Crypto Loko Casino - Player's winnings have not been paid out.

Hi crypto loco casino never gave me my winning and they never reply to my emails. They also toke me out the live chat. I have all the pictures but your site don't allow me to upload. Please send me an email where i can attach the pictures

Dear katiahouseofcool,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

When did you request a withdrawal from the casino? Is it still pending in your account?

Please try uploading screenshots in the complaint thread again, alternatively, send the information to my email at tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

Hi Tomas,

thank you so much for your reply. My account has been verifyed of course, and immediatelly after been verifyed they told me my winning were on its way. Never received anything. I went to try to speak to the live chat, but now they toke me out from been able to use the live chat. I sent and email asking whats goung on, and they initially replied the response could take up to 3 business days. They lied there as well. I was reading some of your Cryptoloco casino complains and actually there is another case exact like mine. So I guess thats what they do.

I will email you the pictures.

Thank you so much!

Thanks for your message.

I can see on the screenshot the 'managerial withdrawal' of your balance. From past experience, we've seen this to be an indication the winnings were either reduced or confiscated.

Could you please advise what bonus you redeemed in the casino?

How long have you been a player in this online casino? Have you received any justification from the casino for its actions?

Could you please confirm if your casino account passed KYC verification?

I'll await your reply.

Hi Tomas,

Thank you for your reply. I was looking if there was a way to see the type of bonus I used, but I can't find a way to see that. What I can tell you is that for sure it was a playthrou bonus. I remember I was winning way more then that and at one point all winning disappeared. I kept playing for what I had left and I accumulate this winning. I have been a member since the 1st week of September more or less and I WAS VERIFIED on everything.

I sent 3-4 emails to them and all I ever gotten is the automated reply service from the site.

I understand many things could have happened, but they don't even have the courtesy to respond to people and let people know what's going on. I attached the screenshots of my emails to them.

Worst casino I ever dealt with so far.

I really appreciate everything you do to help customers. 🙏

Thank you very much, katiahouseofcool, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.  

Hi katiahouseofcool,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when it replies.

Dear Crypto Loko Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you so much! I doubt they even answer. This is a mostly scam casino for what I see for all the complaints. And customer service is the worst I ever witnessed.

But thank you so much for all your help!

Greetings all,

We had the opportunity to review the situation and under normal circumstances the maximum cashout value of $50 would be paid out, however the terms and conditions of the casino as well as the free chips themselves state that only one free chip is valid between cash deposits. In this case the win in question is the result of the 13th free chip redeemed consecutively with no cash deposits until the account confirmation deposit to facilitate the withdrawal request. I wish I had better news however the funds in question ($50 maximum cashout) are not eligible for withdrawal.

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

Best wishes,

Crypto Loko

Thank you for the reply and the evidence, Crypto Loko Casino.

Dear katiahouseofcool, based on the information provided by the casino representative, we can see that you indeed redeemed several free chips without making any real money deposits between them. If you check the casino terms, you can find these rules (I copied them from the casino's website, you can see the relevant ones below):

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

2. Players are not allowed to redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw winnings from the second No Deposit Bonus.

3. Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 times the face value of the bonus, with a minimum of $50. All free chips valued below $50 will come with a cashout limit of no more than, nor less than, $50.

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'm afraid that we cannot influence this decision of the casino, since it acted in compliance with the terms and conditions that should have been available for you before claiming no deposit bonuses in a row. The casino representative also informed us, that your confirmation deposit after the last free chip was returned to you, so at least you didn't lose your own real money, however, the overall experience may seem unsatisfying to you. My recommendation in this situation is to always study the bonus terms beforehand (especially, rules for the no-deposit bonuses that can be sometimes trickier ones).

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia

Thank you for all your help I was not aware of none of this and.meaby they can be professional enough to reply to my emails and all of this could of been avoided. Thank you so much again! 🙏