I kindly request your assistance in recovering my funds

Hi there my withdrawal is delayed 3 days now it says withdrawals are processed 24-48hours so I don’t understand what is going on! it is over 48hours now. My account is verified! Pls help me out appreciate! I really appreciate to get this matter resolved soon! I talked to live chat they keep saying same thing they forward to finance department!!!

On 13th August, I claimed a No Deposit Bonus of 60 FreeSpins on the game Merge Up, from which I was lucky enough to win AUD $11.28 by the end of the FreeSpins.

My lucky streak continued and I managed to playthrough the 35x Wagering Requirement to enable me to request a Withdrawal of a max. amount of $75 of my Winnings.

After this, I went ahead and uploaded 4 of my Verification Documents (my Drivers Licence, front and back + a selfie of me holding my Drivers Licence + A copy of my Bank Statement as my Proof of Address).

I then navigated over to check my Transactions History and realised that I had made 2x Credit Card Deposits back when I first opened my Account at Loki Casino in 2018 ($20) & 2019 ($25) respectively.

Admittedly, I have not made any further Deposits into the Casino since that time, and have also not played at that casino very much either over the past 5 years since my last deposit. However, if memory serves, it had something to do with not being happy about the currency conversion fees that I was being charged by my bank at the time.

Regardless of this, I went online and chatted with LiveChat to ask if they were able to tell me what was the last 4 digits of the credit card I used to make my 2x Deposits.

LiveChat was reluctant at first until I explained that the reason behind my question was so that I could verify my account online, and given that the transactions were both 5-6 years old, I would not have a clue which cards I would have used.

Having explained my dilemma to LiveChat, the Agent then advised that I had in fact used 2 different cards to make my deposits - Card number ending 9435 and Card number ending 1250.

Thankfully I am one who doesn’t throw out my old expired cards, and infact managed to find them with ease, so I uploaded photos of the front and back of both credit cards and uploaded them online for verification.

This made it 8 files in total that I uploaded for verification purposes.

Over the course of the next 1-6 hours, I noticed that Loki Casino had infact gone ahead and started to Verify my Documents, however, only 2 of 8 documents (my bank statement and the photo of the front side of my Drivers Licence) were verified and all remaining 6 documents left untouched.

Incredibly 18-24 hrs after I had requested my withdrawal of AUD $75, and uploaded my verification documents, I received an email from Loki Casino at 6:55pm (AWST), on Wednesday 14 August 2024, with the subject Title: ‘LOKI - Casino Bonus’, which said, quote:-

“
Dear Ming,

We hope this message finds you well.

We wanted to bring to your attention an important matter regarding your account and recent winnings. Our records show that over the past five years, the verification process for your account has not been completed. As part of our standard operating procedures and in compliance with regulatory requirements, verification is essential to ensure the security and integrity of all transactions.

Due to the incomplete verification, your recent winnings were adjusted, resulting in a reduction of 75 AUD. This action was taken in accordance with our terms and conditions, which require all players to complete verification to be eligible for full payouts.

We understand that this may be disappointing, and we encourage you to complete the verification process as soon as possible to avoid any further issues. Once your account is fully verified, you will be eligible for all future winnings without any adjustments.

If you have any questions or need assistance with the verification process, please do not hesitate to contact us. We’re here to help and ensure that your experience with us is as smooth and enjoyable as possible.

Thank you for your understanding and cooperation.

ID: TOQQ5O
“
After reading that email, I was initially speechless at the fact that Loki Casino had the Audacity to quote their Terms & Conditions, and adjust my winnings to result in a reduction of $75 (the exact amount I was attempting to withdrawal), on the basis of an ‘incomplete verification’.

After a few minutes of sitting there in disbelief, I promptly replied to Loki’s Email at 7:13pm, and asked for clarification as to which part of my account was not verified?

I waited 10 mins without a response, so sent off a 2nd email at 7:25pm, which said, quote:-

“Hello, 

Please advise how am I supposed to verify my account when your team doesn’t action any of my verification documents that’s has been uploaded specifically for this cashout? 

I uploaded all required documents in the past 24 hrs … whoever is sitting behind the verification desk approved 2 and left the remaining documents untouched and unprocessed. 

I even contacted support last night to verify the last 4 digits on the credit cards I used 5 years ago (both expired might I add), went through the trouble of searching for those cards, found them, uploaded them and they haven’t even been processed or verified in the past 18 hrs. 

Please tell me what right you have to deduct my winnings when your own team is not doing their job with verifying my account?!?!?

Don’t ignore this because my next step is lodging an official complaint on all public forums online.…”

After I had sent my 2nd email, I was understandably quite ticked off and irate at the fact that Loki did not even attempt to discuss this matter beforehand, and decided instead to exercise their authority without just cause or opportunity for further discussion.

Which lead me to send off my 3rd email at 7:28pm, which said, quote:-

“Even you yourself didn’t bother checking whether the documents were uploaded online before rejecting my cash out for a second time and re-claiming my winnings! 

Only 2 of 8 verification documents have been looked at…. All other abandoned and ignored!”

To that, I attached a screenshot of my Verification page, showing all 8 documents that were uploaded, and proof that 2 documents had infact been verified.

It is now 3 days after this incident, at 6:01am, Saturday 17 August 2024 (AWST).

Loki has shown true unprofessionalism by totally ignoring all 3 of my reply emails and up until now, have still not responded.

My purpose of submitting this complaint is hoping that AskGamblers will step in as an intermediary to get Loki Casino to payout my rightful winning due to their own negligence. In return, I would like all my private ID and information destroyed, and my account Closed effective immediately upon success withdrawal of my AUD $75, via a cryptocurrency payment to my UDST Account as previously requested.

DAMA broke? Or why is LOKI casino not paying out 4.000€ on an verified account?

I had my account verified on Loki.com with the owner of the website DAMA B.V. on the 12.03.2024. after I made my first payment of 200€.

After all was fully verified I decided to play a bit more and paid in on the 17.03.2024 another 900€ through 3 payments.

After I played for some time, I wanted to cashout some of my winning (€4000 out of €6400). But this was declined and the customer service told me that I have to file additional documents and verify again, as they do not want to send the money to somebody else.

I had previously uploaded ID, Payment picture and also bank statement. When I asked for payout I was asked again for additional documentation, Payment picture and also bank statement, which I supplied...

After uploading these documents, within a few minutes all documents were rejected, which is weird as the initial verification took couple of days. No all documents were rejected within minutes of submitting!!!

Further payout are being denied, due to verification, which was finished 12.03.2024. To be honest with you, LOKI seems not to able to payout any money as it seems.

After being fully verified (received the email on the 12.03.2024) by LOKI, they keep asking for further documents which I upload each time. Some get rejected (for what reason whatsoever) other gets accepted.

But still no payouts are made by LOKI, thought the request for a payout are denied within minutes of submitting a withdrawal.

So if I was fully verified (see attached document) why do they not payout?

Submitted this morning a request to my VIP Manager Kim ( [email protected] )how I can close my account, again no response after that from her. Usually she is quite quick in doing things.

I upload a few documents for this case. including the verification email, transactions, withdrawal request and also the current balance on the account.

Thanks

Happy to upload verification email from DAMA B.V. (Loki.com) my stuff which I uploaded and so on... By the system says that there is an upload error due to characters, BUT the documents only have letters in them, so not sure why this is happening, BUT happy to upload to an email or somewhere else...

I made withdrawal 5000€ on september 9th. I used same method as I used making deposit, Rapid transfer. Timeframe has now gone many times, today its been 3 weeks when I made withdrawal. I havent got money and money has not returned to my casinoaccount as you can see. I have send bank statement also to Loki casino as proof. They are looking at my case, but nothing happens. Everytime I have contacted them, answer is wait, wait, we need more time. So now I am asking your help to find where my withdraw has gone wrong. I will send you now proofs that money has left from casino but I havent get it. Please help me. I will send also screenshot from chat, this is always answer i get. This case is delayed much too long.

On the 12th of June I won $4500 later that night I recalled that amount and lost $500 before I withdrew it again at $4000.
After 2 weeks I contacted them through live chat to see what was happening with the withdrawal, one person told me they were processing it, another one told me 5-7 days it will be in my account, so again I waited patiently. Then it hit about three and half weeks so I emailed the VIP manager to ask what the hold up is. I’ve spent lots of money at this casino and I’ve had a few wins which they have paid out. That’s only when they don’t leave it pending for long periods of time and then the money reappears in my casino account again and when I would ask them why this occurred they would say the bank refused it. My Bank never refuses money, this happened a few time’s sometimes I would withdrawal it again and other times I would stupidly lose it all. I know it’s a ploy that some casinos do I’m not fussed because really all I needed to do was withdrawal it again, that’s gambling. Now I’ve been back and forth with there financial department I’ve given them everything they asked for screenshots of my bank statements from the 8th of June to the 8th of July to prove that they never made the transfer of money. It showed no transfer then I received an email from the VIP manager saying that are processing the payment. I waited three days still no money then I wrote back and he said that the financial department would like bank statements again from the 8th of June to the 8th of July but PDF format I sent them that as well but the statement was form the 1st of January till now because I have nothing to hide the found a payout the did on the 3rd of June for $3800 and they said that was the payment. I can’t time travel. I will forward you all the correspondence and statements and transaction history by email

Hello it is like 3 months in which i try to withdraw the 800 PLN from Loki Casino. The biggest problem is that they have so unprofessional staff on the support and chat that every time i talk to a consultant i hear different things. As you can tell from images i uploaded they say different things every time i talk to team. Like this is completely unprofessional. The problem is the one and only option is to deposit by Visa so i can't use the other methods they talk about. Also they cant't tell any specifics why the payment is cancelled and they won't allow me to use other options of withdrawal although they claim i can do it as you can see in the screenshots. I add to screenshot of deposit and withdrawal options. After like yesterday they even removed the visa option so i can't even try again using my card again to withdraw.

Summarizing - Loki Casino is highly unprofessional and has very incompetent support staff. Every consultant talks about different withdrawal options( which are completely unavailable cause they won't let me deposit using those methods). They are blocking my money and won't cooperate. It's not really that much money Loki Casino u don't have to play shady.

I also add the consultant asking me to open the console(i did it) but it 's so funny that they even ask for it when they clearly blocked the deposit options by themselves.

I got email from Loki casino about some deposit bonus. I deposit but didnt recive bonus. Support said that i m abuse bonus so he cant give me. I ask can i cashout than because i dont wish to play without bonus, he said that i must to wager x3 before cashout. If i knew that they didnt wish to give me bonus i wouldnt deposit here, they cheat me.

Hello, I opened my account on May 25. I liked to play in this Casino and everything was fine until August. I managed to win a large sum and accumulate 3705 euros on my balance. I have made several requests for withdrawals (I can provide screenshots) I received my first withdrawal of 1000 euros, then the second 1300 euros, but I did not receive the last withdrawal of 1405 euros. I didn't do anything between those requests, I didn't even play, but the casino asked me to go through an additional security check. They asked me for a certificate of salary and a contract with the employer. I was outraged, but we managed to agree on the provision of other documents confirming my solvency. After that, there was a request to provide screenshots of transactions from the payment system that I used. I responded to all inquiries, provided all information. And today I received an email about the closure of my account and the confiscation of funds with a footnote to paragraph 1.38 terms and conditions, without any explanation or evidence. It all looks like the casino just doesn't want to pay me my winnings. I ask you Askgamblers to help me with this problem.