The player from Mexico had used a no-deposit bonus and made a deposit of 21 USD to verify their cryptocurrency wallet for a planned withdrawal. Despite having seen the approved withdrawal of 250 USD split into two parts in their history, only the deposit of 21 USD was reflected in their account. The casino had alleged violation of bonus terms as the reason, which the player disputed. However, after reviewing the evidence provided by the player, we concluded that the player had indeed violated the bonus terms by using more than one no-deposit bonus before making a real money deposit. As a result, the casino acted within its rights to void the winnings and refund the player's deposit. The player was given time to respond or provide additional information but failed to do so, leading us to close the complaint as unjustified.
Crypto Loko Casino - Player's winnings confiscated due to alleged bonus abuse.
Amount: Mex$229
Crypto Loko Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
I redeemed a no-deposit bonus, and when my account had a withdrawable balance, I made a deposit to verify my cryptocurrency wallet so I could make a withdrawal, which I requested for the amount of 250 USD. Subsequently, the bonus was cancelled and the withdrawal was split into two parts... a deposit of 21 USD and another of 229 USD both of which WERE APPROVED in the history, only reflecting the deposit of 2 USD and the one of 229 USD not reflected in my account. I contacted support which told me that the withdrawal has been cancelled for not complying with the terms of the bonuses. They claimed that I redeemed several no-deposit bonuses before I had made a deposit, when in fact, before the withdrawal, I only redeemed one bonus and made a deposit of 21 USD.
Hello Mauri181,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Crypto Loko Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? How many bonuses did you claim at the casino in total? Was this your first ever deposit there? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hello! If my account is already verified, I verified it the same day I wanted to make the withdrawal of which I mentioned...
I entered 2 bonuses which were denied because they were not valid in my country, the third bonus that I redeemed was approved, for which I played until I had a withdrawable balance in the amount of 250 USD.
I requested the withdrawal, which, as I mentioned before, has not fallen into my wallet.
Yes, it was my first deposit of 21 USD, I emphasize that only a valid bonus was redeemed.
Yesterday, March 18, was the only time I had contact with the casino, asking about the status of my withdrawal in which they argued that it had been canceled despite first being approved and excusing that I used more bonuses than allowed.
Another of my doubts is why they divided my retirement into 2 parts? Sending me one part (21USD) and the other not… (229USD)
Hello Mauri181,
As long as there was only one coupon activated and the rest were denied, the casino should not consider it as multiple bonuses and should not have void the winnings generated from the one redeemed. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Thank you very much, I was waiting for your response!!!!
Hello, Mauri181,
I am sorry to hear about your trouble. From now on, I will assist you with the case.
Before I invite the casino to the thread, I would like to ask you a few questions to clarify the situation and explain to you what I can see here because, to be honest, it looks like I will not have to invite the casino representative here at all.
Are you sure that you used only one no-deposit bonus before your first real money deposit?
This is the screenshot you provided upon submitting the complaint:
It is of very bad quality, unclear and not fully readable, but I can see a few important things there, which basically confirms that you played with more than 1 no-deposit bonus in a row without making a deposit. There is no deposit before the no-deposit bonus thanks to which you accumulated your disputed winnings. I can see another no-deposit bonus (bonus code) there.
In this type of casino, there is only one row in the transaction history in case you use a bonus code ("redeemed" or "denied"), and 2 rows when there is a "Free Spin Deposit" operation ("Requested" and the second row with a result) - both cases mean free money, no-deposit bonus.
From the bottom of your screenshot, although there were 2 denied bonus codes, I can see the third bonus code was redeemed, so it was successfully used. Only then you claimed the no-deposit bonus ("Free Spin Deposit") that you managed to turn into the disputed winnings.
This is the rule from the casino's Terms and Conditions (available HERE, section RULES - NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)):
"15. The player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip."
I would ask you for a better screenshot, but I think it is not necessary since the essential information is possible to see there.
To be honest, from the provided screenshot of your transaction history, I can see you did not comply with the casino's bonus rules governing no-deposit bonuses, and our attitude is that we accept such rules and their applying if we are talking about no-deposit bonuses. In addition, as you yourself confirmed above, your deposit was returned to your payment method - a standard process in these casinos if you made it only to verify your payment method and withdraw (invalid) winnings from the casino. The casino confiscated only your illegitimate winnings and refunded your deposit, so there are no obligations towards you, and I really cannot see any issue here.
So, can you please confirm the above-stated, and I can close the case, or would you like me to ask the casino for the details anyway?
Please note if you really used another bonus code before your successful no-deposit bonus, the only thing I would ask the casino for is to provide me with a more detailed transaction history, which would confirm it (more details of playing with it), and it would be a waste of time for all parties involved.
Looking forward to hearing from you.
Dear Mauri181,
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.
Dear Mauri181,
Since you were provided with enough time to comment on the matter but have not used this option, we are closing the complaint as unjustified. As it is clear from the screenshot you shared with us, we are talking about a breach of the casino's bonus terms and conditions, as explained above.
The casino acted in accordance with its terms and conditions.
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.
Best regards,
Branislav, Casino.Guru
