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Loki Casino - Unfair confiscation of €5553 legitimate winnings

RESOLVED
Ragrets990 Canada
posted on April 3, 2018.

On March 31st, 2018, I registered at their casino. I read their terms and conditions prior to making a deposit. What I read was confusing and ambiguous.

One of their terms states. Term 1.5
"The player is not allowed to abuse the bonus offers. Abuse is the relation of received bonuses to amount of deposits: 70% of bonus funds with 5 deposits, but not more than 9 deposits, 50% of bonus funds with 10 deposits or more. In case of such abuse Casino has the right to prohibit the Player to receive any bonuses and to cancel any winnings received using bonus funds, both at the moment of wagering and after it."

Instead of making a deposit I verified on chat and told them I was extremely confused regarding their general bonus rules.
This is what I was told, This rule applies to all the future bonuses such as the reload bonus offer that they have on Fridays and future bonuses; the welcome offers have nothing to do with this rule. It is merely a welcome offer which all customers can use. I asked them one more time on chat if safe to deposit all welcome bonuses and I was given a yes.

I made my first deposit and claimed their first welcome bonus. I completed the wagering involved with the bonus and withdrew 948€.
After asking for documents my withdrawal was paid less than 24 hours.

Everything was so smooth so I played their second bonus. I obviously kept my bet at 5€ and lower and followed bonus terms.
I played Thunderstruck, What a Hoot and Terminator 2. I had a balance of somewhere nearly 1100€ after playing Thunderstruck.

At a certain point I hit free spins on Terminator 2, these were not ordinary spins. This was the feature called "Hot Mode" spins. At the end of those spins I had a balance of €6221. At that point I completed the rest of my wagering with Terminator 2. ( I have video with this feature stating the casino's Name)

I had withdrawn a partial amount. A few hours later I played a bit more, the slots book of dead/blackjack which resulted a loss 700€, I was scared I might lose all my winnings so I decided to withdraw everything.

I went on chat and asked them if it was ok to withdraw parts of my winning to a different e-wallet, and I was told yes as long as you make one deposit with that wallet it would be okay. (Please have a look at my pictures)
After my withdrawals, a few hours later I received an email.
Dear xxxxxxxxxxxxx,

We are terrible sorry, but according to the Terms and Conditions the player is not allowed to abuse the bonus offers. In case of such abuse Casino has the right to prohibit the Player to receive any bonuses and to cancel any winnings received using bonus funds, both at the moment of wagering and after it.

We are sorry to inform you, but further bonuses promotions at casino will be unavailable for you as per our management's decision. All your winnings received with bonus were confiscated and the deposit left.

Thank you for understanding.
With best regards,
Support Team Loki Casino
------­---­---­---­---­---­---­------
It seems to me like Loki Casino does not want to pay because one of their players has managed to win their first welcome bonus, and then win their second welcome bonus.
It is certainly obvious that the casino does not want to pay a big win like this, especially right after paying the same customer right before.
I would not be here making a complaint if I was told I can only claim ONE welcome bonus at your Casino. However I was told something completely different, I was told that your Welcome bonuses do not count towards the misleading bonus rule you have.
I find this casino extremely dishonest and predatory towards customers. Their job is encourage new players to register and make their welcome deposits, However once you have won on their site, they enforce their rule of bonus abuse.
Dear Askgamblers, please request a chat log history and proof from Loki Casino, to show what I was told regarding welcome bonuses prior to making a deposit on their casino.
I ask Loki Casino to live up to their brand and integrity and pay me my lawful and legitimate winnings.

Thank you

posted on April 3, 2018.

Dear RAGRETS990,

We have investigated your case and found you at our other brands. Moreover, your account recently has been closed at our another project. You play exceptionally with bonuses and use a specific strategy to gain financial profit using bonus funds. We consider such behavior as fraudulent , thus after the withdrawal of initial deposit your account will be closed permanently.

The decision is final and won't be changed

Thank you for the understanding!

Best Regards,
Loki Casino Team

Ragrets990 Canada
posted on April 3, 2018.

1- I have registered at a few other of your casino brands. I read your terms and conditions and there is no sign of not being allowed to register on multiple sites that your company owns. I have played with bonuses and without on your sites. Each one of them has different bonuses and different terms on them, so after reading your terms and making sure I wasn't breaching any of them I did register and play on your sites.

2- You mentioned that my account was closed on another project but I never received an email or any sign of this. I did claim a 50% bonus that was offered and got an email saying that future bonuses will not be allowed for time being, other than this there was no email or sign of any of the casino closing any of my accounts.

3- You state that my play with bonuses is exceptionally good, I am not sure what you mean by this. I deposit and play slots according to the terms and conditions you offer, and you somehow turn it around on me and claim that I am a skilled player? I also played after my bonus was done on two different games (slots and blackjack) and lose, does that fall into your definition of a "skilled player". What about when I lost on all the other deposits I had made on your brand, did you consider me a skilled player then or is this some ambiguous term you throw around when someone wins a life changing amount of money, because according to other complaints I have read on Askgamblers directed towards your other casinos in your brand, it looks as if this is not the first time you accuse someone who has a big win of being skilled. Perhaps you could elaborate on your definition of a skilled player and clarify it for me, for Askgamblers, and other future players because you have left me completely puzzled.

4- Luckily for me I saved the transcripts of the chat you had with me concerning you bonus offers. You clearly state that the term 1.5 does not relate to the welcome offer, so I would once again like to state that I did not breach any of the terms that are written on your website, yet you somehow keep my money and throw around the term fraudulent behaviour as a means to justify your actions. I will attach it on my next reply so the entire world can see what kind of brand you really are. Giving someone the green light to do something and then changing your mind right after they have a win.

5. For my first deposit, I played the same games as my second deposit and successfully managed to verify my documents and have my funds sent to me within 24 hours. The only difference was that I played Terminator 2, and got extremely lucky with their free spins.
Also to mention that your casino does not allow bonus funds to be played on certain games, and if you do try to play them you get this message " Sorry this games does not allow Bonus funds". This was not my case, I played all games which were allowed and stayed within your bet limit.

So when my first withdrawal was being processed, why did that not stop you from calling me an "abusive player/skillful player". That is because your brand and your casino could not believe I managed to win my second deposit, in this case much higher than my first withdrawal. In fact, at that point you would have confiscated my winnings/and banned me from your site. However you allowed me to play when I requested my first withdrawal.


To sum up, I registered on a few of your casino brands, played within your terms, lost a quite a bit of money, then finally when I did win a large amount you steal my winnings despite your chat agent telling me that I was allowed to play and claim your Welcome offers as they did not apply to your confusing bonus rules. ASKGAMBLERS can you please shed some light on this situation, I understand it is not your responsibility to side with anyone, but with what you have heard from both parties, how is this situation on right now anything short of thievery.

Ragrets990 Canada
posted on April 6, 2018.

Hi Askgamblers and Loki Casino,

As I have not received any responses, I will provide the picture regarding the chat I had with Loki Casino's chat representatives.

I ask Loki Casino not to make any excuses regarding my win. I ask you respectfully to pay my legitimate winnings, as you did for my first deposit.


Thank you

Ragrets990 Canada
posted on April 10, 2018.

Hi Askgamblers and Loki Casino,

I looked in to your original accusation regarding, "Moreover, your account recently has been closed at our another project. ".

Please note that my account at Gunsbet was fully active and functional before my big win at your casino. As soon as I won a large amount of money at your casino, and opened a complaint against your casino, you deliberately closed my account at Gunsbet casino.

Please have a look at my bonus limitations email (Picture) from Gunsbet casino, regardless bonuses or no bonuses, I was still allowed to play on gunsbets. Even after the bonus limitations email I would still get offers from Gunsbets, perhaps it can be system automated.

Even though this has nothing to do with Loki Casino, I bring up evidence to support your false claims.

I also bring this up because after a bit of research, your license number 131879 is registered with multiple casinos, however the link shown on your site, shows only two casinos registered under your license, which is Loki Casino and Gunsbet casino. Possibly one owner for these two sites,

Now as I mentioned in my complaint, and with the picture I provided, I was allowed to play at Loki Casino, with my welcome bonus, and even prior to making a deposit I had confirmed via chat that I can claim and play all welcome bonuses that DO NOT belong to their
ambiguous bonus rules.

Also, once again, I won my first welcome bonus. I was verified within 24 hours, and my withdrawal paid to me. Why were those winnings paid ? When "supposedly" the other brand had closed my account ? When I was considered too play exceptionally with bonuses and use a specific strategy to gain financial profit using bonus funds ?

I'm sure you would pull the same tactics on people who win big.

Finally, your casino, or your casino management, decided not to pay my legitimate winnings because I won my second deposit and it was a large amount. Due to this, you falsely claim this behaviour fraudulent, because obviously I stayed in my bet range (5€), played games that are allowed to be played with bonus funds, and wagered 100 % of my bonus, and this was considered fraudulent.


Your site mention this
Term 1.31
If the Gambler fails to provide the requested documents within two weeks from the date of the request for withdrawal, the withdrawal of funds is canceled, and the Gambler’s account is disabled. In this case, the Casino has the right to suspect the Gambler in illegal activities, Casino fraud, provision of false information, cheating and other fraudulent activities.

Term 1.37
We use special techniques to combat fraud in order to prevent any type of financial fraud at the Casino. Any attempt of fraud will result in immediate suspension of the Gambler’s account.

As far as I know I played by the rules and by your terms, and by Direx N.V groups terms.

Calling my legitimate winnings and my financial gain fraudulent is a disgrace to any reputable online Casino, and to any players who are already registered or about to register on their database.

As far as I know, people play to WIN, not too lose.

Respectfully, I ask you too pay my winnings.


Thank you

Ragrets990 Canada
posted on April 13, 2018.

Hi,

I am waiting to be provided evidence against your claims Loki Casino.


Thank you

posted on April 14, 2018.

Dear RAGRETS990,

We've provided all evidence to Askgamblers team and now we are awaiting their reply in the topic

Thank you for the understanding!

Kind Regards,
Loki Casino Team

Ragrets990 Canada
posted on April 14, 2018.

Thank you Loki Casino for replying after 11 days. I hope you have found as much evidence needed.

Surprisingly I also received a promotional offer from your casino today. I noticed it had a different license number and another companies name.

Not to worry, I will not play at your casino, until this is solved.

Thank you and have a wonderful rest of the week.

AskGamblers
posted on April 16, 2018.

AskGamblers Complaints Team is awaiting Loki Casino team to provide the required information.

Ragrets990 Canada
posted on April 18, 2018.

Hi Askgamblers and Loki Casino,

I once again received a promotional offer from your casino yesterday, perhaps automated message ?

You've sent evidence regarding your claims on the 14th of April, and the Askgamblers team is still waiting for required information since the 16th of April.

I have been very respectful and patient with your casino, I hope you can do the same and respect a certain time frame.

Many other players from Askgamblers trust your casino, as you carry a certified seal from them, please do not put us down.


Thank you

posted on April 20, 2018.

Dear RAGRETS990,

We've already sent all of the evidence and our final decision about this case to AskGamblers Team and now we are waiting for their decision as well
Regarding the promotional offer that has been sent to you: the address the e-mail has been sent from doesn't belong to us. It belongs to the third parties, thus we cannot be responsible for its content

Thank you for the understanding!

Have a nice day!
Best Regards,
Loki Casino Team

AskGamblers
posted on April 20, 2018.

AskGamblers Complaints Team requested additional evidence and information from the Loki Casino team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player.

Ragrets990 Canada
posted on April 23, 2018.

Hi Askgamblers and Loki Casino,

Hope everything is well.

I wanted to follow up with Loki Casino regarding additional evidence and information requested by Askgamblers, have you have the chance to reply to the complaints team ?

Thank you

posted on April 24, 2018.

Dear RAGRETS990,

We've already provided all of the evidence and screenshots to the AskGamblers Support Team with our final decision as well, so now we are waiting for their reply in the topic as well
Thank you for the understanding!

Best Regards,
Loki Casino Team

Ragrets990 Canada
posted on April 25, 2018.

Dear Loki Casino,

Ask Gamblers wrote on the 20th of this month and that they received the evidence you submitted and it was not enough to justify the accusations that you are making against me.

I suggest you communicate with Askgamblers to solve this matter properly.


Thank you

AskGamblers
posted on April 27, 2018.

AskGamblers Complaints Team have been in direct communication with the Loki Casino management over the past couple of weeks in an attempt to reach to a fair and justified decision, based on rock solid and unambiguous proofs. Unfortunately, AskGamblers Complaints Team have not been provided with enough valid evidence on behalf management of Loki Casino which could prove the accusations in general and breaching specific bonus/casino term/s in particular. Therefore we have no other option but to close this complaint as Unresolved, and recommend to the player to forward their issue directly in front of the relevant regulatory body.

As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

AskGamblers
posted on May 14, 2018.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Ragrets990 Canada
posted on May 15, 2018.

Hi Askgamblers, thank you for the opening the complaint.

I have received an email from the regulatory and the casino it self.

(EMAIL) On May 8th, the regulatory contacted the operator regarding this case, and they will get back to me once they have received some input on the case. - (I have sent you the email).

(EMAIL) On May 12th, Loki Casino refunded my balance to my account. Also mentioned they will close my account after withdrawal.

I can confirm I have received my funds in my casino account, however one small issue remains.

My initial deposit was with BTC. So I requested a partial withdrawal to go back to my BTC account however they will not process that withdrawal.

Can you please ask them regarding this issue ?
Once I have fully received 100 % of my funds, we will consider this matter solved.


Thank you

Ragrets990 Canada
posted on May 16, 2018.

I have received the funds. You may close the complaint.

Thank you

AskGamblers
posted on May 16, 2018.

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.

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