Loki Casino - Pelaajan tili on suljettu petosväitteiden vuoksi.

I requested a withdrawal from this casino and completed the KYC verification process, but my account was suspended.

The casino claims there was fraudulent activity, but they have not provided any evidence.

Please contact a casino representative immediately.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Which verification documents did you send before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Slot games

Various documents. We also had a video call.

The bonus was valid. At this casino, the bonus balance isn’t displayed for games where the bonus cannot be used, and wagering is restricted, so playing prohibited games is not an option.

Thank you for your reply and for providing the previous details, Jonnyx.

• Is there any chance that someone from your household, or using the same IP address, has also created an account at this casino?
• Could you please specify all the KYC documents you have already submitted and confirm whether they were approved?
• Could you please confirm the date when your account was suspended?
• Have you received any other communication from the casino regarding the alleged fraudulent activity?

You can send any relevant documents to: petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

We have no information whatsoever.

Since we are unable to verify this at this point, we have no other information to provide.

Please call a casino represent

I’m very sorry, but you haven’t answered my previous questions. Please refer back to my first message and try to provide the requested information, as all the details asked are essential for us to properly review and proceed with your case.

Without clear evidence or clarification, we are unfortunately unable to move your case forward.

Thank you in advance for your cooperation.

Since my account has been blocked, it is impossible for me to access that information.

How am I supposed to verify that when I can’t even log in?

My KYC documents, the date my account was blocked, and all communications with the casino,Whether or not a family member has created an account, —everything is locked inside the casino.

Please understand that I am submitting this complaint because I am unable to obtain the necessary information.

At least, I’ve been saying from the start that my account has been locked and that I can’t access any of the information.

Please review the complaint.

Anyway, please call a casino representative first.

Unless you do that, we won’t be able to provide you with the information you’re looking for.

Or, if you’re saying that I can access that information without logging into my account, please let me know how.

I won’t know if a family member has created an account unless I check the account screen, and I won’t know about KYC documents unless I check the documents section of the account.

I won’t see messages from the casino unless I check the inbox in my account, and the date I were blocked is also listed in my account.

Please understand once again that I am filing this complaint because the casino refuses to provide evidence.

It is the casino—not me—that you should be asking for evidence from.

To be honest, I’m really furious at comments that show a complete lack of understanding of the situation.

Dear andandjonnyx,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

However, I must warn you that this kind of language will not be tolerated. Any further attempts to verbally assault or intimidate Casino.Guru staff will result in your profile being permanently blocked on our website. We are here to help players and have zero tolerance for such behavior.

Your complaint will now move to the next stage of our process and will be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Since I’m using a translation tool, there seem to be some inconsistencies in the wording.

At least, I don’t think I’m using any particularly problematic wording.

To reiterate, this is all the information we can provide.

This is because we are unable to log in to the account.

If you would like more information, please contact the casino.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Loki Casino,

Could you possibly provide additional information regarding the case and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear andandjonnyx and CasinoGuru Team,

Thank you for the opportunity to clarify and provide additional context regarding this situation.

We have reviewed the case and will share all relevant details to ensure a full and accurate understanding of the matter. We will therefore contact Romi shortly with all necessary information.

Thank you for your cooperation.

Best regards,

Loki Casino Team

Make sure to forward the evidence to me as well.

Thank you, Loki Casino, for all the information provided.

Dear User,

We regret to inform you that, based on the evidence provided by the casino regarding a breach of multiple terms on your part, we must unfortunately reject your case at this time.

We kindly encourage you to review and adhere to the terms and conditions of each online casino when playing, as failure to do so may limit our ability to assist you.

Thank you for your understanding.

Respectfully,

Romi