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At first I used multiple free bonuses when I won on one I made a deposit to withdrawal the funds the withdrawal was denied because I used multiple bonuses I didn’t question that but after I made the deposit to withdrawal I only redeemed only bonus an won on it an when I went to withdrawal the $100 cash out from the bonus it was denied saying I used multiple bonuses between deposits but I only used the one an won an they owe me for it

Dear davyallen6,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found (here):

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

Unless stated otherwise, all No Deposit Bonuses are subject to the following Terms and Conditions:

2. Players are not allowed to redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw winnings from the second No Deposit Bonus.

Could you please forward your cashier and bonus histories to petronela.k@casino.guru?

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

Best regards,

Petronela

After I made a deposit I only redeemed one bonus an played it by the rules an won

Plus my first withdrawal really shouldn’t have been rejected either because one of my bonuses was a special bonus to try out the new game but either way after I made a deposit I only redeemed one bonus

Dear davyallen6,

Could you please advise if you played your deposit or if you deposited just to verify your payment method? Thank you.

I actually played the deposit

You can see in the screen shot I sent you that I even clarified with the support that the $13 on my account was bonus free an good to play

I see. Could you please forward the entire cashier bonus? When exactly were your winnings of $100 accumulated and requested for a withdrawal?

I sent the image of my transactions as you can see I made the deposit then was approved for the bonus when I won I cashed out an it was denied they said because I didn’t make a deposit

Thank you for the last screenshot. I can see that the deposit of $13 was placed on 24.2.2022 and coupon EGQA3P was redeemed later. Could you please forward a screenshot of your activity between 24.02.2023 (8:30 pm) and 25.02.2023 (8:55 pm)?

I've seen these two screenshots earlier. Is there any activity between 24.02.2023 at 8:30 pm and 24.02.2023 at 9:18 pm?

Oh sorry no just where I typed the code in wrong the first time..

Thank you very much, davyallen6, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello davyallen6,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Crypto Loko Casino to join the conversation.

Dear Crypto Loko Casino,

Can you please provide more information regarding the player's voided winnings?

Greetings all,

I've reviewed the situation and unfortunately there was quite a bit of free bonus history previous to the free chip win and no deposits, ever up to that point. The account confirmation deposit was received then withdrawn and paid out before the next free chip in line was played and thus the account was not entitled to an additional free bonus. Wish I had better news here.

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

Best wishes,

Nick and Crypto Loko

Thank you for the response and evidence, Nick.

Dear davyallen6,

We have received evidence from Crypto Loko Casino that you have claimed quite a lot of free bonuses without a real money deposit to be eligible for additional free bonuses winnings which is in breach of the casino's bonus T&Cs as mentioned here:

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

2. Players are not allowed to redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw winnings from the second No Deposit Bonus.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal