Loki Casino - Unfair nonpayment of winnings

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 AskGamblers,

More than happy for this case to be reopened.

However, it’s already been an additional 2 weeks since this case was Closed.

In my opinion, they were given more than enough time to provide a response the first time around but they clearly had no intentions of protecting their credibility and/or reputation, making this request their desperate plea to save their ratings.

So, other than Loki’s request to reopen the case again, what response have they provided?

Cheers!

Dear AusPlayer88,

Thank you for reaching out to us regarding your recent experience with Loki Casino. We appreciate your patience and the detailed information you have provided.

Firstly, we would like to congratulate you on your winnings from the No Deposit Bonus of 60 FreeSpins on the game Merge Up. We understand the excitement of winning and the importance of a smooth withdrawal process.

Regarding your concern about the verification of your documents and the subsequent delay in processing your withdrawal request, we sincerely apologize for any inconvenience this may have caused. Our records indicate that you uploaded a total of eight documents for verification purposes. We acknowledge that only two of these documents (your bank statement and the front side of your driver's license) were verified promptly, while the remaining six documents were pending verification.

We understand your frustration, especially after having provided all necessary documents, including your old credit cards used for deposits in 2018 and 2019. Please be assured that our verification team is working diligently to complete the verification process as quickly as possible. The delay you experienced is not reflective of the standard of service we strive to provide.

Additionally, we would like to address the issue of your account's inactivity. As per our Dormant Accounts policy, any account that has recorded no login for a period of more than 180 consecutive calendar days is considered dormant. We notify players at least thirty days before their accounts are due to become dormant. In such instances, a monthly administrative fee (Dormant Account Fee) may be charged, provided the account does not go into a negative balance.

We appreciate your understanding and cooperation in this matter. Our team will expedite the verification of your remaining documents and ensure that your withdrawal request is processed without further delay. We value your patronage and hope to resolve this issue to your satisfaction promptly.

Should you have any further questions or require additional assistance, please do not hesitate to contact our customer support team.

Thank you for your understanding and patience.

Best regards,

Customer Support Team
Loki Casino

Dear Loki,

Ok - so let’s address the issues to every statement you made in your response to this claim….

(1)
“Firstly, we would like to congratulate you on your winnings from the No Deposit Bonus of 60 FreeSpins on the game Merge Up. We understand the excitement of winning and the importance of a smooth withdrawal process.”

>>> Too little, too late. Your team effectively burst that bubble of any such excitement when they chose to power play with the little guy, so any congratulations given now in a publically advertised complaints forum is non-genuine and as such, not accepted.

(2)
“Regarding your concern about the verification of your documents and the subsequent delay in processing your withdrawal request, we sincerely apologize for any inconvenience this may have caused. Our records indicate that you uploaded a total of eight documents for verification purposes. We acknowledge that only two of these documents (your bank statement and the front side of your driver's license) were verified promptly, while the remaining six documents were pending verification.

>>> Thank you! for finally acknowledging that my verification documents were in fact uploaded and that I was falsely accused of not meeting verification requirements and rudely ignored by the support team after numerous follow-up emails. Yet another proof of their choice for power play.

And let me ask you this …. How the hell can you employ such an incompetent support person to work in the verifications team, verifying highly sensitive customer documents, when he can’t even verify that the verification documents were uploaded before falsely accusing customers of not meeting their said obligations when in fact, the support person in this case was the one who was clearly incompetent and had no interest in doing THEIR JOB….?!!?

(3)
“We understand your frustration, especially after having provided all necessary documents, including your old credit cards used for deposits in 2018 and 2019. Please be assured that our verification team is working diligently to complete the verification process as quickly as possible. The delay you experienced is not reflective of the standard of service we strive to provide.”

>>> As per your own Terms & Conditions:-

“WITHDRAWALS (5)….. The period of processing requests for withdrawals is from 0 to 48 hours.”

“WITHDRAWALS (6)….. The Casino shall review the provided documents within a period of up to 1 business day.

- Withdrawal Requested AUG 13, 2024
- Complaint Lodged AUG 17, 2024
- AG Case Closed, then reopened SEP 5, 2024
- LOKI responded SEP 5, 2024
- TODAY - SEP 7, 2024

It is now an additional 2 days after receiving your response and I am sad to say, that the delay experienced, unfortunately, has a direct reflection on the standard of service that you claim to strive to provide…. As per attached screenshot taken just prior to responding, till date, the 6 remaining verification documents have STILL NOT BEEN VERIFIED……!

(4)
“Additionally, we would like to address the issue of your account's inactivity. As per our Dormant Accounts policy, any account that has recorded no login for a period of more than 180 consecutive calendar days is considered dormant. We notify players at least thirty days before their accounts are due to become dormant. In such instances, a monthly administrative fee (Dormant Account Fee) may be charged, provided the account does not go into a negative balance.”

>>> Again, As per your own Terms & Conditions:-

“DORMANT ACCOUNTS (1) The Company considers as a dormant any account that has recorded no login for a period more than 180 consecutive calendar days. The Company shall duly notify players at least thirty calendar (30) days before their accounts are due to become dormant in order for players to be informed in advance regarding relevant consequences.”

Since “the company” DID NOT DULY NOTIFY me at any time from 2018 - today 2024 (6 YEARS….!), this statement of yours about addressing a Dormant Account is NULL & VOID and Statutes of Limitations has long expired in any laws all around this world.

The fact that you even dared mention “monthly administration fees” is just another clear classic example of LOKI’s desperate attempt to NOT PAY OUT AUD $75!!

As previously mentioned, with the way LOKI has handled this 1st Withdrawal Attempt with a No Deposit Bonus, it has killed any form of credibility and reputation your casino may have once had. I would be out of my mind to continue playing at your casino, making any deposits at your casino, or placing any form of trust in Loki as a Company. So no “addressing” needed - CLOSE THE CASINO ACCOUNT….!

(5)
“We appreciate your understanding and cooperation in this matter. Our team will expedite the verification of your remaining documents and ensure that your withdrawal request is processed without further delay.”

>>> Again, Too little , too late and a false gesture…. 2 days after and I still have not received my rightful winnings of AUD $75… No communications has been received about withdrawals been processed either… so yeh .. there is definitely still delays….

(6)
We value your patronage and hope to resolve this issue to your satisfaction promptly.

>>> The satisfactory outcome would be for the support person who sent me that outrageous rejection email to provide a formal written apology, and for their employment to be terminated. He was unprofessional , provided false accusations - all grounds for dismissal.

And, it goes without saying - JUST PAY OUT and stop with your childish justifications and delays. With all the proof available of this incident, you guys have already shot yourselves in the head, so to speak….

(7)
Should you have any further questions or require additional assistance, please do not hesitate to contact our customer support team.

>>> Been there, done and tried that to be ignored, so not gonna happen … any communications about this will continue being public ….

(8)
Thank you for your understanding and patience.

>>> Lesson be learnt - train your staff better and teach them not to quote policies, terms and conditions so casually, just to hide behind such T’s & C’s, especially when you are the party in the wrong because I, for one, will nitpick the living shit out of your said T’s & C’s….. Thank you!

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.

Thanks in advance for your cooperation.

Dear AusPlayer88,

Thank you for reaching out to us regarding your recent inquiry with Loki Casino. We truly appreciate your patience and the comprehensive information you’ve shared with us.

After a thorough review of your complaint concerning the withdrawal issue, we are pleased to inform you that we have taken the necessary steps to resolve the matter. The previously deducted amount of 75 AUD has been refunded to your account. Additionally, we have reached out to inform you directly about the successful resolution of your case.

We remain committed to assisting you throughout the verification process to ensure a smooth and timely withdrawal of your funds. Our support team is available to guide you through every step and address any questions or concerns you may have.

Once again, thank you for your patience and understanding. We value your trust and look forward to continuing to provide you with the best possible service.

Best regards,
Customer Support Team
Loki Casino

Dear @AusPlayer88,

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.

Deposited via credit card yet credit card isn’t a withdrawal option.

Can’t withdraw via Bank Transfer or Mifinity because min. $150.

Withdrawal via Crypto REJECTED.

Told you they would find ways not to pay out ….!

PS - Ask Gamblers, I didn’t reply because I was waiting to see the outcome of my withdrawal request.. thank you!