Crypto Loko Casino - Hráčův účet byl zablokován.

I received a bonus of €105 through email advertising last week, which I accepted. After I had actually played the sum of over 3000, I was up €650. Due to the conditions of the payout amount, 442ca were then canceled and I was left with 109€, which I had been able to pay out. However, I continued to play and won the jackpot in the slot: wild fire 7. It amounted to 1249€ and I therefore had a balance of 1400€

First I did my kyc and it was successfully confirmed, then I was asked to enter my Bitcoin account, which I did. I handed in 1300 for payment, they were processed immediately and I played with the remaining 100. The following day I wanted to check the status because I didn't even get an email, but I was entered in the current winners list. I didn't get into the account all day, which eventually led to the same complaints that I'm submitting now .I wrote to the casino to get clarification and it confirmed the suspicion that they closed my account. There's no real justification, except that they are allowed to "ensure company capital" and to bring that in connection with fairness is really so bold. I have written to the casino several times, but they refuse to pay out my winnings and even claim that I have no credit on the account. Of course, I don't have it anymore, because at the moment of the payment request, it's no longer available on the account. I was able to use and play all of this and check the status for a few hours until I was wordlessly blocked without any real reason or violation.

Ich habe vergangene Woche durch Email Werbung einen Bonus erhalten von 105€ welchen ich annahm. Nachdem ich tatsächlich die Summe von über 3000 umspielt hatte, war ich mit 650€ im plus. Durch die die bedingungen der Auszahlungssumme wurden dann 442ca storniert und mir blieben 109€,dir ich hatte auszahlen können.ich spielte jedoch weiter und gewann den Jackpot im Slot : wild fire 7. Er betrug 1249€ ca und ich hattesomit ein Guthaben von 1400€

Zunächst hab ich dann meine kyc gemacht und wurde erfolgreich bestätigt,dann sollte ich mein Bitcoin Konto angeben,was ich auch tat. 1300 hab ich zur Auszahlung eingereicht,die waren sofort in Bearbeitung und mit den restlichen 100 hab ich gespielt. Am folge Tag wollte nach dem Status sehen,da ich nicht Mal ne Mail erhalten hab,aber in der aktuellen Gewinner Auflistung war ich eingetragen.ich kam den ganzen Tag nicht ins Konto worauf ich dann irgendwann zu den gleichen Beschwerden kam,welche ich jetzt einreiche.ich schrieb das Casino an um Klärung zu erhalten und es bestätigte sich der Verdacht,das die mein Konto geschlossen haben . Begründung gibt's keine richtige,außer das sie das dürfen um " Unternehmenskapital sicher zu stellen" und das auch noch in Verbindung mit Fairness zu bringen,ist echt so dreist. Ich habe mehrfach mit dem Casino geschrieben, jedoch weigern die sich mein Gewinn auszuzahlen und behaupten sogar, ich habe kein Guthaben auf dem Account. Natürlich habe ich das nicht mehr,da ja in dem Moment des auszahlungsantrags,es nicht mehr auf dem Account uzu Verfügung steht. Einige Stunden konnte ich das alles noch nutzen und spielen sowie den Status checken,bis ich wortlos ohne tatsächlichen Grund oder Verstoß geblockt wurde.

Dear famdianamader,

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. Have you made any successful withdrawals before? Could you please advise if you passed the KYC verification before the casino blocked your account?

Do I understand correctly that you have not received any clear explanation from the casino regarding this situation?

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

Hello and thank you for your support. No, I didn't have a payout beforehand and yes, I successfully passed the kyc. I was able to start the payout and continue playing. Only after I wanted to check a few hours later, nothing worked anymore. I have not received any explanation other than this one (copied text of the email).I am happy to send you the entire history of my conversation with the casino. The answer stays the same every time.

Hello ! Hope you are doing well and having a nice day!

This is Jessica Sosa from Cryptoloko Casino!

Thank you for the information, we regret to inform you that your casino access has been revoked. The decision is, unfortunately, irreversible. Any casino account can be closed solely at our discretion as part of our policies to ensure game fairness, the safekeeping of company assets, and our third-party payment service providers.

We appreciate every piece of information you can provide us so we can provide you a better service and a more pleasant experience.

Thank you for playing at Cryptoloko Casino, we appreciate your loyalty, happy holidays and good luck!

Regards

jessica sosa

Customer support department.

Hallo und vielen Dank für eure Unterstützung. Nein ich hatte vorher keine Auszahlung und ja,ich hab die kyc erfolgreich bestanden.konnte ja die Auszahlung auch in Gang bringen und noch weiter spielen. Erst nachdem ich einige Stunden später nachschauen wollte,ging nix mehr. Ich habe keine Erklärung erhalten,außer diese hier ( kopierter Text der Mail) .ich schicke euch gerrn den gesamten Verlauf meiner Unterhaltung mit dem Casino. Die Antwort bleibt jedes Mal gleich.

Hello ! Hope you are doing well and having a nice day! 

This is Jessica Sosa from Cryptoloko Casino!

Thank you for the information, we regret to inform you that your casino access has been revoked. The decision is, unfortunately, irreversible. Any casino account can be closed solely at our discretion as part of our policies to ensure game fairness, the safekeeping of company assets, and our third-party payment service providers.

We appreciate every piece of information you can provide us so we can provide you a better service and a more pleasant experience. 

Thank you for playing at Cryptoloko Casino, we appreciate your loyalty, happy holidays and good luck!

Regards

Jessica Sosa

Customer Support department.

Thank you very much, famdianamader, 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 Kristina and thank you for your support. I don't know if it has a special meaning that you are forwarding the case to someone else, but I wish you a happy 2023. How will it continue and can such a xxx???Casinoxxx even be made by your guests/ Customers and portals, how to impress Casino Guru? When I look at the number of complaints for this casino alone, it seems to me that the operators just rake in money quickly and their bad reputation, which... goes by. Well, I'm excited to see how it goes! Greeting Diana

Hallo Kristina und vielen Dank für Ihre Unterstützung. Ich weiß zwar nicht,ob es eine besondere Bedeutung hat, das sie den Fall an jemand anderes weiter leiten,aber ich wünsche Ihnen ein glückliches 2023. Wie wird es weiter gehen und läßt sich so ein xxx???Casinoxxx überhaupt von ihren Gästen/Kunden und Portalen,wie Casino Guru beeindrucken? Wenn ich mir die Anzahl der Beschwerden alleine für dieses Casino ansehe,scheint mir eher,das die Betreiber nur schnell gelder kassieren und ihren ein schlechter Ruf, am ...vorbei geht. Naja,ich bin gespannt ,wie es weiter geht! Gruß Diana

Hello famdianamader,

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 blocked account?

Hi Michael.

Thank you, that's a good way and I hope the casino will take action. Greeting Diana

Hi Michal.

Vielen Dank, das ist ein guter Weg und ich hoffe, das Casino wird Stellung nehmen. Gruß Diana

Greetings all,

I have reviewed the situation and the funds in play at the time of the win were from a free welcome chip with a maximum withdrawable amount of $105. When a player meets the playthrough requirement on most types of free chips they experience what is known as a "coupon reversal", this is when the system removes all funds except the withdrawable amount in preparation for payout.

However, our security team located a number of accounts connected to this player account created using varying account details. According to the terms and conditions of the casino only one casino account is allowed per player or household. Based on this the casino has zeroed the balance and deactivated all related accounts.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Crypto Loko

That is 100% wrong!!! I played at this casino for the first time and only with a login. Since I have very little idea about crypto casinos so far, it can be much less because this casino is also new.

It is correct that I played with the bonus of $105 and after playing through the entire rest of my earned money remained except for the 105 mentioned. .!!!

Now I've continued to spit with my money, which I was able to pay out!! I won and was also included in the daily listing of current winners. Did the kyc and continued to play for hours. There is no second account, that's not true! And why is it now presented in this way and when I asked the casino several times, that was never given as a reason.

Das stimmt 100% nicht !!! Ich hab in diesem Casino zum ersten Mal gespielt und auch nur mit einem Login. Da ich bisher sehr wenig Ahnung von Crypto Casinos habe, kann es ich viel weniger sein,da dieses Casino auch neu ist.

Richtig ist das ich mit dem Bonus von 105$ spielte und nach durchspielung der gesamte Rest meines erspielten , bis auf die genannte 105 blieben. .!!!

Nun hab ich weiter gespit mit meinem Geld,was ich also auszahlen hatte können!! Ich habe gewonnen und bin auch bei der tages Listing der aktuellen Gewinner aufgelistet gewesen. Habe die kyc erledigt und auch noch stundenlang weiter gespielt. Es gibt kein 2. Account,das ist nicht wahr! Und warum wird das jetzt hier so dargestellt und auf mein mehrfaches fragen mit dem Casino,würde kein Mal das als Grund genannt.

This is just one of my requests and each time I received the same reply.

What is fair please? That they lure customers and make promises and then treat them in such an unfair way.?? How many hours does it take to clear the wagering requirements and then get erased to $105. That too is accepted. But they don't accept that I won't get my hard-earned $105 but risk leaving it with them. Forbidden to win?! That's unfair

Das ist nur eine meiner Anfragen und jedesmal erhielt ich die gleiche antworten.

Was ist denn bitte fair? Das sie Kunden locken und versprechen mache und dann auf solch unfaire Art zur behandeln.?? Wie viel Stunden braucht es un die Umsatzbedingungen zu überwinden und dann auch noch radiert zu werden auf 105$. Auch das wird akzeptiert. Aber sie akzeptieren dann nicht, das mir meinen schwer erspielten 105 $ ich das Geld nicht runter hole sondern riskieren,diese auch bei ihnen zu lassen. Gewinnen verboten?! Das ist unfair

Dear famdianamader,

We have received sufficient evidence from Crypto Loko Casino of breaching the casino rules, so sadly we have to agree with the casino's decision of banning your account. Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal

Can I see that too?

Kann ich das vielleicht auch Mal sehen?

Dear famdianamader,

We have received sufficient evidence from Crypto Loko Casino that more users have registered with the same or very similar details like email address, date of birth, name, IP address as you which is in breach of Crypto Loko Casino's terms and conditions.

4. Only one real account per player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be canceled.

12. Crypto Loko Casino reserves the right to void any winnings and confiscate any balance in your casino account in any circumstances that we deem to be going against these terms and conditions, including:

a. If there is evidence to suggest that you have more than one active account at Crypto Loko Casino.

ADDITIONAL TERMS APPLICABLE TO ALL BONUSES

1. Only players who have registered a Real Money Account are eligible to receive Promotions. Only one Real Money Account per player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any bonuses or winnings, and all withdrawals will be canceled.

2. Each promotional offer is available only once per person, family, household address, email address, phone number and environments where computers are shared (university, fraternity, school, public library, workplace, etc.).

When you created your casino account, you agreed with the casino's terms and conditions.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

If you feel you want to take this complaint further, you can use the Central Dispute System (CDS) and submit a complaint there. CDS is a third party dispute system established by RTG to settle player disputes.

Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal