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Loki Casino - Won't help me requesting a withdrawal, poor quality of support service

RESOLVED
Complaint Info
Disputed casino Loki Casino
Reason Declined payment
Amount zł 800
Gnoju Poland
Posted on June 10, 2020

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.

Posted on June 11, 2020

Dear Askgamblers Team,

First of all, the player accepted our terms and conditions before the registration.

Secondly, the player plays in PLN which EcoPayz doesn't support and the player can't make a withdrawal via it, the same as MasterCard. The only way to make a withdrawal is Visa which the player did but the problem is in his bank, we asked the player to use Visa card of another bank. Unfortunately, we can't influence on payment systems.

Finally, we have provided all the evidence that this complaint is irrelevant and believe that this complaint should be closed.

Thanks for understanding!

Kind regards,
Loki Casino team

Gnoju Poland
Posted on June 11, 2020

Why your support is telling me that i can do it via ecopayz. Its clearly on the schreenshots i posted. Please at least apologize for your poor support service.

Posted on June 11, 2020

Dear Askgamblers Team,

We believe that this complaint should be closed. Radoslaw, we are really sorry for these inconveniences, but we don't have influence on payment systems, especially on your bank. We deeply recommend you to use Visa card but of another bank because your bank blocks transactions from us. EcoPayz is available to players from Poland, but not in PLN currency (it is EcoPayz features). Please, try Visa of another bank.

We think that we did everything possible to help the player.

Thank you for understanding!

Warmest regards,
Loki Casino Team

AskGamblers
Posted on June 15, 2020

Dear @Gnoju,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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