Loco Joker Casino - The player's winnings were voided.

Voided all my winnings saying I was abusing bonuses and I wasn't a recreational player they have a promotion if you deposit 25 50 or 75 you open a chest which is not a deposit bonus so I opened a chest and won 1000 cash prize and they have not honoured any payout

Hello grantgodbee86,

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 if your account is already verified and is yes, since when exactly? How much did you deposit into the casino? Did you receive back your deposit? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi I have deposited a couple hundred into casino all documents verified and never played with bonus money always cash the only bonus I got was the rewards for depositing

I never received anything back at all they just dismissed my chat

Hello grantgodbee86,

Did the casino specifically mention which term did you breach?

Also, you complaint will be now forwarded to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

This is the cash prize I won and the bonus for making a deposit which is clearly there promotion

This is what they wrote to me

Hello grantgodbee86,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Loco Joker Casino to join the conversation and participate in the resolution of this complaint.

Dear Loco Joker Casino,

Can you please clarify the reason for voiding the player's winnings?

Kind regards,

Adam

They said I wasn't a recreational player

Hello,

We hope this message finds you well!

Kindly note that the account in question has been labeled as a bonus abuser, as per our Terms and Conditions item 2.5.7. Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. If an account is confirmed to fall under the Bonus Abuse category, we reserve the right to void all winnings generated on the account. 

Examples of bonus or promotion abuse, but are not limited to:

- claiming free bonuses that exceed a 3:1 bonus to deposit ratio (free bonuses include but are not limited to Free Spins, Calendar bonuses, Scratch Card bonuses, Tournament prizes, Race prizes, Mailer bonuses, Goodwill bonuses awarded by account managers, etc.)

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

Kind regards,

LocoJoker

Hello LocoJoker Casino,

Thank you for your response. Could I ask you to provide supporting evidence of this, please? It can be sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear grantgodbee86,

There has been no further response from the casino. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Loco Joker 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Ok thanks for your help there a questionable casino I have played many sites and this is the first problem I have come across

Dear grantgodbee86,

I have now received evidence from the casino suggesting your use of more than 30 free bonuses since you registered. I am still awaiting more information, but can you please confirm if this could be the case?

Kind regards,

Adam

They had a promotion where if you deposited you open chest for 7 days I made several deposits and claimed the chest as advertised which mostly were just free spins I can upload a picture of exact promotion

As you can see I was making multiple deposits and receiving the top chest while opening daily chest which is clearly stated in there promotion and 30 bonuses would mean I was making weekly deposits

Hello grantgodbee86,

Thank you for the additional information. I am still awaiting a further response from the casino. The rule mentioned states that it is against the terms to claim multiple free bonuses in a row, but if you have to make a deposit in order to access these bonuses, I do not understand how this rule applies.

We would like to ask Loco Joker 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Dear Loco Joker Casino,

Can you please offer some insight into this?

Kind regards,

Adam

Thanks for your time I was confused aswell I would deposit upto 75 and get 3 chest to open then 1 chest daily I made multiple deposits and have always understood when playing between bonus money and cash

Hello grantgodbee86,

I am still discussing this case with the casino via e-mail, so I will extend the timer and post an update here shortly.

Kind regards,

Adam

Dear grantgodbee86,

There has been no further response from the casino. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Loco Joker 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Kind regards,

Adam

Dear grantgodbee86,

I have now contacted the casino via Skype, and in the hopes of finding a resolution, I will extend the timer one more time.

Kind regards,

Adam

Dear grantgodbee86,

More time and information is needed to ensure this case is concluded in a fair manner, so I will extend the timer again. Thank you for your continued patience, I will have an update for you very shortly.

Kind regards,

Adam

Thank you I hope it gets resolved no other casinos have been this difficult and transparent

Hello grantgodbee86,

I have clarified exactly how the promotion in question works with the casino and unfortunately, we have been unable to reach an agreement regarding this case.

In our opinion, due to the way that the bonus is promoted it is not very clear to players if the bonuses are deposit related or not, and we feel that if a player is not eligible to accept further bonuses they should not be provided with them. Additionally, the term that has been breached is not listed in the bonus terms and conditions, and can only be found under the general terms and conditions of the site.

For these reasons, the complaint will now be closed as 'unresolved'. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is no regulator to turn to.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may help to change the casino's approach. I wish I could have been of more help.

Best regards,

Adam