Loco Joker Casino - Player’s account has been blocked.

Hello,

I made a firts deposit here 07/08/2022. I won up to 232 euro and had 106 euro that was withdrawable.

Then i sent in documents for vertification and got this email from them:

Hello,

Thank you for contacting us.

We have reviewed your account and wish to inform you it was closed due to several inconsistencies found on it. Kindly note this decision is irrevocable.

We wish you the best of luck in the future.

Please help me with this.

Dear Hansenbos,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus?

If there’s any relevant communication, please forward it 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

Hello,

I dont remember when i registered the account ( I am blocked from the site )

But its the first deposit.

I have not completed the verification, its was when i sent documents for verification i got an email back from security that my account was locked.

I have only played slots, and just a couple of them before i won and had 106 euro that was withdrawable.

Deposit with a bonus.

I will send you an email with screeshots.

Anders

Thank you very much, Hansenbos, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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 Hansenboss,

I will assist you with the complaint from now on. I would like to ask the representative of Loco Joker Casino to join the conversation in order to help us resolve the issue.

Loco Joker Casino,

Could you please provide an explanation on why Hansenboss's account was blocked and the balance confiscated?

Hi, It seems they won't answer. Sad! This is really a scam.

As there are several similar situations when I searched for "Loco Joker" on google.

Players who win will have their account closed

and no description of why. I want to know what constitutes the reputation of a casino. As I feel that I have been tricked into a very bad casino. And why do other sites give this casino a bad reputation.

I have sent proof that this is a total scam and that this site should not have "Good reputation"

Hello Hansenboss,

Thanks for providing us with additional information. Please note we allow casinos up to 14 days to react before we stop resolving the case.

Hello,

We hope this message finds you well!

Apologies for delayed reply.

Kindly note that the account in question has raised some risk flags from our Security department. However, we would like to offer the player the opportunity to validate their account. Our Security department has reached out to the player to request some additional documents in order to verify their identity. Should the documents be received and approved, we will reopen the account on the spot.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

LocoJoker Casino

Thanks to LocoJoker Casino for the reply and positive news.

Dear Hansenboss,

Make sure to let us know about the result of your additional verification. Much appreciated!

Hello,

I have not got anny email from Loco Joker. Still waiting for that!

Dear Hansenboss,

does the issue persist?

You still haven't received the request from the casino's security department? Please, let us know.

Hey, Thanks for following up on this case! I have not received any email from Loco Joker. They write that they are available 24/7 is not true. As I cannot contact them on chat as I am blocked from the site. I have sent an email to support@locojoker.com and security@locojoker.com with no response.

Thanks for the reply.

Loco Joker Casino,

In order to ensure the information is delivered, could you please share with us what exactly you require? Alternatively, please request the information by including me in the copy of your email.

Hello,

We hope this message finds you well!

Kindly note that the email was sent from security@locojoker.com on the 12th of August to the address registered on the account, and as a reply to a previous ticket opened from that same email address. We have not received any additional emails to either support or security addresses.

We have also sent a new email today in the hopes that it reaches the inbox.

We would suggest checking the spam folder to make sure our email did not end up there.

Kind regards,

LocoJoker

Hi, I have sent the documents you requested. This was done on 17/08 at 13.49. I have not received any more emails from you (not spam either) What is the status here?

Update:

I have now acsess to my account.

But i am still not vertified.

I have sent all documents, so it should not be a problem?

Hello Hansenboss,

Have you been informed whether your account has been verified yet? Please, let us know.

Hello Tomas! My account is now vertified. I made a withdrawal 21/08. So i would like you not to close this complain before withdrawal is done. I will update you.

Anders

Thanks for letting me know, Hansenboss.

That's good news! I will keep the complaint open until you confirm you received your winnings.

Hello,

I got this email today, 2 days after i made an withdrawal. Is this a joke?

I would like to get an answer here, how can i casino keep doing this?

They trying all the can to not pay players.

Oliver Wed, 08/24/22 1:31 pm  Hello,

Thank you for the reply.

We would like to inform you that your account has been permanently closed, based on our recent findings:

"2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Locojoker has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Locojoker may block regular or tournament play and/or prize distribution.

2.1.13. You are only allowed to have one Account per household, per address, per computer and per IP address. If more than one person in Your household has an Account You risk any winnings being void and being banned from the Casino"

A refund will be issued for your initial deposit, which will be processed in a maximum of 24 hours.

Best regards.

Tomas! I have now sent you all of the emails i got from them.

1; First they banned me.

2; They open the account again after my complain here

3; I made an withdrawal,

4; They banned me agian.

What a nice casino!

Anders

Hello all,

What an upset. Thanks for letting me know.

Loco Joker Casino,

Could you explain what circumstances let you conclude Hansenboss opened multiple accounts and the situation warrants having the winnings confiscated?

It seems that they not want to answer why they are trying to cheat out of payment. Casinoguru has followed the case and seen all of the screenshots and emails i have sent. I expect that Loco Joker's reputation will be significantly weakened after this. That a "professional" casino can go on like this and not answer for itself is absolutely incredible to me. They should never have been promoted on this site!!!!

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’.

Hello,

We hope this message finds you well!

Upon further investigation of the account, we have found that the user is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Loco Joker has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Loco Joker may block regular or tournament play and/or prize distribution.

Should you require any additional help or information, please do not hesitate to contact us.

Hi, This is not true! I have ONLY created 1 user and deposit 1 time. I won 106 euros after my first deposit and then submitted documents for verification. I was then informed that my account had been blocked. After I created a complaint here and sent a picture of me holding my document, the account was opened again. So maybe that's why it says 2 users? I would like proof that I have opened 2 users. What email is the other user registered to?

Hey, what kind of nonsense is this. I have never seen or used this email. Then I would like proof that this e-mail was created from my IP address, with my name, address and phone number. I have NEVER used this email or created a user number 2.

I would also like to know what license you operate with. I will open a case on this. The fact that a casino can make up fantasy stories to avoid paying players is completely crazy.

Hello all,

Thanks for the reply. We would like to ask the casino for proof you have regarding the multiple accounts and how they are related to Hansenboss.

Loco Joker Casino,

Please explain your reasoning and send proof of the multiple accounts to my email address at tomas@casino.guru Much appreciated!

Hi Thomas.

Is there any update on this complaint.

Have you received proof from Loco? I would like you to help me find license that Loco uses and contact information for them.

As I want to take this further

Anders

Hello Hansenboss,

I have received proof of multiple accounts from the casino yesterday. The accounts are set up using the same personal information details.

From our point of view, the rules casinos have in place regarding multiple accounts are there to protect them from bonus abusers.

We've requested some additional information regarding your case and are awaiting a reply from the casino.

Hi,

Thanks for reply.

As I have said before, I have never created a user number 2. Why would I do that?

When I have only deposited 1 time and used the bonus 1 time.

I would like to look at the evidence they sent you.

Hello,

Still waiting for a update.

Annything ?

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’.

Hi,

Thanks for your reply Tomas! Does this mean that Loco has not provided proof that I have created 2 users?

I still want to see the evidence they have presented.

Anders

Hello Thomas,

We had sent an email with requested evidence on the email addrress tomas@casino.guru. The links between accounts are made via the profile information, specifically the first and last names, address, as well as the mobile number registered on the accounts.

We had a follow up question asking for the type of bonus used and the answer is same as our reply in email- both accounts claimed the same Sign up offer.

Please let us know if you require anything else.

Hello,

So what you are saying is that I have used the no deposit 25 free spins offer twice from 2 different accounts? And that I have used the same name, address, mobile number but a different email address for sign up?

When you register on their site, the mobile number must be validated.

How is it then possible that I have used the same number?

As I have said before and as I still stand by, I have NEVER created a user number 2.

The fact that you still stand by this is absolutely incredible.

Anders

Hello all,

I apologize for the confusion, made by the automated message.

Loco Joker Casino,

At this time we don't require any additional information.

Dear Hansenboss,

Based on the provided evidence there is not much we can do for you. If you create multiple accounts with the same phone number and other personal details and benefit from bonuses on both accounts, there is no ground for us to argue in your favor.

Unfortunately, we are forced to reject your complaint as a result of evidence provided by the casino earlier. There is no licensing authority the casino operates, so there is no licensor I can recommend you to contact if you wish to pursue this issue further.

Thank you for using the Casino Guru complaint resolution center. Even though we couldn’t help you with your problem this time, don’t hesitate to contact us if you run into any other issues with other online casinos in the future.