Crypto Loko Casino - プレイヤーのアカウントがブロックされました。

I learned about this casino after receiving a $105 free chip from one of their sister casinos via email. I made a $50 deposit using Crypto and won some money. So I requested to withdraw my winnings, sent in my verification documents and checked with their customer service reps thru the 24/7 live chat to make sure I completed all the requirements. The next day I tried logging into my account and was unable to access the website. I even tried deleting cookies and clearing cache to no avail.

Barely 48 hours after requesting to withdraw my winnings and having trouble logging into my account at Crypto Loko,  I received an email from Crypto Loko stating that my "casino access has been revoked" without any explanation. I did not violate their T&C’s and I fulfilled every requirement to win and withdraw that money. 

Dear Ngg360,

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. Could you please advise if you have received any confirmation regarding successful verification?

Do I understand correctly that you have not received any clear explanation regarding this situation? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. 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

No, I didn’t receive confirmation of successful verification. Instead I received an auto-reply email containing a case number that I provided a screenshot of in previous message. And yes, I did not receive any explanation as to why my account was closed nor did I receive a response after inquiring about it. I will forward our all of my communications with them to you via email considering there hasn’t been much correspondence at all.

Thank you very much, Ngg360, 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.  

I appreciate your time and efforts in working on my case. I will go ahead and reach out to Michal at the email that you have provided. Thanks again and happy new year!

Hello Ngg360,

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 was the player's account blocked?

Thank you so much!

I know for a fact that I did not violate their T&C’s and they had absolutely no reason to ban me or withhold the $600+ I won after depositing via Bitcoin.

I hope you can get to the bottom of this and can hold them accountable for their sketchy, fraudulent and dishonest business practice.

Dear Ngg360,

Are you the only person in your household that played or plays in Crypto Loko Casino? What devices are you using to play in the casino?

Yes I am, as I live alone. And I use an iPhone primarily, but sometimes I use my iPad or MacBook.

Dear Ngg360,

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

What evidence was gathered that proves a breach to their T&C’s? Similar to Crypto Loko, you also haven’t provided a clear explanation.

Dear Ngg360,

More users have registered with the same or very similar details like address, phone number, 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