Crypto Loko Casino - Player's withdrawal was canceled.

Hello one more time. This mon casino let me withdraw my winning. He gave me a daily spin bonus for a year where I completed the entire bet, only won 15 to withdraw. I made a deposit of 30. I tried to withdraw I was denied the explanation. That I have to complete the bet. I asked him when. They can't tell me the answer!!... well then I played more win win 15. Complete 60 where I want to withdraw and they canceled my withdrawal. And they took my profit.

Dear Nelimal,

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. Do I understand correctly that you didn't complete the wagering requirements?

Have you received any explanation from the casino regarding the confiscated winnings? 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 very much in advance for your reply.

Best regards,

Kristina

Hello, yes I complete all the requirements. And explanation of the casino I have to 60 to withdraw.

Thank you for your reply, Nelimal. It would be really helpful if you forwarded me the communication between you and the casino, as I'm still not sure I fully understood what happened.

Unfortunately I couldn't capture it. This was so. I had 15 usdt earned from the bonus, but to withdraw I had to deposit they told me. Where I made a deposit of 31 usdt. When I tried to withdraw, I was rejected because the bonus was mixed with my balance, it says... and I had to earn 60 usdt to be able to withdraw. Well play and reach 60 usdt. When I tried to withdraw, it was rejected back, there where I got my profit of 29 usdt and they left me my deposit, which was 31 usdt. When I wanted to withdraw what I deposited, the 31 usdt what I deposited. I reject myself back. Because I have to earn 60 they gave me back. Well, everything was lost, I played and I was able to reach 60 usdt. But they gave me that I could only withdraw 35. Usdt. I mean, how would this be then?

Thank you very much, Nelimal, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, look now what I need to withdraw is 29 usdt, which I took out at the first withdrawal attempt. When they told me that I have to complete 60 to withdraw. When I completed the 60 they took the 29... and I had to complete the 60 again and there they told me 34. 3 usdt more than what I deposited

Hello, Nelimal,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Crypto Loko Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Crypto Loko Casino Team,

Could you please provide us with an explanation of the player's situation in more detail?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi thanks

Greetings all,

We've reviewed the situation and we'll see what I can do to assist Nelimal.

Best wishes,

Crypto Loko

Dear Crypto Loko Casino Team,

Could you provide us with an update and details? Are you please able to describe the player's situation in more detail? What happened there, and what is the outcome of the casino's investigation?

Greetings all,

After review it appears that there was a cash deposit on top of a free tournament buy-in that was awarded, the combined (mixed) funds were then requested as a withdrawal. The tournament buy-in was for tournament play only and cash deposits require a 1x playthrough before qualifying for withdrawal thus the requested withdrawal was denied. The cash funds were then re-deposited to give the opportunity to play and withdraw, without further play the funds were re-requested for withdrawal by the player then denied once again. The funds were re-deposited again and then played completing the 1x playthrough requirement and a request for $35 was then submitted. This request was approved and paid out. All available and eligible funds have been paid, hopefully this clarifies things.

Best wishes,

Crypto Loko

CRYPTO LOKO, Look at the support from the first rejection of 45, they explained to me that I have to complete 60 to be able to make the withdrawal. And I completed 60 and they rejected me. They took my profits and left me 31 what I deposited... and if that were the case, why didn't they accept my withdrawal there? Where they asked me to risk my fund again and complete another 60 to accept my withdrawal.

Thank you both for your replies and the information provided.

Dear Crypto Loko Casino Team,

Unfortunately, after looking at the last few posts, I am not sure I understand the whole situation correctly.

Could you please provide me with the complete transaction history of the player's account as well as the game history with a more detailed description?

Feel free to use my email (branislav.b@casino.guru).

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

There was a cash deposit on top of bonus funds, this is called mixing funds and creates some issues as you see. Honestly, $35 out of a claimed $60 has been withdrawn and returned to the player. So am I clear in assuming we are talking about $25 dollars here? If so I can perhaps resolve this in another manner.

Best wishes,

Nick and Crypto Loko

Hello, yes, support actually told me that I have to deposit to be able to withdraw from the LOKOLIFE bonus. BUT GOOD IF IT CAN BE SOLVED.? FORWARD .!!!

Thank you for your reply and the data provided, Nick. Please, look at my last messages and questions on Skype. In the meantime, I will also update the disputed amount to ₮/$25.

Dear Nelimal,

I think you started mixing 2 different issues here. As for the "LOKOLIFE" bonus, as you call it, I see it was claimed and used after the main issue of this complaint (the original disputed amount of $60, while $34 has been already paid out) was resolved. Or, was there any "LOKOLIFE" bonus used before the main issue occurred?

Although I requested a few more details from Nick, I would like to explain the situation as it looks according to the provided data and details, which confirms Nick's claims above.

You mentioned winnings of $15 first, and that then you made a deposit of $30 (I see $31 there). But, the mentioned $15 were not winnings, those were just free funds for only tournament play purposes, so it seems like they were not withdrawable funds yet. Since there was no other activity, and you decided to withdraw all funds without playing, you were informed that it is necessary to wager your deposit at least 1x - maybe this information was incorrectly interpreted by customer service, or it was not explained to you correctly, because a deposit on top of free funds caused the "mixing funds". Then, I see again a withdrawal request of a $45 - $30 real money deposit that was not played and $15 free funds that were not withdrawable. When you had $60 in your balance and requested a new withdrawal, the casino found out the funds were mixed, while logically - if you had $60, should have wagered your $31 deposit at least 1x, and you still had free funds of $15 in your balance, it is very likely your deposit had not been wagered yet. Even if the obligatory wagering was made, it would have not been possible to withdraw anything because the funds were mixed. At this point, the casino "reset" your balance, removed the free funds for tournaments of $15 and left only your deposit of $31 there. This was the time you were asked to wager your deposit at least 1x again to be able to make a withdrawal.

You requested several withdrawals while you bet only $1.1 from your deposit after the "reset". Then, I see that you played with your deposit and managed to collect something around $50 in your balance when you requested a withdrawal of $35 ($34 that was successfully processed and $1 as a fee that was deducted from the payment). After this Coindraw withdrawal of $34 was processed, I see you claimed the mentioned "LOKOLIFE" bonus (18 Free Spins) - at that moment, your balance was $0, so it looks like the remaining balance of around $15 was lost by playing prior to these Free Spins activation.

To be honest, since we are talking about the "mixing funds", I cannot see anything unusual in your transaction history, but I was not provided with your gameplay history, therefore, I asked Nick for some additional details.

Is my explanation enough for your, or is there anything else I could help you with? Is there anything in my explanation that could be incorrect, or do you feel that it happened in another way? Feel free to correct me.

Well this in the first place the 15 won is not from the tournament. I won playing lokolife where the requirements have already been met, all ready to withdraw...!! where they always ask me to deposit to be able to withdraw the lokolife profit. Where I tried to withdraw 45 they rejected me, well I kept playing I completed 60 I tried to withdraw rejected again, that's when they took 29 from me, and they left me 31 my deposit. Where I played again and completed 60 again and from there I withdrew the 34 + 1 that allowed me to withdraw... and after the 25 that they did not let me withdraw from that game and I lost everything I feel honest. What I was claiming was the 29 that he confiscated in the second withdrawal attempt. I just want to clarify nothing else, so it can be closed quietly.

The profit was from lokolife. Not to play tournament,

Alright, Nelimal. Thank you for the clarification. It changes the situation a bit. I did not have this information before, and I tried to explain what I saw in the provided data. Now it is clearer. However, I have not been provided with all the requested data yet, but I am still in contact with Nick.

Dear Nick and Crypto Loko,

Could you please look at my last messages regarding this case on Skype (the first one), and provide me with the requested data and details? Can you tell us what you meant by $25 and resolve it in another manner in your last post?

It looks like we are talking about those $25, and you were on the right track.

Greetings,

Please confirm your Bitcoin address for us Nelimal.

Best,

Crypto Loko

Greetings all,

We still believe that the ruling and subsequent denial was correct however it's $25, in the spirit of good will we are proceeding with payout on the requested funds. Let us know when that arrives Nelimal. Hopefully we can all get on with more productive pursuits.

Best wishes,

Crypto Loko

And I continue to win cleanly, if support said that I always had to deposit to withdraw the profit from lokolife, and I think that was no longer true. Me trying to follow the rule, but that's not possible. But ok thanks. Greetings the best for CRYPTOLOKO.

Thank you both for your replies.

Dear Nelimal,

Could you please confirm you received the payment of $25? Can I consider the case closed?

Hello, I have not received yet.!!!

Alright.

Since it was confirmed by the casino representative, at this point, I sincerely believe it should only be a matter of time before the payment comes to you. Please, provide the casino with a few more business days to process it.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know as soon as you receive the payment.

Fine, thanks!!! As soon as I receive it, I inform you!!

Hello, thanks once again for your help,... transfer received, the claim can now be closed.!!!

Thank you, Nelimal, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Nick and Crypto Loko, for your help and cooperation.

Best regards,

Branislav, Casino.guru