Loki Casino - Player requests a full refund.

I did have an account with joo casino and i did close that for gambling problem but after that i could open up an new account with their sister casinon loki casino and make deposit! They are sister casinon and they have the same license and adress. So i want my deposit back from them becurse they are under same license and adress

Dear Sanna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gambling section (https://www.joocasino.com/responsible-gaming), and this is what I found:

"Self-exclusion by request

You may also contact our Support Team at support@joocasino.com and inform us about your decision to stop gambling at the website for a certain period of time. We will take all measures to block your access to your user account and make sure that you receive no promotional materials."

Unfortunately, there’s not written that all your accounts in other sister casinos will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested a self-exclusion from Joo Casino directly?

Looking forward to hearing from you.

Best regards,

Kristina

I apologize Sanna, I went through your complaint again and I noticed that this complaint, in fact, should be about Loki Casino, since the Loki Casino is the one in which you created a new account. Sorry for the misunderstanding, I am changing the casino from Joo Casino to Loki Casino.

Could you please advise if you have requested a self-exclusion from Loki Casino directly? If yes, please forward the self-exclusion request to kristina.s@casino.guru. Thank you in advance.

Do I understand correctly that you have had an account with Loki casino in the past and now you could open another account? Would you be so kind and communicate with me, explain the situation, and not just send me screenshots? I really try to understand what happened here, but I need your cooperation. Thank you in advance.

Jag har pratat med dom men dom vägrar att betala tillbaka mina inställningar

Could you please answer the question from my last message?

"Do I understand correctly that you have had an account with Loki casino in the past and now you could open another account?"

Jag hade först hos joo casino som jag avsluta för spel missbruk och dom är syster casinon med loki casino samma adress och license

Sana, as I mentioned previously, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. These two casinos operate on the same platform, however, they are managed by different people. Not to mention that based on your conversations I assume that the issue occurred 3 years ago, and there is a chance that casinos currently may have completely different rules as well as owners.

I am afraid that there is not much more we could do to support your case here. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for understanding.

Dom skulle kunna vara snälla och vet tillbaka insättningarna från de andra konto jag öppna upp. Efter jag stängt mitt konto på de första casinot för spel missbruk

I apologize Sanna, but for the reasons mentioned above, we are not able to proceed with this complaint.

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 and we will try our best to help.