Loki Casino - Player account was closed without explanation.

Ich habe im Casino gewonnen,am schluss wird mein geld nicht ausbezahlt und wird einfach gelöscht und auf 80euro reduziert.

Nach kontakt mit denen, meinen sie nur agb blabla, habe mein konto auch wieder geschlossen bei denen.

Hello B.S.

We are very sorry to hear that you had a bad experience with this casino. Could you please be more specific and provide more details about your conversation with them.

Hallo,

Ich habe 70Euro auf mein Konto aufgeladen und habe normal gespielt habe auch kein Bonus erhalten. Als ich 4600euro drauf hatte, wollte ich das Geld auszahlen lassen aufeinmal sah ich das ich in einem Bonussystem war, was bedeutete das ich das 40fache vom einsatz erspielen musste, damit ich das Geld auszahlen kann. Als ich bei 3900euro war habe das 40fache erreicht gehabt was mir das ganze auch mit % angezeigt hat. Wo die 100% kamen hat das Casino mein Geld gelöscht und mir 86Euro draufgeladen.

Was einfach nicht fair und falsch ist.

Hello B.s.

Could you please check your game history and post it here? I want to ask Loki Casino to check their records too.

Hallo

Mein konto ist bereits gelöscht bei Loki

Did you receive any information why they delete your account?

Ich habe mein konto löschen lassen, den ich spiele nicht auf seiten die mein geld wegnehmen

We would like to ask the Loki 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

We are sorry B.s. The casino didn't respond to us at all. I hope they will return to this complaint in the future, but meanwhile, your complaint would be published, and reputation changed accordingly.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear B.s.,

Could you please provide us with the relevant email that you used for registration in our casino? Unfortunately, there is no created account by the email, that you used for registration on Casino Guru. We will be happy to help you and resolve this issue.

Sincerely,

Loki Casino Team

Dear B.s.,

Are you sure that you had an account registered on this email in our casino? We didn't find it by the email that you gave us. Maybe, you have another one which you used for registration in Loki Casino, we will be more than happy to help you and resolve this problem. 

Thank you for understanding!

Sincerely,

Loki Casino Team

Please note that you can see player details under his name and country.

Dear B.s.,

I am sorry but there is no created account by this email or these account details in our casino. We are absolutely sure that there is not any mistake from our side.

Thank you for understanding!

Kindest regards,

Loki Casino Team

Please B.s. could you log in into your account and make a screenshot of your account ID?

Mein Konto ist auf wunsch von mir gelöscht worden. Ich kann mich nicht mehr einloggen.

From your screenshot we were able to track down the casino where you used to play:

It is https://loki.com/, and you are complaining on https://www.lokicasino.com/

That's the reason why they are unable to track your account.

We are very sorry Loki Casino representative. This complaint was assigned to your casino because of a bizarre coincidence.

B.s. I am afraid I can't transfer this complaint in our system from one casino to another. Could you please create the complaint again and I will copy all the data there today, and we will continue the investigation with the correct Loki casino.

After B.s. create the complaint again on Loki Online Casino I will close this complaint as "rejected."

The new complaint was open, and I have already spoken with the casino representative. I am closing this complaint as "rejected."