Crypto Loko Casino - プレイヤーの出金が遅れている。

Hello, I have deposited and withdrawn several times from this casino and have been very satisfied overall. But this time my withdrawal was refused and it says that it was withdrawn by the manager which can be seen in the picture I will attach. The problem is that I have no contact with them to explain to me what is the problem with the withdrawal and why it is delayed... Live Chat is not working and E-mail is also not possible to contact them.

Здравейте, няколко пъти съм депозирал и теглил от това казино и съм бил много доволен като цяло. Но този път тегленето ми беше отказано и пише че е изтеглено от мениджърът което се вижда на снимката която ще прикача. Проблемът е че нямам никаква връзка с тях да ми обяснят какъв е проблемът с тегленето и защо се забавя... Live Chat не работи и E-mail също не е възможна никаква връзка с тях.

Dear nqmatakav,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My account is verified and usually the withdrawals are very fast up to 1-2 days but this time as you can see in the picture it says that it was declined and it was withdrawn again by the manager and then it was accepted. But I have not received anything and I have no connection with them.

Акаунтът ми е верифициран и обикновенно тегленията са много бързи до, 1-2 дни, но този път както се вижда на снимката пише, че е отказано и е изтеглено наново от мениджъра и тогава е прието. Но аз несъм получил нищо и нямам никаква връзка с тях.

Dear nqmatakav,

Have you received your withdrawal from the casino yet?

I haven't received anything yet from the casino neither the funds nor a response from them.

Не съм получил нищо все още от казиното нито средствата , нито отговор от тях.

Thank you for your reply, nqmatakav. Could you please advise when exactly you made your last successful withdrawal? Did you use the same withdrawal method in the past?

Have you accumulated your winnings with or without an active bonus?

My last withdrawal was about a month ago, I can't verify the exact date, but I have made 3 withdrawals and 3 deposits on the site from the same method, which is BTC crypto wallet from the same address as always and I have had no problem. About the bonus, it's all wagered according to the rules and then I've requested the withdrawal, otherwise it won't even let me request a withdrawal.

Thank you very much, nqmatakav, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi nqmatakav,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Crypto Loko Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the withdrawal requests were canceled?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Greetings all,

We had the opportunity to review the situation for you nqmatakav and the win and withdrawal request were the product of multiple consecutive free chips without a subsequent cash deposit. The vast majority of our free bonuses (unless otherwise specified) require a cash deposit separating them from the next free bonus in order to be valid for withdrawal, in this case that is the reason for your withdrawal being denied. A bit more clarity, a "Manager Withdrawal" is (most often non-cashable) money being removed from the closed system which can only be done at a managerial level, thus the name. We hope this clarifies things.

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

Best wishes,

Crypto Loko

Hello Crypto Loko Casino, Thank you for your quick reply ! Does this mean that if I make an deposit now I will be able to withdraw my winnings?

Dear nqmatakav,

Unfortunately, based on the information from the casino representative, you haven't fulfilled the conditions to be eligible to receive the winnings from the free chips, since it is necessary to make real money deposits between claiming the coupons, please check the casino's Terms&Conditions:

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

2. Players are not allowed to redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw winnings from the second No Deposit Bonus.

15. The player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

I understand that this is not a satisfying solution for you, but the vast majority of online casinos have a rule like this prohibiting players from claiming free bonuses without a deposit in between. Unfortunately, in a case like this, the casino can confiscate your winnings and it is in compliance with their bonus terms.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Natalia