Crypto Loko Casino - The player's unable to withdraw his balance.

You get 100 something free spins for making a deposit for 7days, I used the bonus completed the playthrough requirements. The coupon got reversed and my balance went from 100 to 50 the max withdraw amount from bonus, the minimum you can withdraw is 50 and they take the extra money without warning. I left with $44 and made a deposit for 12 so I can have the 50 minimum to cashout.. I cashed out 50 and played the rest of my 10 dollars or so and won $400. I cashed out but never seen the money, I asked them about it they're saying my deposit is under a bonus that I already played through! It was reversed I don't understand how my deposit can be mixed when everything was met! I would like some help if possible thanks alot

Hello Deangelo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Crypto Loko Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you claim any new bonus since the free spins? Can you please forward your deposit/bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Account is verified because of inclave for about a year. Bonus used was lokolife , just 8 free spins for being family. A 10 deposit was made after i complented playthrough because reversal had me below then minimum withdraw amount. I withdraw the 50 from coupon and had some change left from my deposit that I made to get back to $50. I won $400 on my deposited balance not the bonus because 50 was being withdrew. money and they're saying my deposit is bonus money when I made the deposit after the coupon been reversed!

So they didn't give me $400 they gave me 50 and put limits on my deposit which I never had happen to me before.

Yeah I spoke with them asking where's the 400 dollars I won and they told me my 400 got sent as 48 dollars as if I claimed another coupon when I did the deposit

Hello Deangelo,

As long as the wagering of your bonus was complete, the deposit should not count as bonus balance at all and the casino should fully pay out your winnings.

I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Deangelo,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Crypto Loko Casino to join the conversation and participate in the resolution of this complaint.

Dear Crypto Loko Casino,

Can you please clarify why the player's winnings were reduced?

Kind regards,

Adam

Thanks trying to help, I appreciate it i tried explaining to them that it wasn't Bonus money i gambled with after I withdraw. I had the 50 withdraw in process and received it that night, then won 400 with the rest of my deposit, so I went ahead and withdraw my $400 I won and then they only sent me $48 saying my deposit have limits as the coupon

Coupon & playthrough was completed when I made the deposit

Greetings all,

The maximum withdrawable amount for the free spins in play at the time of the win is $50 and cannot exceed this amount under any circumstance. The deposit on top does not convert the balance to "cash", it fills in the amount necessary to be eligible for the minimum withdrawal of $50 but is "mixed" with the bonus funds and thus not eligible for further play/win.

The additional requested funds have been denied in accordance with the terms and condition of the casino and the bonus itself.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Crypto Loko

I deposited $10 or $12 when I was a couple dollars under 50 when you guys reversed the coupon. I was over 50 by a little because of it but I only withdraw 50.. anything after that was my deposit

Dear Deangelo,

This case is being discussed with the casino via a Skype conversation. I will extend the timer and post an update here once a conclusion has been reached.

Kind regards,

Adam

Thanks guru, I appreciate your guys help alot

Greetings all,

We are now discussing the matter internally, thanks so much for your patience and understanding.

Crypto Loko

Thanks for looking into it, greatly appreciated

Thanks alot guys !

Greetings all,

After much delegation we decided to side with the player on this one, the funds left after the withdrawal request had not been touched. Because these funds had not been played we were able to differentiate between the bonus funds and the cash funds available. The thanks above from Deangelo was acknowledgement of the funds being sent and received we believe, he has been paid in full. No problem Deangelo and happy to help.

Best wishes,

Crypto Loko

Thank you for the update, Crypto Loko Casino.

Dear Deangelo,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam Maclean

Casino.Guru