Loki Casino

Loki Casino - Withdrawal delayed 3days now

€1100

Hi there my withdrawal is delayed 3 days now it says withdrawals are processed 24-48hours so I don’t understand what is going on! it is over 48hours now. My account is verified! Pls help me out appreciate! I really appreciate to get this matter resolved soon! I talked to live chat they keep saying same thing they forward to finance department!!!

Rejected

Loki Casino - Unfair nonpayment of winnings

On 13th August, I claimed a No Deposit Bonus of 60 FreeSpins on the game Merge Up, from which I was lucky enough to win AUD $11.28 by the end of the FreeSpins.

My lucky streak continued and I managed to playthrough the 35x Wagering Requirement to enable me to request a Withdrawal of a max. amount of $75 of my Winnings.

After this, I went ahead and uploaded 4 of my Verification Documents (my Drivers Licence, front and back + a selfie of me holding my Drivers Licence + A copy of my Bank Statement as my Proof of Address).

I then navigated over to check my Transactions History and realised that I had made 2x Credit Card Deposits back when I first opened my Account at Loki Casino in 2018 ($20) & 2019 ($25) respectively.

Admittedly, I have not made any further Deposits into the Casino since that time, and have also not played at that casino very much either over the past 5 years since my last deposit. However, if memory serves, it had something to do with not being happy about the currency conversion fees that I was being charged by my bank at the time.

Regardless of this, I went online and chatted with LiveChat to ask if they were able to tell me what was the last 4 digits of the credit card I used to make my 2x Deposits.

LiveChat was reluctant at first until I explained that the reason behind my question was so that I could verify my account online, and given that the transactions were both 5-6 years old, I would not have a clue which cards I would have used.

Having explained my dilemma to LiveChat, the Agent then advised that I had in fact used 2 different cards to make my deposits - Card number ending 9435 and Card number ending 1250.

Thankfully I am one who doesn’t throw out my old expired cards, and infact managed to find them with ease, so I uploaded photos of the front and back of both credit cards and uploaded them online for verification.

This made it 8 files in total that I uploaded for verification purposes.

Over the course of the next 1-6 hours, I noticed that Loki Casino had infact gone ahead and started to Verify my Documents, however, only 2 of 8 documents (my bank statement and the photo of the front side of my Drivers Licence) were verified and all remaining 6 documents left untouched.

Incredibly 18-24 hrs after I had requested my withdrawal of AUD $75, and uploaded my verification documents, I received an email from Loki Casino at 6:55pm (AWST), on Wednesday 14 August 2024, with the subject Title: ‘LOKI - Casino Bonus’, which said, quote:-

“
Dear Ming,

We hope this message finds you well.

We wanted to bring to your attention an important matter regarding your account and recent winnings. Our records show that over the past five years, the verification process for your account has not been completed. As part of our standard operating procedures and in compliance with regulatory requirements, verification is essential to ensure the security and integrity of all transactions.

Due to the incomplete verification, your recent winnings were adjusted, resulting in a reduction of 75 AUD. This action was taken in accordance with our terms and conditions, which require all players to complete verification to be eligible for full payouts.

We understand that this may be disappointing, and we encourage you to complete the verification process as soon as possible to avoid any further issues. Once your account is fully verified, you will be eligible for all future winnings without any adjustments.

If you have any questions or need assistance with the verification process, please do not hesitate to contact us. We’re here to help and ensure that your experience with us is as smooth and enjoyable as possible.

Thank you for your understanding and cooperation.

ID: TOQQ5O
“
After reading that email, I was initially speechless at the fact that Loki Casino had the Audacity to quote their Terms & Conditions, and adjust my winnings to result in a reduction of $75 (the exact amount I was attempting to withdrawal), on the basis of an ‘incomplete verification’.

After a few minutes of sitting there in disbelief, I promptly replied to Loki’s Email at 7:13pm, and asked for clarification as to which part of my account was not verified?

I waited 10 mins without a response, so sent off a 2nd email at 7:25pm, which said, quote:-

“Hello,

Please advise how am I supposed to verify my account when your team doesn’t action any of my verification documents that’s has been uploaded specifically for this cashout?

I uploaded all required documents in the past 24 hrs … whoever is sitting behind the verification desk approved 2 and left the remaining documents untouched and unprocessed.

I even contacted support last night to verify the last 4 digits on the credit cards I used 5 years ago (both expired might I add), went through the trouble of searching for those cards, found them, uploaded them and they haven’t even been processed or verified in the past 18 hrs.

Please tell me what right you have to deduct my winnings when your own team is not doing their job with verifying my account?!?!?

Don’t ignore this because my next step is lodging an official complaint on all public forums online.…”

After I had sent my 2nd email, I was understandably quite ticked off and irate at the fact that Loki did not even attempt to discuss this matter beforehand, and decided instead to exercise their authority without just cause or opportunity for further discussion.

Which lead me to send off my 3rd email at 7:28pm, which said, quote:-

“Even you yourself didn’t bother checking whether the documents were uploaded online before rejecting my cash out for a second time and re-claiming my winnings!

Only 2 of 8 verification documents have been looked at…. All other abandoned and ignored!”

To that, I attached a screenshot of my Verification page, showing all 8 documents that were uploaded, and proof that 2 documents had infact been verified.

It is now 3 days after this incident, at 6:01am, Saturday 17 August 2024 (AWST).

Loki has shown true unprofessionalism by totally ignoring all 3 of my reply emails and up until now, have still not responded.

My purpose of submitting this complaint is hoping that AskGamblers will step in as an intermediary to get Loki Casino to payout my rightful winning due to their own negligence. In return, I would like all my private ID and information destroyed, and my account Closed effective immediately upon success withdrawal of my AUD $75, via a cryptocurrency payment to my UDST Account as previously requested.

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

$75

DAMA broke? Or why is LOKI casino not paying out 4.000€ on an verified account?

I had my account verified on Loki.com with the owner of the website DAMA B.V. on the 12.03.2024. after I made my first payment of 200€.

After all was fully verified I decided to play a bit more and paid in on the 17.03.2024 another 900€ through 3 payments.

After I played for some time, I wanted to cashout some of my winning (€4000 out of €6400). But this was declined and the customer service told me that I have to file additional documents and verify again, as they do not want to send the money to somebody else.

I had previously uploaded ID, Payment picture and also bank statement. When I asked for payout I was asked again for additional documentation, Payment picture and also bank statement, which I supplied...

After uploading these documents, within a few minutes all documents were rejected, which is weird as the initial verification took couple of days. No all documents were rejected within minutes of submitting!!!

Further payout are being denied, due to verification, which was finished 12.03.2024. To be honest with you, LOKI seems not to able to payout any money as it seems.

After being fully verified (received the email on the 12.03.2024) by LOKI, they keep asking for further documents which I upload each time. Some get rejected (for what reason whatsoever) other gets accepted.

But still no payouts are made by LOKI, thought the request for a payout are denied within minutes of submitting a withdrawal.

So if I was fully verified (see attached document) why do they not payout?

Submitted this morning a request to my VIP Manager Kim ( [email protected] )how I can close my account, again no response after that from her. Usually she is quite quick in doing things.

I upload a few documents for this case. including the verification email, transactions, withdrawal request and also the current balance on the account.

Thanks

Happy to upload verification email from DAMA B.V. (Loki.com) my stuff which I uploaded and so on... By the system says that there is an upload error due to characters, BUT the documents only have letters in them, so not sure why this is happening, BUT happy to upload to an email or somewhere else...

Rejected

€4000

Loki Casino - 1000 euros delayed payment

I deposited 50 euros on November 11th, took a 50% bonus, wagered it and made a 1k withdrawal the same day. It's been 3 days my withdrawal is still not processed, not getting any info from support on what the issue is. My account is verified here and I have 5-6 previous withdrawals here, all paid in less than 24 hours. They are clearly stalling the payment and I need help to get my winnings.

Loki Casino - Withdrawals are late, awaiting 8.600 Euros

€1000

Hello,

I have few withdrawals pending on Loki casino since 3 days. Amount of the withdrawals is close to 9k. Some withdrawals I requested to 2 different bank cards and some to Ethereum wallet. In their terms and conditions it says withdrawals are processed in 0-24 hours but it has been 3 days. Their support just keeps saying it will be processed in no time, but nothing happens. This never happened to me on any other Dama MV casino. Please help.

Loki Casino - €5,000 of my withdrawal is missing

€8600

I made withdrawal 5000€ on september 9th. I used same method as I used making deposit, Rapid transfer. Timeframe has now gone many times, today its been 3 weeks when I made withdrawal. I havent got money and money has not returned to my casinoaccount as you can see. I have send bank statement also to Loki casino as proof. They are looking at my case, but nothing happens. Everytime I have contacted them, answer is wait, wait, we need more time. So now I am asking your help to find where my withdraw has gone wrong. I will send you now proofs that money has left from casino but I havent get it. Please help me. I will send also screenshot from chat, this is always answer i get. This case is delayed much too long.

Loki Casino - Not paying my withdrawal

€5000

On the 12th of June I won $4500 later that night I recalled that amount and lost $500 before I withdrew it again at $4000.
After 2 weeks I contacted them through live chat to see what was happening with the withdrawal, one person told me they were processing it, another one told me 5-7 days it will be in my account, so again I waited patiently. Then it hit about three and half weeks so I emailed the VIP manager to ask what the hold up is. I’ve spent lots of money at this casino and I’ve had a few wins which they have paid out. That’s only when they don’t leave it pending for long periods of time and then the money reappears in my casino account again and when I would ask them why this occurred they would say the bank refused it. My Bank never refuses money, this happened a few time’s sometimes I would withdrawal it again and other times I would stupidly lose it all. I know it’s a ploy that some casinos do I’m not fussed because really all I needed to do was withdrawal it again, that’s gambling. Now I’ve been back and forth with there financial department I’ve given them everything they asked for screenshots of my bank statements from the 8th of June to the 8th of July to prove that they never made the transfer of money. It showed no transfer then I received an email from the VIP manager saying that are processing the payment. I waited three days still no money then I wrote back and he said that the financial department would like bank statements again from the 8th of June to the 8th of July but PDF format I sent them that as well but the statement was form the 1st of January till now because I have nothing to hide the found a payout the did on the 3rd of June for $3800 and they said that was the payment. I can’t time travel. I will forward you all the correspondence and statements and transaction history by email

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

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.

Loki Casino - Bonus not received

zł800

I got email from Loki casino about some deposit bonus. I deposit but didnt recive bonus. Support said that i m abuse bonus so he cant give me. I ask can i cashout than because i dont wish to play without bonus, he said that i must to wager x3 before cashout. If i knew that they didnt wish to give me bonus i wouldnt deposit here, they cheat me.

Complaint Statistics

Resolved 14

Avg. Amount $ 1,981

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

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Player rating

7.2/10 ● 118 reviews

Top reviews from our players

Onefiftylashes

10/10

Loki casino, wow I have the best VIP manager ever her name is Oleyla, she is absolutely amazing.
She always adds my bonuses my loyalty rewards without even being asked, she looks after me to the best of her ability with what the casino allows her to do.
Do yourself a favor and ask her to be your VIP manager.
She even send me a message after some weekends just asking me how my weekend was, nothing to do with the casino. She’s a fantastic person and fantastic manager.
As for the casino your deposits are verified very quickly, cash outs are fairly fast.
But if you want the best possible VIP manager service just ask for Oleyla to be your manager and you will be happy.

My dislikes are the deposit wages X 30 X 40 it’s extremely high for players, there are no rake backs like crypto casinos.
The maximum withdrawal limit per day is quite low.
It’s just rather disappointing that when you do win big say $20,000 or $30,000 it takes you so long to get it out.
But I think that’s just Casinos.

Dear ONEFIFTYLASHES, Thank you for the 10-stars! Thank you for the wonderful review and for taking the time to share your feedback on Loki Casino. Our priority is customer service, and we are ecstatic that we met that mark. By the way, we would like to point out that, according to the Terms & Conditions, any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal of funds connected to this deposit is available. Regarding the withdrawal procedure, please, take into account that the period of processing requests for withdrawals is from 0 to 24 hours. In case of necessity to verify the identity of the Gambler, the time of processing the requests is calculated from the date of verification of the documents requested. We truly appreciate your patience and comprehension on this matter. Besides, our team will go all out in order to take all your requests into consideration in the nearest future. Once again thank you for your kind words. Please let us know about your future experiences. May good luck and fortune always be on your side! Best regards, Loki Casino Team

Loki Casino 4 years ago

Blackjax

10/10

Loki casino is owned and operated by the highly respectable Dama NV group and operates with Curacao Gaming license. It has a sleek interface and a very simple design. The site loads smoothly and you can sign up in under 30 seconds and after verifying your identity and filling up your profile info you can start playing.

Loki casino gives you an option of 10 fiat and 6 crypto currencies to choose from with almost 10 deposit and withdrawal options for most of the fiat currencies. The minimum and maximum deposit amount are €20 and €5000 and minimum and maximum withdrawal amount are €30 and €500 respectively.

With over 70 slot providers and more than 4500 slots the casino can easily be any players favorite and almost 100 casino reviews tell you a lot about this casino’s reputation among players. Play’n GO, BTG, Netent, Elk, Red Tiger, Thunderkick, Nolimit City, Merkur, Playtech are a few names of their profile. They have a separate section for crypto games as well as live casino.

The casino has a welcome package of €500 which can be taken with 3 deposits of 100% up to €300, 75% up to €100 and 50% up to €100. The casino has a wager of 40 times bonus money which needs to be finished in 14 days. No deposit bonuses have a max cash out up to €50.
The casino has a max bet policy of €1 which I think is too low. The casino does not restrict a lot of games from bonus play which I think is a great plus point for players. All deposit bonuses can be claimed with a minimum deposit of €20.

They have a live chat which is available 24x7 and are very helpful every time.

The verification process can be done by uploading documents in verification section of profile and is completed under 24 hours. Withdrawals are processed very quick if you are verified.

So far, I have deposited 4 times at this casino and managed to get a cash out 3 times and I am currently having a profit of €400 at this casino. All my cash outs have been processed under 3 hours from request.

Dear BLACKJAX, We greatly appreciate the time you took to share your experience and insights into Loki Casino. Seeing that you have had a 10-Star experience is the best thing we could hope for. Thank you for choosing Loki Casino. Our team is pleased with your words. It is nicely to hear, that you are satisfied with our verification process of the account and selection of currencies. We will definitely continue to work hard in order to bring up to date our casino with new games and pleasant bonuses! In case of any additional questions, you are always more than welcome to contact our support team - we work 24/7 and will be happy to help you. Best regards, Loki Casino Team

Loki Casino 4 years ago

jonairis909

8/10

I liked the interface. Everything looks good and fine, games are downloading fast and no help is needed. The support is really helpful. So I can recommend this place.

Dear JONAIRIS909, We are happy to hear that you had a positive experience with our online casino! Our team does their best to keep it thrilling for our players by adding new slots from premium providers, and make you satisfied with the customer service. We wish you the best of luck and lots of winnings ;) Best regards, Loki Casino team

Loki Casino 4 years ago

carmen87

8/10

I like this casino, many different games and always give it chance to really win some nice price only have to know when to cash out and stop otherwise casino take everything, but if begin to pay it always pay it very good.

Dear CARMEN87, Thank you for posting such a positive review. We are really pleased that you are enjoyed with our variety of games. We do our best to provide each player only with positive emotions and fantastic experience. We will go on working hard to make our service faster and better to satisfy our players:) May good luck and fortune always be on your side! Kindest regards, Loki Casino Team

Loki Casino 4 years ago

alexgara

10/10

One of the best online casino out there. I deposited 100€ with first bonus and surprisingly I play for 3 days and end the x40 wager with some vert nice wins and a big amount of balance. But I have did a big mistake, I played some spins with more than 1 euro bet and that was note allowed. But they approved my withdraw anyway. I want to clear that was my fault.

Dear ALEXGARA, Thank you for being a part of our casino! We really appreciate your review on our casino! We are happy to know, that you are satisfied with the way we work:) We wish you a pleasant game and winnings in our casino! May good luck and fortune always be on your side! Warmest regards, Loki Casino Team

Loki Casino 4 years ago

seettle_99

8/10

This one quite interested me. I like good places, with fast withdrawals and wide range of games, so I can tell that I was left fully satisfied and can recommend this one.

Dear SEETTLE_99, Thank you for being our player! We do appreciate your review on our casino. We value your point of view on the withdrawals' procedure and variety of games. We wish you big wins only! Warm regards, Loki Casino team

Loki Casino 4 years ago

Bohochal

1/10

I deposited 100€ and started to play and wagered about 400-500€ after I started to lose then I wanted to cash out 20€ but the min. cash out was higher than my balance so I deposit a min amount 20€ to withdraw all.
But they rejected my withdraw because I did not wager 3X my deposit.
It is ok I read their T&C I answered their email that I willing to pay the transaction fee to withdraw all money.

The loki casino support try to persuade that it is better to start wagering than pay withdraw fee but I don't want to accept wagering I wanted to withdraw. They accept my deal to pay for the withdraw fee!!(First time)

I withdrew my money again but after an hour later they rejected again and force me to wagering. Once again I answered their email that I willing to pay again the transaction fee and withdrew my money again.
Another support agent accepted again my deal to pay for the withdrawal fee!!(Second time)

A few hours later they rejected my withdraw again and forced me again to wagering so I couldn't do anything I started to wager but ofc I lost everything.
I did not cancel my withdraw always Loki Casino did cancel it!!
They simply rip me off and forced me to lose all my money

Dear Bohochal, We appreciate you making us aware of your negative experience in Loki Casino. We strive to provide excellent customer service, therefore please accept our sincerely apologies for any inconveniences caused to you. We take our customer support seriously with all responsibility. Furthermore, we would like to inform that funds deposited in our Casino should be used for gaming activity. Due to this fact, your withdrawal requests were declined a few times. From what we can see, in our turn you were advised with the reason of cancelled withdrawal. It was provided in detailed email with the certain recommendation for conducting a successful cash out. You should indeed have wagered your funds at least 3 times. As soon as you have refused to do that, the withdrawal request was cancelled by our Finance Department. Please be sure that your feedback will allow us to resolve any further problems. It will definitely help us to improve our service, as we appreciate every one of our customer. We are proud that you have selected our company and are our loyal customer for almost a year. Your complaint will be transferred to the appropriate department. Thank you for your understanding in this case. Kind regards, Loki Casino team

Loki Casino 5 years ago

Candy9090

9/10

I loved the super quick verification times, I'm talking within couple of hours, the chat support are amazing... And I was awarded a withdrawal, despite accidentally betting higher than the limited during wagering period. Never ever played at a casino that was this pleasant. Withdrawal was process the following day and I guess as a dislike...

All I have to dislike here is the minimum deposit amount being $30. That is literally the only thing to whinge about!! I have never recommended a casino to Anyone until I played here

Dear CANDY9090, Thank you for such a positive feedback We are glad you've been enjoying our games, withdrawal process, and overall experience. We are happy to know, that you are satisfied with the way we work:) Only good luck ahead and thank you for being our customer! Warmest regards, Loki Casino Team

Loki Casino 5 years ago

Badluck

10/10

This casino is trusted. They have very quick account verification and money transfers are fast both in and out. They have all good games which i like to play from the biggest providers. I played there quite much and i got my personal vip manager which i really liked. He gave me additional bonuses and I really enjoyed that experience. Also during active bonus you cannot play any forbidden games because they automatically block those if you try to start them so this is very good for the player that they cannot do any mistakes by accident. I can strongly recommend this site to other players. Good job lokicasino!

Only thing is that you cannot play play n go games during active bonus. That is just a minor thing but it would be much better experince if you could play also those during active bonus.

Dear BADLUCK, Thank you for posting such a positive review. We are really pleased that you are enjoyed with our bonuses and variety of games. We do our best to provide each player only with positive emotions and fantastic experience. We will go on working hard to make our service faster and better to satisfy our players:) May good luck and fortune always be on your side! Kindest regards, Loki Casino Team

Loki Casino 5 years ago

kayenne23