Loki Casino - Výhry hráče z bonusové hry byly zabaveny.

I have a problem and wanted to ask if you can help me.

I made a deposit at LOKI Casino. I took advantage of the bonus and implemented it completely correctly. Stakes over € 1 were blocked by the casino. After the bonus was fully implemented, I increased my bets and won a total of € 1300. It is not stated in the AGBS of the casino that you cannot increase the stakes after the bonus amount has been implemented. I wanted to withdraw my money but the casino is now holding my winnings. I was only refunded my deposit of € 25 into my account. All attempts to clarify the case with customer service failed. You don't get a satisfactory explanation and simply refuse to pay my winnings. Documents were requested from the casino and I immediately sent them. None of this brought me anything.

I fully implemented the bonus and only later set higher amounts. In my opinion, the reasoning of the LOKI casino is not in the AGBS. Above all, higher stakes were initially blocked and later permitted. I feel cheated.

mfg Christoph Augustin

Ich habe ein Problem und wollte fragen ob Sie mir weiterhelfen können.

Ich habe beim LOKI Casino eine Einzahlung getätigt. Ich habe den Bonus in Anspruch genommen und diesen vollständig korrekt umgesetzt. Einsätze über 1€ waren hierbei von Seiten des Casinos gesperrt. Nachdem der Bonus vollständig umgesetzt war, habe ich meine Einsätze erhöht und insgesamt 1300€ gewonnen. Das man nach der Umsetzung des Bonusbetrages die Einsätze nicht erhöhen darf steht nicht in den AGBS des Casinos. Ich wollte mein Geld auszahlen aber das Casino behält jetzt meine Gewinne ein. Man hat mir lediglich meine Einzahlung von 25€ auf mein Konto zurückgebucht. Alle Versuche den Fall mit dem Kundendienst zu klären sind gescheitert. Man bekommt keine zufriedenstellende Erklärung und weigert sich einfach meinen Gewinn auszubezahlen. Dokumente wurden von Seiten des Casinos gefordert und ich habe diese sofort zugeschickt. Gebracht hat mir das alles nichts.

Ich habe den Bonus vollständig umgesetzt und erst später höhere Beträge gesetzt. Meiner Meinung nach steht die Argumentation des LOKI Casinos so nicht in den AGBS. Vor allem waren höhere Einsätze anfangs gesperrt und später gestattet. Ich fühle mich betrogen. 

mfg Christoph Augustin

Dear Christoph,

Thank you very much for submitting your complaint. I’m very sorry to hear about your unpleasant situation. I have checked bonus Terms and Conditions on the website and this is what I found: "Limitation of the maximum bet while wagering: EUR 1 / USD 1 / AUD 1.5 / CAD 1.5 / NOK 10 / PLN 4 / NZD 1.5 / CZK 25 / ZAR 15 / JPY 120 / KRW 1,300 / KZT 425 / 0,00015 BTC. * This restriction applies to all First Deposit Bonuses. For example, exclusive offers, Promo received by the Player by e-mail and others." I didn’t find any similar restrictions which would apply for regular play.

As you stated in your description, wagering requirements have been completed at the time when you increased your bet. Please could you confirm that you didn’t activate any other bonus subsequently? It would be very helpful, if you’d forward to me your player history demonstrating that you only increased your bet after the requirements for bonus wagering have been completed?

I hope I will be able to help you with this case as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thanks for working on my problem.

I can confirm that I have not activated another bonus.

In the game history, only the last 50 spins in the casino are listed. With these spins, of course, I played with a higher stake because the bonus has already been fully implemented. I can not answer whether the casino deliberately hides the previously made spins or whether they are simply not visible.

Kind regards

Danke für die Bearbeitung meines Problems.

Ich kann bestätigen, dass ich keinen weiteren Bonus aktiviert habe. 

In der Spielhistorie sind lediglich die letzten 50 Spins im Casino aufgelistet. Bei diesen Spins habe ich natürlich mit einem höheren Einsatz gespielt, da der Bonus ja schon vollständig umgesetzt wurde. Ich kann nicht beantworten, ob das Casino die vorher getätigten Spins absichtlich verbirgt oder diese schlichtweg nie zu sehen sind.

Freundliche Grüße

Dear Christoph,

Thank you very much for your quick reply. I contacted the casino regarding your issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.

Loki Casino, thank you in advance for your reply. 

Dear Christoph and Casino Guru Team,

We would like to shed a light on this situation.

In the first place, we want to inform you that player had 353 bets for the amount 1.50 EUR while he was wagering the bonus for the first deposit. According to our rule #1.5, p. FIRST DEPOSIT BONUS, limitation of the maximum bet while wagering is 1 EUR. The player can follow the information if his bonus is wagering in his profile. As the result, he was able to check if the bonus was wagering when he was making bets for amount greater than 1 EUR. As well, we encourage each player to get familiar with the rules before playing in the casino.

Due to the violation of this rule, all winnings were confiscated. However, player’s deposit was returned.

After the confiscation, we have immediately informed the player via email in English and provided his with the whole bets history in German after the player contacted us.

Moreover, on 11th January player asked for withdrawal, and we have almost instantly confirmed it.

Based on these facts, we state that this complaint is irrelevant.

Sincerely,

Loki Casino Team

Dear Christoph,

I’m sure that you checked casino’s reply. Unfortunately, I have to say, that the casino provided satisfactory evidence proving that you have exceeded the maximum bet during the bonus wagering. 

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise I will be forced to reject this complaint. Thank you for your understanding.

Dear Christoph,

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

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages. The player can reopen this complaint anytime.