Loki Casino - Der Spieler kann seine Gewinne nicht abheben.

Hello, i played Loki Casino several times now, was never able to withdraw money.

Their ToS state that minimum withdrawal a player can make is 30 Euro.Bank Transfer says minimum 30 Euro aswell.

When i wanted to withdraw 60 Euro, they and the withdraw menu said its at least 100 euro at all available options.

I was trying to tell them, that they break their own ToS with that and cant magically up the min. amount i can withdrawal how they like it.

I have screenshots available, when trying to reach 100 Euro after several tries to communicate with them i lose all my money of course.

But in all honesty i can let it slip through, this is scam.

Dear Cutzii,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Loki Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any deposits to the casino?
• Do I understand correctly you played down your winnings after you didn't manage to initiate a cashout?
• What did the support recommend to you in this situation?

Thank you very much in advance for your reply.

Best regards,

Tomas

Yes, I made a deposit.

I have told support several times that they should suggest how I can withdraw money, as their withdrawal system does not comply with their terms and conditions. Via chat and email, I was always told that I could withdraw a minimum of 100 euros, as if I was talking to a bot, they didn't really respond to what I told them.

In my opinion, these are real fraud methods.

For example, you cannot advertise a hamburger for 10 euros and then tell the customer after paying that they have to spend at least 50 euros to get a hamburger.

I even attached a screenshot of the chat.

Ja ich habe eine einzahlung getätigt.

Ich habe dem Support mehrfach gesagt, dass sie mir einen Vorschlag machen sollen wie ich auszahlen kann, da deren auszahlungssystem nicht mit deren Bedingungen übereinstimmt. Per Chat und per Email, mir wurde immer nur gesagt dass ich minimum 100 Euro auszahlen kann, als ob ich mit einem Bot rede, sie sind gar nicht richtig auf das eingegangen was ich ihnen gesagt habe.

Das sind meinet Meinung nach richtige Betrügermethoden.

Man kann nicht zum Beispiel mit einem Hamburger für 10 Euro werben, dann dem Kunde nach dem Zahlen sagen er müsse doch mindestens 50 Euro ausgeben um einen Hamburger zu bekommen.

Ich habe ja sogar einen Screenshot vom Chat beigefügt.

Thanks for your reply.

When facing issues with your balance being lower than the minimum withdrawal threshold, we would usually recommend depositing the missing amount.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.

Please let me know if there is any additional information I might have overlooked, otherwise, I’m afraid I will be forced to close the complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.

I don't know if you understand the problem. The minimum withdrawal stated in the terms and conditions is less than what they actually demanded.

Depositing to get the amount doesn't make sense because you have to wager each deposit three times and can lose it again.

Furthermore, you should not pay into any website that does not comply with its own terms and conditions, that would be total nonsense.

Ich weiß nicht ob sie das Problem verstehen.Die angegebene mindestauszahlung in den Bedingungen sind weniger als das was sie tatsächlich forderten.

Das einzahlen um auf den Betrag zu kommen ist nicht sinnvoll da man jede einzahlung 3 mal umsetzen muss und wieder verlieren kann.

Desweiteren zahlt man in keine Website ein die ihre eigenes Bedingungen nicht einhält, das wäre doch totaler Unsinn.

Dear Cutzii,

I understand your point of view. In this complaint resolution center, we receive complaints where casinos don't adhere to their terms and conditions, or where they adhere to their terms and conditions 'too strictly' which might result in an unfair situation for a player.

I don't wish to dismiss the problem, nevertheless, the suggestion I introduced might be a valid solution to your problem. I would suggest you ask the casino support for any suggestions on how to withdraw your winnings, especially the scenario I suggested earlier. If you don't reach a resolution, please let me know further details of what happened and we'll try to assist you further.

If the issue persists, please also forward your most recent chat so we may have a complete picture of the situation. My email is tomas@casino.guru I apologize for the inconvenience.

Dear Cutzii,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No matter

Egal

Dear Cutzii,

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.