Loco Joker Casino - The player's account got blocked.

It was 15 days sending my personal information and a delay to withdraw my money, today my account was simply deactivated and my money stayed there!

Every time my withdrawal was canceled, they asked for additional information (which could have been requested earlier...) But ok, I sent the information they asked for anyway and hoped that everything went well. The last thing they said was wrong was because I didn't send my Eth wallet address so I did and got an email saying everything was ok.

This casino just deactivated my account and took my money!

I have all the screenshots of each step I took to receive my withdraw... I can prove it with them!

Hello zmistman,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your access until the process is finished.

Looking forward to your answer.

Regards,

Nick

Thank you zmistman for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello zmistman,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. I would like to ask the representatives of Loco Joker to join the conversation in order to help us resolve the issue.

Loco Joker Casino,

Could you explain what inconsistencies were found on zmistman's account, why the account was closed and the balance on the account was withheld?

Hello,

We hope this message finds you well!

Kindly note that the account 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, we are available 24/7.

Kind regards,

LocoJoker

Hello all,

Loco Joker Casino team,

Would you be able to provide us with some supporting evidence of your claims of multiple accounts associated with zmistman's account? Please send the evidence to my email address at tomas@casino.guru

Much appreciated!

Hi Tomas, thanks for the support

I really hope they messed something up because if not, they're just lying!

I don't understand how this casino has a "Good reputation" here...

I did absolutely everything right. I found the casino in recommendations, played the bonus, won and then started my withdrawal process. Not to mention that it is necessary to verify my account. how is it possible that I have made another account? It's unbelievable that only in the final withdrawal process they delete my account... Coincidence?!

Hello all,

I apologize for the late reply. Thanks to the Loco Joker Casino team for the submitted evidence.

Zmistman,

the evidence from the casino shows there is another account where your personal information is used. This includes your name, address, and phone number.

This second account has a similar email address and similar login used.

I've requested additional information from the casino representative, and I'll wait for their reply.

Thanks for the provided proof to the Loco Joker Casino team.

Dear Zmistman,

While it is normal for a casino to have a rule stating one account per household/IP address/player, we feel each case should be considered separately. If the player has multiple accounts and has used them to repeatedly gain bonuses they should only receive once, this is obviously a clear breach of the terms and an unfair advantage.

However, if there is no clear advantage gained by the player and it is conceivable that an honest mistake has been made (for example, the player forgot they registered a long time ago and registered again), we do not think a player should have their winnings confiscated.

The casino has provided evidence that indicates multiple accounts linked to your account by a number of different factors (mentioned in my previous post), while the signup bonus was claimed and played.

Unless there are circumstances I overlooked, I believe the casino's actions were justified in this case.

That's a lie! I have only two emails! And I'm sure that's not what they claim. Could you send me that email that was registered?

Please you guys need this casino to stop scam players.

And another thing... What about my money that I deposited in their account? I won't get the refund at least?

Hello Zmistman,

your personal information was associated with an email similar to the one you provided to us

r*****r26@hotmail.com

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with online casinos in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.