Beschwerde #9 Loft Casino

Withdrawal 1000 EUR approved but never received

Von Aleksejs Z.

vor 1 Jahr

Long story short:

Registered 2nd November using your link. Within 2 days, I lost about 1600 euros. With the last deposit of 50, I won 1000 and made a withdrawal request via bank transfer which was approved within 20 min (4th November).

Money not received up to date.

I contacted support multiple times and provided a bank statement up to 11th November. Support kept telling me: to wait "5 days", then wait "7 days", now "wait for email as long as it needed" and closed chat themself every time I asked for the update.

I have screenshots of everything, conversations, withdrawal requests, bank statements, etc. But not sure if you need the dozens of files attached. I hope you are helping your affiliates with negotiations when the casino's fault is so obvious.

Regards

Unseriöses Casino Loft Casino

Grund Verzögerte Auszahlung

Betrag €1000

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AlexZu

• Irland

vor 1 Jahr

Just contacted casino support and we agreed to make another try, but to mifinity this time. Money received minutes after agreement. Thanks Askgamblers team for help 🤝🏻

AlexZu

• Irland

vor 1 Jahr

I made withdrawal request monday eve. It was cancelled and you asked me to make another one. I did so. Same method used - bank transfer. 1000 eur stated as approved. Today is wednessday and no money received. Guys, I'm gambling all my life. Never ever any transaction took more than 24 hours. With my current bank I'm getting money next morning 10 am gmt, if transaction made previous day. Means no transaction made yesterday. I don't want to know what is wrong. Just want to get my money and forget about you. Obviously I'll not use your site anymore. You have my email, could you send me transaction confirmation please? Or we are waiting up to 7 days now again?
P.S. Special thanks to Ascgamblers team. I believe without your support I would just be banging my head against the brick wall

Loft Casino

• Representative

vor 1 Jahr

Hello, Aleksejs!

Unfortunately there was a technical error with your withdrawal request for which we are very sorry! Funds were credited back to your account on our site and please retry your withdrawal - we will approve it as fast as possible.

Loft Casino Beschwerde-Statistik

Gelöst 5 / 5

Durchschn. Betrag $2,080

Durchschn. Dauer 13 Stunden

Durchschn. Antwortzeit 12 Stunden

Loft Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Fehlende Auszahlungen 755 EUR

Seid dem 9.2 24 habe ich Auszahlungen als akzeptiert es wurde nicht gutgeschrieben das casino hat alle Kontoauszüge vorliegen es geht um 4 fehlende Auszahlungen 180 Euro 100 Euro 175 Euro und 300 Euro insgesamt 755 Euro ich erhalte im Chat keine hilfe es wird behauptet die finanzabteilung sitzt dran seid 2 wochen das erscheint mir zu lange bitte um hilfe

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Loft Casino withholding payment of INR49300

After taking a deposit bonus and successfully clearing wager I have now managed to have funds of INR49300. My withdrawal was accepted but returned to my account later. Then I was asked to wager more money. Live chat is not giving proper answers and constantly ignoring my questions regarding my withdrawal. I am verified at this casino and have had successful withdrawals in the past.

Abgelehnt

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Balance reduction from 2000 euro to 500 euro after meeting wagering requirements

On march 14th I received a promotional-offer from Loft Casino for "St. Patrick's Day". Please note that the offer is not declared as a "welcome-bonus" or a "reload-bonus" - the promo clearly says "St. Patricks Day"

the offer contained a deposit-bonus and additional freespins after entering a certain promo-code while depositing.

Before I made the concerned deposit I studied the sites/casinos T&C's (https://www.loft.casino/de/bonus-terms-and-conditions), which were last updated on July 28th 2022, to make sure I fully understand the conditions which are attached to the previously received promotion.

I was not able to find a max. Cashout for this certain promotion. nor in the e-mail I received, neither anywhere on the site itself.

Only the following were mentioned in the promo-mail:

* bonuscode

* slot (freespins)

* wager (freespins)

* wager (deposit)

* duration (bonus/wager)

* duration (promo)

At first I received a deposit bonus which was lost further on. Afterwards i received 100 Freespins, like it was advertised to me earlier. I managed to wager the amount i previously won in those freespins.

Wagering requirement was a little over 3.5k, which I managed to achieve. At this moment my balance was up to approximately €2k - after the last spin to fulfill the wagering-requirement was done, my balance was reduced automatically to €500.

I approached a support-agent via live chat for clarification. The agent acknowledged that the promo-mail did not have all the necessary information included in the email itself and that he will forward this to his superiors for improvement. At the same time i was told that my previous balance can not be restored.

A user needs to be informed about the particular conditions of a promotion within the promotional-mail itself or the websites t&c's. This was obviously not the case, so I have to consider this as false advertising.

I kindly ask the management of Loft Casino to reply to my complaint, respectively to re-credit the deducted funds.

chat-transcript, wager/promo-info and promotional-mail are attached (private).

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Cancelling withdrawal multiple times and not responding in Chat

Hi,

I requested two withdrawals, both worth 2.500 Euro to my Jeton Account (so 5.000 Euro in withdrawals combined). One went through the other one got rejected multiple times without any reason given. After the rejection I went to the live chat and asked why exactly one of my identical withdrawals got rejected multiple times and I got no answers!

My Account is fully verified. I did every KYC step beforehand trying to avoid delays in the withdrawal process and now this is happening which makes absolutely no sense.

I am mainly opening this complaint because no one is answering me in Live Chat at all on the Casino site and I don't know whats going on.

Could you please help me with this and clear this whole thing up?

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Cancelling withdrawal multiple times

My withdrawal at this first time casino for me has been cancelled multiple times and with no reason. First few times I contacted chat to find out and was told by ‘Daniel’ there was a ‘technical error’ and to just re-do. I did and it got rejected again. And again and again and again. Every time just an email saying it was cancelled with no reason. Finally one said ‘KYC’ required. I uploaded a selfie with ID. Tried again to withdraw but cancelled again. Contacted chat and he said wrong bank account details. It’s weird because he said it immediately, like without even a minute or so to look at my account. I said it was impossible as the details are correct (I’m very careful and triple check) and it’s the same details used with all other casinos that process immediately and without issue. Nevertheless, I entered them all in again and it was rejected within minutes. The same chat guy every time ‘Daniel’ said he can’t tell me anything? Mentioned a 5 day wait or something. It’s been going on for days as it is and I got fed up and started playing and lost some (as you do). Please help me.

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$1,400