Loki Casino Online - Player’s requesting all deposits to be refunded due to existing registration with Gamstop.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I’m sure that you are aware of the geolocation of GAMSTOP operation:

"GAMSTOP lets you put controls in place to help restrict your online gambling activities.

Sign up for the service and you will be prevented from using gambling websites and apps run by companies licensed in Great Britain, for a period of your choosing."

Since you have chosen a casino with MGA (Malta) license, it will be very difficult to resolve this case to your satisfaction. However, before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have informed the casino about your gambling problem? My email address is petronela.k@casino.guru.

I have checked the Responsible Gaming section on the website, and this is what I found https://loki.com/en/responsible:

„SELF-EXCLUSION

If you feel that you need to take a break from gambling, there are ways for you to so on your own, under the Responsible gaming menu option - https://loki.com/en/player/self-suspend, or by contacting our support via email - support@lokicasino.email.

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

Best regards,

Petronela

I am banned from many Malta licensed casinos. I believe that if you are located and live in the territory of Great Britain, it prevents deposits in casinos such as Loki. I played from my phone with a sim card registered in Poland, but from the territory of the UK and according to their regulations it is forbidden and they break the law. in addition, it will allow me to lose this money without verification. Another problem is that they misled me because in the e-mails in the subject they swindled my data in order to withdraw / refund funds and after verification they suddenly gave it up, it's not right

Thank you very much for your messages and forwarded emails. Please understand that if you demand a self-exclusion from one casino it doesn’t necessarily mean that you will be protected from other associated websites too.

Do I understand correctly that you have registered in Loki Casino Online with your Polish address?

to register i only Use mail and phone number

I have tried registering an account and was asked to enter my country and a full address. Even in your communication with the live chat you have been asked to confirm your address. Could you please check once again?

Yes You have right i put my Polish adress 😕

I’m truly sorry to hear that. Unfortunately, it seems that receiving a refund of your deposited funds will be very difficult if not impossible. Could you please advise if the self-exclusion has been applied successfully already? Thank you in advance.

Hello dear All

We are very sorry that you faced such a problem.

We don't see violations of any rules. During this gaming session the player has made a deposit and lost all balance and then asked for a refund.  The player has provided all the necessary documents that he is from Poland. We provided the service in full.

On June 3, 2021, the player self-excluded via support.

Best regards,

LokiCasino Team

Yes I m from Poland but i live at United Kingdom from August 2019 i report that and i can proof that.

Hello,

As I mentioned earlier, since you have registered your casino account with your Polish address casino stood no chance to recognize that you are based in the UK. On which grounds do you believe that you are entitled to a full refund? If you haven't requested a self-exclusion from this specific casino, I'm afraid we can't help you.

Could you please advise that you have requested a self-exclusion from any of the following casinos?

Looking forward to hearing from you.

Hello,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I check and I m not registered there

If you haven't registered an account with any other sister casinos and since you have opened the Loki account with your Polish address, the casino stood no chance to recognize that you are based in the UK. I'm afraid we can't help you with this case.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Hello,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

i dont have more info

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.