Crypto Loko Casino - The player's winnings were voided.

I joined this casino a couple months ago and made a couple deposits as well. They have a promo where they give u 8 free spins a day just for being apart of the "Loko familia'. Well I joined the tournament and won first place. Which was 51 dollars and they gave it to me ..I played it and I won 187.00. when I withdrew it, it said manager request and approved for them to take it not me and the lady said because I had redeemed multiple free chips in a row. They don't even have but one free bonus code anyway and for 2 they have it promoted on there to play everyday for a chance to win 50$ everyday. It's bogus and it's wrong for them to do people like that. I will never put my money in there again and I'm gking to keep postong and complaining because they are all apart of that scam crap. It's not cool that people actually think they have a chance and they invite you to tournaments and free daily spins just to take your money right back. Its unbelievable that during these conversations these people actually think it's okay to do that.

Hello millscris76,

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 since when is your account fully verified? Is it possible to 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

Yes , and I spoke with Jessica as I also forwarded you the entire messages. And my acct was fully verified about 2 months ago when I made deposits and also collected in one of my winnings. I messaged them and told them they were wrong for advertising daily free spins for being apart of the "Loko familia" and also wrong for posting congratulations on my win and then taking my money because I was being an active member of the casino. She said that I had claimed multiple free chips and as everyone knows there is only one free chip for this casino and thats with the 105 spins. The others I have claimed came apart of my deposit promotions as well as the daily 8 spins promo that everyone is so siked about and what really draws people to them but it is false advertisement. I deposit a lot and in fact about 400$ between them and the sister companies over the last weeks and I also choose ones with daily spins as rewards or what not. I went to inquire about the tournaments and unbeknownst to me about and hr later I check and I won 51$ and I played it... It was not a part of a bonus or anything. I won 187$, and when I withdrew it, they took it. But I do not mind showing u the detail. Thank you for such a timely response. This is really shedding light on why people always question if these casinos can be trusted and are worthy of their real money.

Ivd emailed you the screenshots , it doesn't show my deposits in the transactions but I screenshot where I made the deposits and they came with 5 days of 105 free spins. Also screenshot where the free spins redeemed where the daily ones that the casino advertises and all it says is that's the daily spins can be redeemed once per day and and max cashout 50$.

Also nowhere does it say that players are only allowed to play in one tournament. They took my money from winning first place and then posted the 20$ for winning third place in another one. Now the lady wants to explain to me that no manager withdrew my money and put it in their pockets, as if I can't comprehend. I asked about the mere facts. The rules state that DEPOSITING players can withdrawal and and they still took my money. Also everyone in each tournament are the same people so I'm so Im wondering now if everyone got there winnings taken away. And who would sit there and schedule time and get excited about " free tournaments" and "prize pools" to not be able to cashout. I kept wondering why I was having money on my extreme casino acct and unbeknownst to me I was automatic enrolled in a tournament bc I deposited three times during that week and they didn't take the money away from me that I won fair and square and also had redeemed the free spins that were apart of my loyalty reward. Just wanted to share that part

As I did before, I went back over the rules. Not once does it say we can't play in more.than one tournament but it does say that the maximum buy ins and re buys are in the tournament entry. and it states about mixing bonuses and stuff but nothing about if you use the free daily spins we go e you for being apart of the team , you can't play in tournaments or cashout your winnings. This is not the same as bonus abuse bc they clearly state otherwise. this picture was the second tournament I won and and it's still sitting on there like they want me to get a kick out of paying my cash prize just to take it because all they throw around is the reserve the right to do whatever they want when they want.

I just spoke with another one of their representatives, and she says that tournament and free chips are treated the same, yet they are in 2 different sections wne their rules do not say that at all. I'm going to keep researching bc people need to really know what casinos pretend to be customer oriented and which ones flip switch as soon as you actually win something. And people like me with temper issues and heart problems don't need to be putting money into any casinos that will say or do anything to avoid a fair payout. And what gets me is it clearly states at sunrise that deposits have to be made between tournaments, i actually one a daily spins and got.paid out almost immediately so I'm really confused on how they are sister companies when they seem to be more like opposites. Anyways, just thought I post the more I find. Thanks for allowing me to. Just like everyone, we all learn something new everyday, but I'm really kind of tired of going over their policies and not finding their words there. So I'm looking forward to what you find out Mr Nick thanks for your time in advance.

Thank you millscris76 for all the information provided so far.

I would like to ask Crypto Loko to join us and help us clarify the situation regarding the player's bonuses.

Thank you very much. I haven't heard from them until after your response. They emailed me but I haven't opened it since this will eventually be a public matter, being that many people are going to be very disappointed when it happened to them, even after fine toothing the terms and conditions. I also had something else I would like to share with you.

Greetings all,

I reviewed the situation and unfortunately there is little I can do to assist. Free tournaments are a hugely popular player benefit, though much like free chips in the respect that they cannot be played consecutively without a cash deposit between sessions. There are specific rules regarding free tournaments listed in the terms and conditions of the casino separate from the rules regarding free chips, among those rules as mentioned is no consecutive free tournaments. They can be played (as we have no way of physically preventing it) but it is for entertainment purposes only and any win resulting is considered non-cashable.

Best wishes,

Nick and Crypto Loko

Thank you very much for your time. I appreciate it. I did okay several, bc I didn't see in the rules that u couldnt. I just think it's crazy that the reason at first was because of the free daily spins, then it was the multiple tournaments, I'm sure if I had played just one it would have been something else goofy. But again thank you very much. And I have a question, is there a such thing as the casinos Messing with the games, like I noticed on a couple ones that everytime I started to win, the reels would lag, freeze up, and sometimes log me out. Not this one, another of I've been playing on. I'm going to just start recording everything.

Greetings millscris76,

I can't speak for all casinos certainly however we don't own or operate the games themselves, these are owned and operated by a 3rd party gaming provider and overseen by an additional 3rd party responsible for assuring gaming fairness. There is no way for us to control game outcome and this would be the case with most casinos as most casinos do not develop their own games. I have seen the symptoms you are speaking of however and it's generally a result of poor internet connection or localized issues with a private device. The games themselves are hosted on a server which can be thousands and thousands of miles from where they are actually being played, not the local device itself. If the internet connection is not stable your device is no longer communicating with the server in which the game is being played and this can cause some inconsistencies between what you are seeing on your device and the reality of the game in play. If you are still having issues on a stable internet connection I would recommend clearing all your cookies and cache and restarting the device. Sometimes a reboot can do wonders.

Best wishes,

Nick and Crypto Loko

Hello millscris76,

We will be now closing the complaint as I believe the situation was fully explained by the casino.

Do not hesitate to contact us if you will come across any other trouble again in the future.

Regards,

Nick