Loco Joker Casino - Player's winnings were voided.

i have been with this casino for a Is it never made a withdrawal previously. I knew they were not going to be accepting Australian After 31 January 2023 so on 30 January I received 25 free spins in my email as you needless to say I regularly deposited funds onto my account with them. I had a big win of $1700 , and played through the wagering requirements well & truly. So I went to ensure all my doc’s had been verified and if courseIs my proof of address missing that after substantial emailing back they finally excepted the bank statement and not government letters as they imply is sufficient( I had my rego renewal from dept if transport wa. So finally they accepted bank statement and all sorted. So I was down to an amount of $1100.00 after cancelling withdrawal a few times so I could keep on playing.

as previously paid on occasion I withdrew to crypto and payment cstatus showed pending .

After 24 hours I sent an email to the security at like the joker asking about my payout as I knew they would not be operational Australia members after the 31st got no reply. I emailed again late on 31 January again querying whether or not they would honour the payout. I did read the terms and conditions again after the fact and then realised as players on different levels , they only like allow about $100 . Anyway I received an email Reply today being 1 February stating my withdrawal was void due to the fact that I had not made a deposit in the last five days prior to having the win. Strangely enough I read through the terms and conditions the free spins or free chips and general terms conditions of the casino and I don’t recall seeing a rule thanks for your payment has to be made five days prior to a withdrawal. Yet of course Now Australia is out of the jurisdiction I am Unable to log back into the site to revisit the terms and conditions. The admin staff My issue is now solved, but I don’t believe this is fair. They have never ever minded taking my money instead we are making deposits so technically they should refund all the deposits I made to their casino they also have listed is that site claiming that they have some of the highest percentages yet I never received one payout in the years as a regular player.

They are scammers and that’s not cool, as said previously, they should refund all my deposits, as if I have your cash in my account as well as spirit I would not have needed posit five days to having a win as I would’ve had more money in my account so that just doesn’t make sense.

Dear sherib072,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I wanted to check the casino's terms and conditions but their webpage is currently down for all locations.

Could you please specify which rule exactly the casino specified you breached?

Thank you in advance for your reply.

Best regards,

Tomas

As per the email I sent through, they said I breached the rules for not making a deposit in the 5 days prior to making a withdrawal

Dear sherib072

Could you please forward the relevant communication between you and the casino to my email at tomas@casino.guru? I'll await your reply.

I have now sent you the email from locojoker regarding their reason my winnings were voided . They said I had not made a deposit within 5 days of claiming a win, they neglect ti mention how I had made numerous deposits previously . And I also know that I recommended that site via refer a friend and when they tried to collect $2000, I believe their account was cancelled and again with someone they had referred who tried to collect $3000 . These people did not use any bonuses so there could be no confusion regarding legitimate claim so it appears that this site is quite a scam .

Copy of email sent to

tomas@casino.guru as requested

I fully understand your frustration, sherib072.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 sherib072,

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 matter.

We would like to invite Loco Joker Casino to join the conversation.

Dear Loco Joker Casino,

Can you please provide more information regarding the player's voided winnings? As your webpage is currently under construction, we're not able to access your casino's terms and conditions, can you please specify which rules were breached and provide sufficient evidence to support this as well? The evidence can be sent to me at michal.k@casino.guru

Hello sherib072,

I'm sorry we were not able to help you with this one. ​At ​the moment we are in between transition of white label providers. Unfortunately our white label provider has shut down. Sadly, given the time restrictions, we are unable to move the brands to a new white label provider right away, which is why we cannot suggest more to help you out right now. 

We deeply apologies for the inconvenience caused to you.

Dear Loco Joker Casino,

We understand that this process is difficult, but you should have informed all your players about the coming changes well in advance and notified them to submit their withdrawal requests in advance as well and ideally not allow them to do any further deposits to their casino account when their country won't be supported/allowed anymore.

If you have suspected the player of breaching any of your rules, please forward evidence about this to my email michal.k@casino.guru, and please point out the corresponding terms which were breached.

Thank you for your continued assistance. Please note that they sent me 25 free spins on the 30th or31st of the month ( last day) before closing to australia. I am not trying to scam them , but I would like what I believe ti be rightfully mine, as my entire life I have rolled over and let people walk all over me, and I think this was the last straw. I am a support worker with aged and disability, I am a good person doing it really hard like everyone else, I wouldn’t take anything that I was not entitled to but when I won this money, okayed through the wager I was so excited as this could really help me in my financial situation. I actually won

$ 2800 , but had in the back of my mind that they wouldn’t pay out as per the 2 x friend requests that both lost over $2000 each when locojoker blocked their accounts after voiding third winnings. These people did not even use any bonuses on their accounts ti avoid issues like this. So I had a feeling they would find some reason not to payout so I just kept playing the money down.

bye the war, some of the funds used may have been the 10% of the referrals deposits as well .

sheri

Good afternoon Michael,

just a fact I remembered the other day which is probably no help, but on the 30th jan, I had to verify a document which funnily enough was my address document, which was verified on the day. So they verified my document knowing I was from australia and had a pending withdrawal. It doesn’t really make any sense. To shut down the site to Australia the next day.

regards Sheri

Dear sherib072,

We are sorry to hear about your situation. However, all the operations were completely handled by the white label provider and since it has shut down, we cannot check anything further on this. 

Kindly accept our sincere apologies. 

Dear Loco Joker Casino,

We understand that this situation is quite unusual, but you should have been able to access the player's account information, game log, and other documents as well as all the information about the withdrawal. If the KYC process was done successfully and the conditions for payout were not breached then the player should be paid out regardless of the current situation. We don't think that the "old" white label provider has disappeared just like that within an hour. There has to be evidence saved somewhere in the system. If the player was accused of breaching something you should have to provide evidence of this.

We are sorry but the current reasoning from you is not in alliance with what we think would be a fair approach. What can be done from your side to help to clarify this situation?

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.

Dear sherib072,

As can be seen, I have tried to contact the casino repeatedly and explained our position in this situation but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reasonably react with some solution we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal