HomeComplaintsCrypto Loko Casino - Player's winnings have been confiscated.

Crypto Loko Casino - Player's winnings have been confiscated.

Amount: $20,000 CLP

Crypto Loko Casino
Safety Index:Below average
Submitted: 31 Mar 2024 | Case closed : 15 Apr 2024
Case closed Our verdict

Other

REJECTED

Case summary

7 months ago

The player from Chile had his withdrawal cancelled without any explanation and all his winnings had disappeared. He had sought clarification on why his withdrawal was cancelled and his money was not returned to his account. However, before the Complaints Team could fully investigate the issue, the player had requested the case to be closed, stating he no longer wished to play at the casino. As per his request, we had rejected the complaint.

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7 months ago
Translation

Good afternoon, could you explain why the withdrawal that was made has been canceled? I have properly followed through with the bet, but all of my winnings are gone. If you're not going to deposit, why don't you return the money to the account? I now have nothing. Everything has been taken from me, even the last dollar I had left, and I haven't received any notice about what transpired.

Automatic translation:
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7 months ago

Dear alagosr89,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Crypto Loko Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify if you accumulated your winnings with or without an active bonus?

Have you made any successful withdrawals before?

Could you kindly confirm if you passed the full KYC verification?

Have you contacted customer support of the casino to ask about the reason for canceling your withdrawal request?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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7 months ago

Dear alagosr89,

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.

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7 months ago
Translation

Dear, thank you very much but close the case I will no longer play in that casino. thank you for your management and quick response

Automatic translation:
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7 months ago

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

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