Loki Casino - Refused to refund my deposit which I did not use

RESOLVED
moulayismail Morocco
posted on November 26, 2016.

Hi, I joined the loki casino through askgamblers website, I made 2 deposits, never won anything, and on 24/11/2016, I received an email offer of 50% + 50Fs, I made deposit of $50 but did not get the bonus, I talked to the live chat, they answered that because they found a duplicate account (don't know why they said that, knowing that I don't have to do that as their reload is 50% and my second deposit bonus was also 50%), I told him this is my third deposit, and I had already get bonuses the first deposit bonus which was 100% and the second deposit bonus which was 50%, and I have already uploaded all my documents and were verified and approved, I told him if they can even accept a webcam chat verification to see me talking and holding my passport in hand and that I am the same person, and there is no duplicate account, because I have never made any duplicate account at any online casino in my life, they could not help me with anything, so I asked them to refund my deposit, I made the withdrawal request 48 hours ago, and eveytime I contacted the live chat, they answered that the delay of the payment is an issue for all the players and they assured me that I receive my deposit back in nearest hours, and nothing received yet, now on 26/11/2016 I tried to connect to my account, to contact the live chat, my account was disabled with my $50 deposit pending, I did not get any feedback about getting my deposit back to my neteller account, now I want this casino to refund my deposit, which I believe is my right, as I have never won or withdraw a cent from this casino.
Copy of the third chat transcript :
Hello, thank you for playing at our casino! How could I help you? Hallo! Danke, dass Sie in unserem Casino spielen! Was können wir für Sie tun? Здравствуйте, чем мы можем Вам помочь?
my name 04:41:28 am
hello
it's now 38 hours that I am waiting the withdrawal of my deposit, and this is the third time I am contacting the live chat, they promised that the withdrawal will be proceed the nearest hour 12 hours ago, and I still did not receive the refund of my deposit, I saw your rating at askgamblers of 8.97, I really like your casino even I have never withdraw a cent, and I do not want to harm your reputation with a complaints or bad reviews at askgamblers.com, please proceed my withdrawal request " refund of my deposit" which is my right to ask for the refund of my deposit, because I did not start playing a cent
now I want to know will you please proceed my withdrawal or not? 04:42:18 am
Support Agent 2 04:43:02 am
sorry, but our system is steel not fixed, we hope that it will be in nearest 2-3 hour
We are sorry you are facing this problem. Please, accept our apologies for that.
my name 04:44:40 am
that's what I hear 12 hours ago, that I will receive the refund the nearest hour, can you please confirm that I will receive the refund of my deposit in 2-3 hours ?
Support Agent 2 04:45:43 am
Unfortunately I can't give you a guaranty, but we are hoping that everything will work in 2-3 hour
my name 04:46:15 am
is it for all the players or it's only me that I am facing this issue ?
Support Agent 2 04:46:26 am
for all it is our global technical problem for past two days.
my name 04:47:07 am
ok then, Hope everything will be ok in the next 2 or 3 hours, thank you for your help
have a nice evening
Duration: 7m 3s

moulayismail Morocco
posted on November 28, 2016.

Hi, I received an email from loki casino, that the deposit has been returned to my account, I made a withdrawal request today, and got the deposit into my neteller account, the case has been resolved, you can close this complaint, thank you askgamblers team.

AskGamblers
posted on November 28, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.