed the terms exactly as shown in the screen I have sent, i.e. no max cashout.

As I read in the other post they claim that the terms in the system had been changed but not in the banners: well if this were the case this would be even worse as it highlights the fraudulent nature of this conduct by the casino, which allows players to deposit with terms that will not be honoured.

I agree that casinos can change the rules of any promotion at any time, but this seems that the rules were changed after you completed the wagering requirements and the withdrawal was already requested. Is that correct?

How much was your deposit that triggered this promotion, please?

Petronela, yes correct

Greetings all,

We are aware of the situation mazziccas, apologies. As you already know it was an error on the part of the approvals department and the full amount was reimbursed back into your casino account on January 16th ($12,210). You requested it for withdrawal once again the same day. The first installment of that balance has already been approved and delivered via Bitcoin on the 18th of January. An additional approval/payment is scheduled for tomorrow. I will see what can be done to expedite things if possible but other than that there is no longer anything to resolve.

The rules of the bonus were indeed altered but after the player deposited using the coupon in question, the error has been rectified and we are proactively doing what is necessary to assure that mazziccas receives the full amount of his winnings.

Best wishes,

Nick and Crypto Loko

Hello,

I confirm what Nick wrote, I'm waiting for the rest of the payments.

Best regards

Thank you very much, Nick and Crypto Loko, for the update.

The least I can do is to leave this complaint open until mazziccas's confirmation regarding successful withdrawal. Please keep me informed. We are looking forward to hearing from you.

Dear mazziccas,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.