Loki Casino - Pelaajan voitot on takavarikoitu.

To whom it may concern,

I am writing to formally request arbitration regarding a dispute with LokiCasino. The casino has unjustly confiscated my winnings totaling 6,091.07 USD, alleging "Abuse of Player Account" and "Low Risk Strategies" without any factual basis.

1. Background

I registered at LokiCasino and utilized the 3rd Deposit Welcome Bonus. I played exclusively on slots and successfully met all wagering requirements after hitting a significant win. Following this, I completed the full KYC verification process, which was approved.

2. The Casino's Claim

On February 25th, I received an email stating that my funds were confiscated based on two points:

"Abuse of Player Account" (Multiple accounts)

"Low Risk Strategies"

3. Rebuttal

I firmly deny these allegations for the following reasons:

No Multiple Accounts: I have never created more than one account, nor have I provided any false registration data. I have strictly adhered to the casino's Terms and Conditions.

Standard Slot Play: My gameplay consisted solely of playing two slot titles: Notre-Dame Tales and Golden Fish Tank. Playing standard slots with a welcome bonus cannot be classified as a "low-risk strategy." According to SlotCatalog, these games have very similar volatility profiles. There was no hedging or manipulative betting involved.

Despite my repeated attempts to resolve this via their support team, the casino refuses to provide specific evidence and continues to deliver the same automated responses.

4. Request

Since I have not violated any terms, I request your intervention to mediate this dispute and ensure the fair payout of my legitimate winnings ($6,091.07 USD).

I have attached my communication history with the casino for your review. Thank you for your time and assistance.

Sincerely,

[Empty rows were removed by Casino.Guru admin]

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Hello,

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Were you asked to submit any documents required for verification?
• Have you made any previous successful payouts from the casino?

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,

Tomas

Q1: Could you please specify how long you played at the casino and exactly when your account was blocked?

​A: I registered my account on January 26th (JST). I played for approximately 2 to 3 days following my registration. My account was then blocked on February 26th (JST).

​Q2: Were you asked to provide any documents required for verification?

​A: Yes, I was. I submitted all the requested documents, and my account verification (KYC) was officially approved and completed.

​Q3: Have you ever received any winnings from this casino before?

​A: No, I have never received a single payout from this casino. I provided every document they requested for the withdrawal process, but instead of receiving my funds, my account was blocked and my winnings were confiscated.

Dear sa2ryu19,

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.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@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,

Tomas

Hello sa2ryu19,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Loki Casino to join the conversation.

Dear Loki Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear sa2ryu19 and CasinoGuru Team,

Thank you for the opportunity to provide further clarification and shed more light on this situation.

We take this matter seriously and are currently reviewing all relevant details to ensure that a complete and accurate explanation is provided. We will contact you shortly with all necessary information.

Kindly allow us some additional time to finalize our review, and we would appreciate it if the timer could be extended accordingly.

Thank you for your cooperation.

Best regards,

Loki Casino Team

Dear Loki Casino Team,

I'm looking forward to your timely response, including the information and evidence related to this case.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Loki Casino Team,

Thank you for your email. I have responded back with some additional enquiries and am looking forward to your reply.

Dear sa2ryu19,

Can you please confirm if you ever created and utilized only a single account with Loki Casino?

Could you please confirm whether any of your family members, friends, or acquaintances hold an account with Loki Casino?

If they have, have you played at the casino around the same times as them, perhaps during a visit?

Can you please confirm the devices you have used to register and play in Loki Casino?

Finally, could you please explain why you focused exclusively on playing only Notre-Dame Tales and Golden Fish Tank games?

Dear sa2ryu19,

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.

Can you please confirm if you ever created and utilized only a single account with Loki Casino?

Yes. I created and used only one account at Loki Casino.

Could you please confirm whether any of your family members, friends, or acquaintances hold an account with Loki Casino?

No, there isn't.

Can you please confirm the devices you have used to register and play in Loki Casino?

OPPO A79 5G

Finally, could you please explain why you focused exclusively on playing only Notre-Dame Tales and Golden Fish Tank games?

I played Notre-Dame Tales because I have good luck with it and it's a slot game that I tend to win on. I played Golden Fish Tank because I like the fish animations. I don't know many slot games, so I kept playing the same ones this time.

thank you.

Dear sa2ryu19,

Thank you for your replies.

I would like to confirm, have you taken advantage of the bonus buy or any other special features in those games while playing with an active bonus?

No. I haven't used any bonus purchase or other special features.

Dear sa2ryu19,

Thank you for the clarification.

Dear Loki Casino Team,

I'm looking forward to your timely response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear sa2ryu19,

Unfortunately, I have not received any further response from the casino team despite multiple follow-up notifications. I must admit this is somewhat unexpected and disappointing, especially considering that the communication with the Loki Casino team had previously been constructive and we were able to clarify and address complaints effectively.

As our primary goal is always to seek a reasonably fair and possible resolution, I am willing to allow a bit more time for this case in the hope that the casino team may reconsider the circumstances involved. I will once again reach out to the casino team directly, and I remain hopeful that a reasonable and mutually acceptable resolution can still be achieved.

Dear Loki Casino,

I have followed up once again regarding this matter. I remain open to further communication and continue to hope that a fair and mutually acceptable resolution can still be reached.

Dear Michal and CasinoGuru Team,

Thank you for your patience regarding this matter.

We have already contacted you directly regarding this case and provided additional clarification from our side.

We remain available for further communication regarding this complaint.

Best regards,

Loki Casino Team

Dear Loki Casino Team,

Thank you for your email. I have replied and I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear sa2ryu19,

Unfortunately, despite multiple follow-up attempts and the extended timeframe, I have not received the requested information and evidence from the casino team. I must admit that this is somewhat unexpected and disappointing, particularly as our previous communication with the Loki Casino team had been constructive and allowed complaints to be clarified and addressed effectively.

The casino team did previously provide certain information and evidence that raised legitimate questions and may partially explain the actions taken on your account. However, despite my repeated requests, they have not supplied the additional supporting information and evidence necessary for me to conduct a complete, independent, and thorough assessment of the matter.

Under these circumstances, we are currently unable to support the casino’s actions, and at this stage the confiscation of your winnings appears unjustified.

This lack of transparency does not align with the principles of fair practice that we strive to uphold to ensure a fair gambling environment for both players and operators.

As a result, we regret to inform you that we must close this complaint as Unresolved—Insufficient evidence from the casino.

I understand that this is not the resolution you were hoping for, but we believe that the decrease in the casino’s rating due to unresolved complaints may encourage them to reassess their approach. Should the casino choose to respond and resolve the matter, we will reopen your complaint and notify you via email. In the meantime, if you wish to pursue your case further, you may submit a complaint to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw. You may also find our article on How to submit a complaint to a regulator | Casino Guru helpful. Although the CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru