Loki Casino - Unfair confiscation of €5553 legitimate winnings

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

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.

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

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

Hi,

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


Thank you

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

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

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

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