Loki Casino - Further payout are being denied, due to verification

Dear Loki Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per Loki Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear Malta-Media.com,

Thank you for opening this complaint.

Having studied this case in detail, we can state the following: according to our rules, every player must verify his account in order to make a successful cashout. This is exactly what happened in this case, on 2024-03-17 we received the first cashout request, but it was canceled because the account had not yet been verified. We advised our client about the verification, the documents were successfully uploaded. After that, our client again made a request for a cashout, but he used a new payment method for this cashout, which, unfortunately, has not yet been verified and confirmed. Therefore, for security reasons, we canceled this cashout and asked our client to upload a confirmation of the e-wallet to make sure that the funds will be sent to the correct recipient. This document has been downloaded. The next cashout was initiated on 2024-03-25, but the user canceled it on his side, and used the funds to create bets.

After that, the user created two duplicate accounts, which our system displayed. We would like to note that according to our Terms and Conditions each player is allowed to create only one (1) personal account. Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player.

Nevertheless, we made concessions and did not confiscate our client's winnings, but only deactivated the duplicate accounts. Later, we received a request for account closure and refund from the player. The player gave the following reason:" It has come to my attention that LOKI Casino, under your representation, has been offering online casino services to residents of Malta without the requisite licensing from the Malta Gaming Authority (MGA)."

The player's account has been closed. We also familiarized him with our rules once again, which state:
The Casino accepts players only from those countries and geographic regions where online gambling is allowed by law. It is the player's sole responsibility to inquire about the existing gambling laws and regulations of the given jurisdiction before placing bets on the Website.

It is entirely and solely your responsibility to inquire and ensure that you do not breach laws applicable to you by participating in the games. Depositing real funds and playing for real money is subject to the laws of your country, and it is your sole responsibility to abide by your native regulations.

The restricted countries are: Austria, Australia, Aruba, Bonaire, Curacao, France, Saba, Statia, St. Maarten, Singapore, Spain, the United Kingdom, the USA, Romania, Russia, Ukraine, Cyprus and any other jurisdiction that the Central Government of Curacao deems online gambling illegal. This includes all of the named Nations' Territories and Possessions.

We hope for a correct study of this case from your side. The safety of our customers is our priority. If you need any additional information, please let us know.

Best regards,
Loki Casino Team

Dear @Malta-Media.com,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected 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 complaints 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.