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I won $400 and withdrew it. After they sent me a bonus which I played off. I then cancelled the withdraw to bet again and when I tried to cash it back out they said it was part of the bonus. I have screenshots proving otherwise. When I complained they said to try again and then 5 days later they closed my account. Please help.

Dear brianjcobbett,

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 what bonus you received from the casino? Have you completed the bonus wagering and then instead of withdrawing your winnings you cancelled the withdrawal and continued playing?

If there’s any relevant communication, please forward it along with any supporting evidence to petronela.k@casino.guru.

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

It was a $75 chip and yes I played all of it off so I had no balance and then cancelled the withdraw that I previously had before the bonus.

It was still pending so instead of making a deposit I figured I would cancel the withdrawal and use $20 of it

I do apologize, but it's a bit confusing. Could you please clarify? Do I understand correctly that your Free Chip of $75 was lost and then you cancelled your pending withdrawal of $400 and continued playing? Were those winnings of $400 accumulated with or without an active bonus, please?

Yes that's correct. The pending withdrawal was $400 accumulated without an active bonus. I was never able to play it after cancelling as I immediately tried to cash back out $380 and leave $20 in to play. When I was unable to do so I gambled nothing and immediately alerted customer service of the situation.

As you can see, the withdrawal request is made almost 4 hours before the bonus

Then at the end they told me to attempt the withdrawal again and 5 days later my account was blocked

Thank you very much, brianjcobbett, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi brianjcobbett,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Crypto Loko Casino to the conversation to participate in the resolution of this complaint.

Thank you

Greetings all,

We have two separate issues here. The first is actually an error on the part of the casino and it is currently being corrected, you were indeed eligible to withdraw $400. The secondary issue and the reason the payment wasn't finalized is the account needed to be deactivated. We have a rather large security network and one of the casinos within our security network informed us that you have admitted to having issues controlling your playing brianjcobbett and had opted out of the casino for that reason. Responsible gaming is something we take very seriously and for this reason your Crypto Loko account was deactivated. We do apologize however, the payment should still have gone through on your behalf. We will do what we can do assist in this respect however we cannot in good conscience allow you to keep your account open, we hope you understand.

Best wishes,

Crypto Loko

That's fine. All I want is the $400

Hi all,

Thank you for your replies.

Dear brianjcobbett,

Please let me know when you receive your funds.

I will and thank you for rectifying the situation. How long does it normally take?

I just got it. Thank you. And thank you Casino Guru for all your help!!

Greetings brianjcobbett,

Happy to help. Thank you for the confirmation of delivery and all our best to you.

Crypto Loko

Hi all,

Thank you for your replies.

Dear brianjcobbett,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter