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I had withdrawn a partial amount.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.
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.