The player from the United States was experiencing difficulties with high unexpected withdrawal fees. Basically, the casino refunded him only his deposit due to a breach of the casino's Terms and Conditions. The player used multiple consecutive no-deposit bonuses without making deposits between them, which is prohibited. The winnings were obtained from the last bonus, and the deposit was made after. Besides that, there is a suspicion of using multiple accounts - at least 2 accounts were registered from the same household shortly after each other. Both used no-deposit bonuses. Therefore, the player is not entitled to the winnings obtained from the last no-deposit bonus, and we decided to close the complaint as unjustified. The casino acted correctly and in accordance with its rules.
Crypto Loko Casino - Player’s complaining about high withdrawal fees.
Amount: $50
Crypto Loko Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
BOGUS WITH DRAWL HIDDEN FEES!! Was given a bonus code offer with typical cash out terms of $50 after playthru requirements are met. No big deal I can handle that. After I played my bonus and the 40X required playthru I had actually managed to keep the $50 sheet they randomly snatched the excess bonus money from my remaining amount. I go to make my withdrawal of the $50 and in the withdrawal page they've added on another before now unspoken requirement. Its a typical one tho so still not a big issue.. must make a deposit before withdrawal is allowed off at least $10.. cool no even a big amount. I speak with customer service before I initiate deposit and consequently my withdrawal and specifically ask of they're is anything else I needed to do or any other terms requirements and was informed nope your all set... Congratulations on your winnings. I still sent a copy of it transcripts to email I then initiated my withdrawing while reading the big banner stating withdrawal in minutes with bitcoin. 🙌 woohoo! After I have already started the process then the screen pulls up with my "receipt" and on it dish towards the bottom of the page almost unnoticeable is a 2 statements " 1) deposits to your account typically take around 24 hours to to 7 days with bitcoin, and mind you this îs the only type of withdrawal request that they currently have available, and 2) This is an International transaction and your bank as well as other banks involved in the transfer of funds may charge currency conversion fees or transfer fees and the amount received may different from the amount approved and paid" 🤔 ookk didn't ever have that problem before with any casino and a withdrawal but I'm thinking ehh can't be that bad and go ahead with the withdrawing. Expected $40ish dollars anytime between now and 7 days from now 🤨 i war surprised when around 4 hours later I receive notification on my phone "your BTC deposit is available" So i go to check out what I received after these unknown unexpected and unspoken fees only to find $14.37 in my BTC wallet... Are You Freaking Kidding Me!!!! That's not just a few banks and transfer fees that's pretty much the entire bonus plus the $10 i was told to Depakote first only to find out afterwards.. " oh your bonus was a few coupon code no deposit bonus nothing else had been required!! So In all factuality after paying $10 to non deposit bonus my final total bonus amount was really only $4 since I paid $10 to make a withdraw so what kind of bonus is it actually and what type of casino that had ask these hidden fees and requirements the cutoff be honest up front with. Cause in ask honesty if I had obviousness about ask this extra BS I Levant works have just passed on this casino all together.
Dear randolpherik86,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. I
Have you to tried to communicate this issue with the casino? Have you withdrawn any winnings from this casino in the past and experienced the same withdrawal fees? Do I understand correctly that you opted for an e-wallet to obtain your winnings?
Looking forward to hearing from you.
Best regards,
Petronela
It stated had to have ewallet or bitcoin deposit i already had a bitcoin account so didn't have to get an ewallet I've also not gotten a response to the email I sent the casino and this was my first withdrawal request since i had just started playing this casino
Thank you very much, randolpherik86, for providing all the necessary information. My apology for the delayed response. I will now transfer your complaint to my colleague Branislav (branislav.b@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, randolpherik86,
I am sorry for your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Crypto Loko Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Crypto Loko Casino Team,
Could you please explain why such a high fee was deducted from the player's withdrawal?
The casino's Terms and Conditions state only a 5% processing fee. FAQ section says about the same fee to cover any 3rd party processing fee incurred. Is there any reason the player received a much lower payment than he requested? Are players somehow informed about the final amount of payments upon requesting withdrawals?
Thank you in advance for providing the information.
Greetings all,
I've reviewed the situation and we have a couple issues here. The first is that only one free bonus is allowed between cash deposits. In this case we have multiple consecutive free chips with no cash deposits. Also the terms and conditions state that only one account is allowed per player/household, in this case we have an additional account (also with multiple free chips and no deposits). I wish I had better news but the requested withdrawal is not eligible for payout, the payment made was merely to refund the account verification deposit.
Supporting evidence has been forwarded to the casino.guru team for review.
Best wishes,
Nick and Crypto Loko
How can I have claimed multiple bonuses when this was a signup bonus I claimed? The prize was sent to my email, stating no deposit signup bonus.
Dear randolpherik86,
Unfortunately, I was provided with sufficient evidence supporting Nick's claims and the casino's decision.
After gathering all the necessary information we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple free bonuses were redeemed consecutively without making a deposit. The deposit was made only after the disputed winnings were won, and at least 4 no-deposit bonuses were used before the last bonus. Besides that, the account was registered on December 2022, and the winnings were obtained in March 2023. It means we are not talking about winnings from a welcome (signup) bonus. You are not entitled to the winnings obtained from this bonus. Also, there are reasonable grounds to believe the bonus offer was abused - two connected accounts from the same household were registered shortly after each other, and both used the bonuses. The casino acted within its terms and conditions. Your deposit was refunded.
It is the players' obligation to read the terms and conditions before accepting them. Moreover, we are talking about no-deposit bonuses and free money. The casinos can limit this free money as they see fit unless it is not against our Fair Gambling Codex. The ideal case would be if the casinos enforce their rules by software. But, currently, it is not an industry standard and therefore, we are able to accept it. In addition, it makes sense that any casino will not give its players only free money until they win.
The applied rules are available HERE - section "Rules" - "No Deposit Bonuses (Free Chips, Free Spins)", rules 2. and 6.
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. We are here to help.
In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, Nick and Crypto Loko, for providing the necessary details and for your cooperation.
Best regards,
Branislav, Casino.Guru
