Crypto Loko Casino - Player’s withdrawal is delayed due to pending verification.

Hi,

My withdrawal is pending since months. I have sent them my documents via email for account verification (since their verification app doesn't work, at least for me). Have got not a single response.

Since the bonus did not require any deposit, I requested a payout. This casino should stick to its own terms for no deposit bonuses. The wagering of this bonus were met. Now the casino requires a deposit, while my account verification is still pending!

I require my withdrawal, as per terms!

Dear cqx_227,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Crypto Loko Casino.

I have checked the Terms and Conditions, and this is what I found:

COUNTRY BASED RESTRICTIONS

Please follow this link here to ensure your eligibility based on your country of residence and learn about potential restrictions. Your location can impact your access, bonus usage, free chip redemption, and deposit methods. Please review the details carefully and contact us directly if you need to check your account status.

The link shows the following information regarding Albania:

Moreover, the Rules for no-deposit bonuses state the following:

RULES - NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

7. Players from certain countries may not cash out from free chip offers if they have not previously deposited. These players may partake of said free chips for amusement purposes only. Please contact a customer support representative before using any free chip offer to understand your eligibility for withdrawals.

Could you please advise if you made any deposits to the casino?

Have you tried sending your verification documents directly through your profile, instead of an email?

When was the last time you communicated with the casino and what was it about?

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

As I said, their on-site identification app doesn't work, thus I sent my documents via email. I have got no response from them. Regarding their terms and as you state, I am going to make a deposit in order to withdraw, so it won't be any issues with the payout, at least, at this point.

Thank you and you may close the thread.

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. 

We’ve reopened this complaint at the request of cqx_227. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following message:

Following my dispute: https://casino.guru/crypto-loko-casino-player-s-withdrawal-is-delayed-1 as of 12 January 2024.

I have deposited and my winnings were confiscated. When you don't deposit, you are not following the terms; when you deposit, your winnings get withheld!!

This is laughable!

I demand a withdrawal from them!!

Dear cqx_227,

I'm sorry to hear that your winnings were confiscated. Have you received any explanation from the casino as to why this happened? Have you contacted customer support regarding your voided winnings? What was their answer?

Has your account been successfully verified?

They claimed: 'it's your 3rd no deposit offer you have taken'! It doesn't make sense at all...

And my account is verified.. I deposited as per terms, but my winnings were confiscated... Ridiculous terms..

Is there any chance that you activated several free (no-deposit) bonuses in a row without making a deposit in between?

It doesn't make sense! They could have confiscated the winnings prior, but they urged me to make a deposit then confiscated them.

Yes, I have used three of their no-deposit offers.

But if more deposits are required, I am willing to make another one, in order to get my winnings.

According to the Terms and Conditions:

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.

If you took several free bonuses without making a deposit in between, the casino was eligible to void your winnings. Even if you made a deposit now, the winnings from your previous free bonuses would be forfeited, because you broke the rules before.

Please let me know if there is anything else I can assist you with, otherwise this complaint will be closed. Thank you for your understanding.

Just for courtesy: why didn't they void the winnings before? I wasted time wagering and in the end the winnings were voided nevertheless!! That's a no-no casino!

Thanks.

And this casino has unfair terms! It doesn't have a license, though..

Did you play with the money you deposited to the casino?

Dear cqx_227,

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.