Crypto Loko Casino - Player’s winnings from a bonus were confiscated.

I was playing on the bonus and I hit and then all of a sudden. They took it away from me. I broke no rules.

Dear Robertsherman1984,

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. Do I understand correctly that the casino confiscated your entire winnings? Could you please advise which bonus you activated? If possible, please post here a link or promo code you used to activate it, together with a screenshot of your latest bonus history.

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

The code was loko22 and yes they took all but 35 dollars and I was doing good, I was on a roll and that's when I went from over 700 to 35 dollars

Why isnt anyone answering me about this

Thank you very much for your reply, Robertsherman1984. Have you received any explanation from the casino regarding this situation? 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.

No I've reached out to them multiple times and all I get is a message saying there busy amd it could the up to three days to get back ahold of me it's been a week

Hello

Thank you very much, Robertsherman1984, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello Robertsherman1984,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Crypto Loko Casino to join the conversation and participate in the resolution of this complaint.

Dear Crypto Loko Casino,

Can you please comment on the player's issue? Why have the winnings been cancelled?

Thank you.

Kind regards,

Tomas

Greetings all,

We have a reviewed the situation and you have experienced what is called a "coupon reversal" Robertsherman1984. You were playing a free chip with a playthrough requirement and maximum cashout of $50. When you have completed the playthrough the system automatically removes any non-cashable funds from the system in preparation for withdrawal, in this case bringing you down to the $50 maximum cashout for the chip in play. You then played that balance down to $0, unfortunately there is little to be done here as there are no withdrawable funds in the system.

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

Best wishes,

Crypto Loko

Thank you, Crypto Loko Casino, for the information and evidence provided.

Dear Robertsherman1984,

Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, 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.

Kind regards,

Tomas