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]

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.

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.