Crypto Loko Casino - Player's withdrawal confiscated.

I deposited and lost but received a week's worth of free spins like usual. On second day of free spins I won, matched playthrough requested my withdrawal and it was approved. Now 3 days later I've been stripped of my vip status and lost my with drawal because

Dear benweber1977,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you've encountered with your VIP status being revoked and your withdrawal being lost despite successfully meeting the playthrough requirements.

To assist you further and better understand the situation, could you please provide additional details on the following points?

• Have you received any communication from the casino regarding the reason for the removal of your VIP status?
• Did you receive any confirmation or notification regarding the approval of your withdrawal after meeting the playthrough requirements?
• Have you contacted the casino's support team to inquire about the reasons behind the loss of your VIP status and the withdrawal?
• Do I understand correctly that you redeemed loyalty points that were available inside your casino account but winnings from those points were later voided?

Your cooperation in providing these details will greatly assist us in investigating and working towards a resolution. Additionally, if you have any relevant communication with the casino, please feel free to forward it to petronela.k@casino.guru for further review.

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,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Thank you very much, benweber1977, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

I don't even care if I collect the 50 I'm just passed about the whole situation

Hello benweber1977,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Crypto Loko Casino to join the conversation.

Dear Crypto Loko Casino,

Can you please provide information regarding the player's declined withdrawals? Why was the player's VIP status canceled without any warning after they won from what looked like loyalty free spins?

Greetings all,

We are pleased to announce that we've reviewed the situation and payment was released on the 18th of April and is marked delivered in Blockchain Explorer.

Best wishes,

Crypto Loko

Dear benweber1977,

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.

They are correct the 50 was paid, though no response on the loss of vip

Dear benweber1977,

I'm glad you received the winnings of $50 successfully. When it comes to your VIP status, I would still like to wait for the casino team to comment on this, however usually if the player doesn't fulfill certain requirements ( number of deposits, games played, or other usual activity) each month or week (depending nf the casino T&Cs) the player status or class is voided or lowered automatically.

Dear Crypto Loko team,

Can you please shed more light on the player's lost VIP status?

Greetings all,

Player class is determined by an automated algorithm and adjusts itself regularly benweber1977, if you have been shifted out of VIP status it is most likely due to your recent deposit history and should move itself back accordingly as you deposit and play.

Best wishes,

Crypto Loko

Ok

Thank you for the response and clarification, Crypto Loko team.

Dear benweber1977,

I believe your complaint was addressed sufficiently, and you have received your winnings. Can we consider your complaint resolved, or do you require assistance with anything else?

Thanks for your help

Thank you for the confirmation, benweber1977.

As the complainant confirmed, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru