Crypto Loko Casino - Player’s withdrawal has been delayed.

Having trouble getting information regarding my withdrawal. Crypto Loko states the withdrawal was processed on may 22nd, which I verified the approval under my transactions on the websites Cashier tab. I have asked for the TXID or the link to the block explorer to verify transfer of the bitcoin to the address registered to my account. I received a reply more than a week later ( attached screenshot below). They refer me to live chat, which I can not find anywhere on their website. I have been trying to speak directly with someone since May 22nd and had no success. The first response I received was via Trustpilot via negative review response. I have spent countless hours on this and it has become extremely frustrating. Any help would be greatly appreciated. Thank you,

Username: xy3kint0fm

Sincerely,

Bobbi

Trying to attach emails via .zip file, but having trouble. Will send via email if wanted. Again, thanks for your time and any help provided is much appreciated.

Dear TWISTEDSISTER,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear TWISTEDSISTER,

Have you received your withdrawal from the casino yet?

No I have not, I have requested a link or copy of the transaction ID on the blockchain. No response from them. The withdrawal was approved on the 22nd of May, and they stated on trust pilot that it was processed but wouldn’t give me the wallet address it was sent to. I have checked my wallet address I provided and so far no transactions. I did have a successful withdrawal on the 14th of May for approx 36 dollars worth of bitcoin. Thanks for looking into this for me.

Thank you for your reply, TWISTEDSISTER. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Yes,KYC has been completed. Had 2 successful withdrawals with the last one being May 14th. The only issue has been with this one on May 20th for 400$. Always have had an active bonus when withdrawing funds, but this bonus was an 88% added to my deposit no max withdrawal bonus. The other successful withdrawals were from a No Deposit bonus with a maximum withdrawal limit of 105 and 50 respectively.

Have you recently tried contacting the casino regarding this issue? 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.

Dear TWISTEDSISTER,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.