Crypto Loko Casino - Player's withdrawal has been rejected.

I had won over a 1,000 at Crypto Loko on a 33 dollar no deposit chip. They allowed me to make my request for the amount after they verified my identity. But then while it was processing and had been approved a few days later all of a sudden after contacting them 5 times asking what the hold up was one person said that I couldnt get the money with that chip. Even though the system knew what chip I used and had it as real balance and also as withdrawalable balance. I hit a jackpot that other players money was in so I think that's why the system allowed the withdrawal. I received 33 dollars and that wasnt even the right amount to the chip I used. I emailed them and told them I needed all my money and that I had documented with screenshots all of this. They said I experienced a bonus reversal and that the system automatically takes all the money from ur account the moment u hit ur requirements. I said I know what a bonus reversal is bc I have experienced one before and I told them that this wasn't a bonus reversal bc if it was the system would have done exactly what they said and took the money instantly while I was playing. I hit for 1,400.00. I only needed 900 to meet requirements if that was the case and it never removed any money. I even kept playing and lost 400 more that was when I asked for withdrawal. The system approved the amount and said it was withdrawable balance and also real balance. If it was a bonus reversal it would have never been available to be processed for withdrawal bc the system would have taken it instantly like they said. I even had to be verified and make a Bitcoin deposit to them so they could send me my money. My deposit also was added on my winning withdrawal amount. Two or 3 days later after asking the hold up that was when they said I couldn't get my money and that was when my money was stolen. It was stolen during the withdrawal process and not removed at the time I met requirements 3 days earlier when I was playing. They just said that the next day to try and justify the reason for my funds to be missing and they thought by sending me a email saying it was a bonus reversal not knowing that I was aware of what that was thinking I was dumb and that would be enough to trick me and have me just let things be but they were wrong. They didn't know I took screenshots when it said withdrawalable amount and where it said real balance. I also screenshot where I had no bonus money or no playthrough needed bc I felt they was gonna try something. After I explained this to them and sent them the screenshots proving their explanation of a bonus reversal was valid, that was when they cut contact with me and haven't responded back since. I will have to gather my screenshots and send them to u after u contact me again. Thank u for ur time

Dear kodigoodloe3,

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. Could you please advise if you redeemed any free bonuses from this casino in the past? Was your account successfully verified?

Meanwhile, I have checked the general bonus terms and conditions, and this is what I found (here):

RULES

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

Unless stated otherwise, all No Deposit Bonuses are subject to the following Terms and Conditions:

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.

5. Once you have met the Wagering Requirements and are able to make a withdrawal, any amount that is over the Maximum Withdrawal Limit will be removed from your

balance, as you will not be able to withdraw these funds.

Please bear in mind that if your winnings were accumulated from a Free Chip entirely, you won't be entitled to withdraw the full amount.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Dear kodigoodloe3,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.