Crypto Loko Casino - Hráčův účet byl uzavřen.

My account is documents verified, they confirmed when I contacted by live chat that my documents were approved, I managed to win from a 88% deposit bonus $1700 . I played only slots. They closed my account not letting me to even contact the live chat again and they don't answer to my email help@cryptoloko.com and documents@cryptoloko.com. Please your help

Dear amnon9292,

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. When did you create your casino account?

Have you received any explanation from the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (if there is any)? Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you very much, amnon9292, for your cooperation. 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 amnon9292,

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.

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

Dear Crypto Loko Casino,

Can you please provide information on why the player's account was closed without processing their withdrawal?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Greetings all,

We are in direct contact with Michal regarding this however the account was deactivated due to multiple accounts in the casino which are directly related, contrary to the terms and conditions of the casino. The necessary documentation is being collected and will be forwarded to the casino.guru team once complete.

Thanks to all for your patience and understanding.

Sincerely,

Crypto Loko

Dear Crypto Loko Casino,

I comprehend that gathering all pertinent information may take time, but could you please update us on any progress or developments?

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.

Greetings all,

Apologies for the delay however we have requested documentation regarding the situation from the requisite department and are still waiting on response from their team, we very much appreciate your patience in the matter.

Best wishes,

Crypto Loko

Hello There

Untill when we need to wait?

I have only one acccount at cryptoloko .

Regards

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.

Greetings all,

Apologies once again for the delay, we have been assured the necessary information will be forwarded shortly at which point we will update the casino.guru team with the findings. Thanks so much for understanding.

Best wishes,

Crypto Loko

Dear amnon9292,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi

I am asking again- untill when we need to wait? I am waitng for casino answer, more then a month!!!

Regards

Greetings all,

As an update we were not satisfied with the provided documentation in terms of the decision to deny the withdrawal and close the account so we have requested they provide further proof to fully satisfy the decision. We do apologize that this is taking some time however it is necessary in order to assure that a correct and fair decision was made.

Thanks again for your patience and understanding.

Best wishes,

Crypto Loko

Hello

I didn't get any request by email, phone or chat to send new documents.

I can send documents if I have them, please give more details.

If the documents were bad as they claim now, why did they approve them at the beginning ? it is obvious they try

here not to pay, first the multiple account story and now the documents story.

Regards

Dear amnon9292,

Quite often, casinos have either their own dedicated security team that is responsible for the Know Your Customer (KYC) and Anti-Money Laundering (AML) checks, or the casinos are cooperating with external specialized companies that provide reports of these checks. If I understand it correctly, the Crypto Loko team is not fully satisfied with the current outcome and has requested additional explanation and proof to ensure the decision to deny the withdrawal and close your account aligns with their terms and conditions. I believe there is no need for any documents to be provided from your side, but you will be informed if anything else is needed in an attempt to resolve your complaint.

Thanks again for your patience and understanding.

Hello

I will wait, thank you.

Greetings amnon9292,

As Michal stated we are not satisfied with the provided documentation on the part of the security team, we desire a fair outcome for all parties and without substantiating evidence on the part of the security department we will be prone to rule in your favour. Your patience is greatly appreciated while we wait for the necessary information to make a fair and fully informed decision. Hopefully this clarifies things.

Best wishes,

Crypto Loko

Hello

Ok. I am waiting

Regards

Much appreciated amnon9292,

As soon as we have complete information we will get back to you and casino.guru.

Best wishes,

Crypto Loko

Hello

I am waiting for your reply.

Regards

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 amnon9292,

Despite my multiple urges and escalating the case to the highest management, it appears the casino team has lost interest in resolving this complaint. Although, according to the casino team, some additional issues with regard to your account arose, we were not furnished with sufficient explanation and evidence to support this statement. Although Nick from the service center was trying to help with this, it eventually got stuck at the Crypto Loko Casino's higher management level, and it's uncertain when or even if at all your withdrawal will be processed. Sadly, as mentioned, my multiple urges were not responded to, so that left us with no other option than to close this complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints might steer things in a positive direction. You will be informed as soon as we receive some updates regarding this complaint. I am sorry we could not be of more help on this occasion.

Since the casino doesn't hold a valid license and doesn't utilize any Alternative Dispute Resolution (ADR) services, there's no gaming authority to approach, leaving us with no further avenues for action. I can only recommend checking the reviews of each casino before you sign up and only playing in established, licensed, and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru