The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The issue was resolved as the player confirmed that the winnings were finally paid out after waiting for a week. The complaint was marked as 'resolved' in the system.
Loki Casino - Player claims that payment has been delayed.
Amount: €1,010
Loki Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
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1 month ago
Hello,
after a first successful withdrawal on Aug. 15 (after passing KYC (ID+Address)), i have made numerous deposits and tried to withdraw again on Aug. 23.
My withdrawal has been blocked at first. I needed to pass enhanced KYC and uploaded a Selfie holding my ID and a Piece of Paper written "Hi, Loki Casino 24.08.2024". After my upload, it has been verified instantly.
Since then, i have been waiting for my deposits and i always get the answer "the finance department is working hard on it"... How hard can it be to send a withdrawal???
Anyways, the Loki Casino Terms state in their withdrawal section, that they will send out a withdrawal within 0-48h after it has been request. If any enhanced KYC is being asked, then after this has been verified.
Its way longer since 48 hours, AFTER my enhanced KYC has been verified and I dont see any money going into my wallet.
I always get the same repetetive answers.
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1 month ago
Dear reginehenning1,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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4 weeks ago
Dear reginehenning1,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
