Loki Casino - A desistência do jogador está atrasada.

Hi casinoguru,

Loki just doesn’t want to pay even 30€!! I have been a member since years, deposited and withdrawn before (see screenshots attached!). I took a non deposit promotion this time which they launch off and on in their social media channels, completed the wagering requireents and wanted to withdraw this tiny sum of 30,85€.

On the other hand, they claim I haven’t deposited there which is a false claim.

Looking to ypur mediation and my withdrawal!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Loki Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player account accessible to you? Can you log in?
• Is your player's account verified?
• Could you please share information about the bonus you activated on your account?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Yes, my account is accessible and I am a verified member. Regarding the bonus I received, it was a 10€ promo code launched on their official site on Telegram. I wagered 400€ until I made a final 30,85€ as an amount of winnings.

Meanwhile, regarding their response, they state:

"…in order to successfully process a withdrawal, your preferred payment method must first be activated through the minimum deposit."

Note that I have deposited and withdrawn before. I can’t deposit whenever they wish. I deposit whenever I want. I am the client!

This is ridiculous non-sense. I urge you to help me, and them to make the payout asap!

Thanks for your reply.

Kindly provide the communication where the casino asked you to deposit despite previous deposits made to the casino.

Kindly share the information available to you about the bonus offer you accepted in the casino.

Send the information to my email at tomas@casino.guru

Hi Tomas,

i have sent it. Please check your email.

Thanks for your reply.

The casino contacted me regarding the case and provided an explanation of the requirement.

According to the casino representative, due to the long time that has passed since the last deposit using this method, another one is required. According to the casino, only the minimum deposit is needed, and the deposit doesn't need to be wagered.

Please let me know about your decision going forward.

No, they have to pay my withdrawal!

Dear Casino Guru Team and aver147,

We would like to clarify the current status of this complaint, as we believe there may be a misunderstanding regarding the withdrawal.

There is no refusal to pay the player's winnings from our side. The winnings in question were obtained from a no-deposit bonus, and the withdrawal is currently pending because the player has not yet completed the required step for withdrawing such winnings.

As previously explained to the player, our Bonus Terms require a player who has won from a no-deposit cash bonus or free spins bonus to make at least one valid deposit and complete the necessary verification procedure before the winnings can be withdrawn.

The player previously made a deposit last year. However, our payment provider now requires the payment method to be confirmed again. Although the payment method may appear identical, the provider recognizes it as a different payment method, which is why a new minimum deposit is required.

Importantly, the player is not required to wager this deposit. It is needed solely to verify and activate the payment method. Once the deposit is completed and the payment method is successfully verified, the player will be able to proceed with the withdrawal of the available winnings.

Therefore, the funds have not been confiscated, rejected, or withheld by the Casino. We have provided the player with the necessary instructions, and at this stage, the remaining action is required from the player's side.

We remain fully willing to assist the player in completing the required verification and processing the withdrawal once the outstanding requirement has been fulfilled.

Best regards,

Loki Casino

Dear aver147,

Please let me know when you make the minimum deposit in order to be allowed to withdraw.

Looking forward to your reply.

Dear aver147,

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.

Dear Tomas,

Yes I made another deposit but they still don’t pay out! They wrote if I’d made a deposit I would be able to withdraw. What a bunch of liars!

Importantly, the player is not required to wager this deposit cites the representant of the casino above.

Meanwhile I received an email now stating I had to wager the deposit x3 in order to withdraw!!

"No, that email was sent in error. You don’t have to wager any of your deposit. But you have to upload a photo of you holding your passport and a sheet written : Hi Loki Casino with today’s date. Also you should send a bank statement with the address in it and a screenshot of your deposit of dogecoin with the transaction hash in it."

Eventhough I was verified fully, I sent them all the requested files. They didn’t accept the screenshot of the transaction because it was from the dogechain (the main network of dogecoin).

Lol These guys are rediculous. DAMA NV !!

What do they want to make a payout of just 37€?!

Dear casino representative,

Could you please provide clarification regarding the player's deposit and verification status?

Looking forward to your reply.

Dear Tomas,

They paid out finally. Thank you. You may close the thread.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear aver147,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas