Crypto Loko Casino - Player's not able to access his account.

After I was verified during my withdrawal period I tried logging back in and now I can’t get back into my account! I keep getting the oops… something bad happened and the only button on the screen is Back to home

Dear wkuoch1978,

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 post here a screenshot of the error message you see when you try to log in?

Do I understand correctly that $750 (dispute value) is being held in your casino account? Have you accumulated your winnings with or without an active bonus?

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

This is the screen I get stuck with every time from now on. This is the first time I have tried making a withdrawal from this casino. $750 is the amount that is held with the casino from my winnings. I did originally accumulate those winnings from a bonus but I have managed to play through the required amount to turn those winnings into my own.

Thank you very much for your reply, wkuoch1978. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

these are all the correspondence I have had with the casino but the majority of the time my email is sent back to me

Thank you very much, wkuoch1978, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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 so much for taking up some of your valuable time and effort to help me in my time of need. It's so much more comforting knowing I have someone who has my back and is doing what they can in order to correct this wrong doing done by this casino

Greetings all,

There is more than one issue at hand here. First off only one free chip is allowed between cash deposits, in this case the win is on the 6th consecutive free chip with no deposits until the account confirmation deposit. The next issue is the personal data submitted was for Australia (though it appears the player is from Singapore here on this platform). Australian players are not allowed in the casino and blocked at an IP level, the only way to get to the casino is through a VPN which is prohibited per the terms and conditions. Unfortunately even the $50 maximum cashout of the free bonus in play is not eligible for withdrawal and we cannot allow the account to stay open due to the region of the player. The account confirmation deposit has been refunded.

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

Best wishes,

Crypto Loko

If that were truly the case that you prohibit players from Australia to play on this platform then why am I able to sign up and provide my Australian address in my profile? I understand that through the registration process if I were to provide false information about myself that would truly void me of any winnings I may incur. It's just the fact that I won a reasonable amount of money that you decided to use me being Australian an excuse not to pay what I rightfully won!! Me being Australian doesn't stop me from depositing my money to play on your platform either it's only when I try to make a withdrawal it conveniently comes into play!

Hello all,

Thank you, Nick and Crypto Loko, for providing the explanation and data.

Dear wkuoch1978,

From now on, I will assist you with your issue.

I was provided with sufficient evidence that shows you registered from the restricted country, and your winnings were obtained from the third and further no-deposit bonuses. It confirms Nick's claims above.

In the meantime, I also tried it myself with Australian IP (VPN). It is not possible to open the website from AU.

Where exactly are you from, and from where did you connect to the casino and play there? Can you please confirm that you used VPN to circumvent the casino's restrictions for Australian players and that your deposit has been already refunded?

I am from Australia Melbourne and yes I have circumvented the casinos online restriction policy regarding Australian players by using a VPN from Singapore. Yes my deposit of $17.85 has already been refunded. I was constantly contacted by the casino Crypto Loko through advertising sent to my email address and I was further enticed by these no deposit bonus's to play on their website. It's not my fault I'm able to use the codes that I was sent to play with. I believe I have been treated unfairly and unjustly! Using a VPN is common practice to be able to play certain games that have that restriction.

Dear wkuoch1978,

As for your claims above:

• yes, that is correct - VPN is used for security reasons, and it is a common thing, but not in case you need to hide your location and circumvent online casino restrictions
• you did not make a deposit to play, you only made the deposit to withdraw your winnings, while there were no signs of play for real money
• I dare to disagree with the claim that it is not your fault - you knowingly breached the casino's terms and conditions, which you accepted upon registration

After gathering all the necessary information and evidence, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - you bypassed the casino's restrictions by using VPN to hide your current location. Otherwise, you would not be able to even open the casino website. This seriously breached the casino's rules and restrictions. Apart from hiding your location, you used several consecutive no-deposit bonuses without making deposits between them. We are talking about free money given by the casino, which the casino can limit as it sees fit, especially in the case of no-deposit bonuses. The casino's rules regarding no-deposit bonuses are clear, and also those are accepted upon registration.

If all players play in online casinos in this way, it would not make sense for casinos to provide their services to players at all. In addition, your confirmation deposit was refunded. You basically lost nothing, and even could use the casino's services despite its restrictions, and play there. The casino acted correctly and in accordance with its terms and conditions, and we accept its decision. Unfortunately, you are not entitled to the winnings obtained this way.

I am 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 Casino, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru