Crypto Loko Casino - Hráč se snaží dokončit ověření účtu.

I received an email from this site to join and get free 105 no deposit bonus with wagering requirement. I was able to complete the wager requirement but when I was going to use the live chat that says 24/7 live, it is not working so I decided to email them to ublock me on live chat for an easy conversation to ask how to verify my account but did not receive any reply. I have all the screenshots evidence.

Dear arcee127,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Do I understand correctly that you have accumulated your winnings with a No Deposit bonus?

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

How am I going to verify my account if they blocked me on live chat and email? I eill attach some screenshots. And if someone can please provide me an alternative email of them for account verification. Thanks

I have found the following email address help@cryptoloko.com. Could you please try to contact the casino there? Additionally, do I understand correctly that you have accumulated your winnings with a No Deposit bonus?

Yes, won them from free chip no deposit sign up bonus. Been in contact with them since yesterday. So let’s see how this verification goes. Thanks.

Hello arcee127,

Have there been any developments since our last conversation, please? 

No

Thank you very much, arcee127, 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 arcee127,

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

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

Dear Crypto Loko Casino,

Can you please provide some information regarding the player's verification delay?

Greetings all,

I have reviewed the situation and can confirm that payment was made on the 5th of January and has been verified in Blockchain Explorer.

Best wishes,

Nick and Crypto Loko

Dear arcee127,

As per the response from Nick, you should receive your winnings soon if they have not already been received, either way, please let me know when you receive them.

Yup. Been paid. Thanks!

Great news, arcee127. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal