Crypto Loko Casino - Player's withdrawal request is delayed.

Hello,

Id like to complain about Crypto Loko not allowing me to withraw the amount I deposited and my winnings. At first I deposited $51 to see how fast they process withrawals but to my surprise they won't allow me and their representative gave me a bonus to play and after I won again and my wager turns to zero, they still wont allow me and said I should deposit again. My winnings now is at $2000 and have tried to withraw again nut they keep declining my request. Please help me I really need my money back. Please see screenshots attached

Dear yokomatulog,

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

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

• Could you please explain what bonus you accepted and played? Was it a deposit bonus or a free chip?
• Could you please share your communication with the casino, regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

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

Best regards,

Tomas

Tomas,

Thank you for attending to this. Okay i firstly used consecutive no deposit bonuses and was not able to withraw my winnings as explained by their representative

So that's fine. And because of that I tried to deposit $51 to see how fast withtawals take and to my surprise i could not withraw my own deposit so I spoke with another representative and we agreed that I continue playing and they will just add another bonus coupon for me. So everytime A coupon is placed, all details will show including the amount of playthrough I should accomplish. And when everything has been met, the amount of playthrough will go down to zero, the coupon will get removed, and the bonus balance will transfer to the withrawable balance. Which is all what shows in my account already. So i tried to withraw and they wont allow me. I spoke with another rep who was really rude and advised that i should make another deposit. But i dont believe them anymore as it really feels like a scam already. So i just continued playing and now i have reaced $2000 but still they wont allow me to withraw. My account clearly shows that my balance is already withrawable as per the screenshots ive sent. I wont make another deposit. You guys can try their site and see that only of all conditions are met, then the balance will show withrawable. But they still wont allow me. Its getting really frustrating.

When my withrawable balance was small they told me i cannot withraw and they wanted me to make another deposit to be able to withraw. Now that my withrwable balance is already at $2000, will they say that again? Or will they change their conditions? Please help let me know what to do to withraw my balance. I really need it already.

Thank you very much, yokomatulog, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you yokomatulog for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Crypto Loko Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Greetings all,

We have reviewed the situation and it appears that Baccarat and Blackjack were played while using a slots and keno only deposit bonus. We will review the play as well as speak directly with the head of the approvals department however per the terms and conditions from what we see the playng of non-allowed games is cause for denial of the requested withdrawal. We will comment here once we have thoroughy assessed the case.

Best wishes,

Crypto Loko

Greetings all,

The situation is still being discussed internally, thank you for your patience.

Best wishes,

Crypto Loko

Greetings all,

This is a complicated situation, per the terms and conditions of the casino and the deposit bonus in play only slots and keno were allowed using those funds and the requested withdrawal was denied on that basis. Blackjack and baccarat were both played using funds stemming from a restricted bonus. After the requested withdrawal was denied the deposit was then placed back in the account, under the explicit instructions of the player an additional deposit bonus was placed on top of it giving the player an additional chance to win. These funds were then played to zero. At this point the original deposit was no longer with the casino as it had now been played to zero.

The casino believes it has acted in good faith and per it's terms. The player had been informed of the decision, accepted the decision, accepted the additional bonus, played the deposit and the bonus then filed a complaint after the fact, presumably because this additional play session did not result in a (potentially greater) win.

We are still in discussion on the subject internally only because casino.guru's fair gambling codex requires us to prohibit non-allowed games during play on a restricted coupon and this is mechanically impossible using our gaming platform. The decision is either to hold to our clearly stated terms which were agreed to by the player (and accept the "black points" against our reputation), or to ignore our terms and pay the player (in order to comply with this 3rd party arbitrator). It is a complicated question.

Thank you for your patience,

Crypto Loko

Thank you for the response Crypto Loko Casino representative. If the player agreed to the resolution would it be possible to provide evidence of that?

I would also like to ask the player if they can verify the integrity of the statement of the casino representative:

The player had been informed of the decision, accepted the decision, accepted the additional bonus, played the deposit and the bonus then filed a complaint after the fact, presumably because this additional play session did not result in a (potentially greater) win.

Dear yokomatulog, were you aware of this decision and accepted a bonus as compensation? Thank you in advance!

Greetings all,

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

Best wishes,

Crypto Loko

Dear yokomatulog,

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.