Loki Casino - Η ανάληψη του παίκτη καθυστέρησε.

I am submitting this complaint regarding delayed withdrawals totaling €1,540 requested between 02.02 and 05.02.

All withdrawals were approved by the casino and are currently marked as "In Progress."

I have received multiple written confirmations from the VIP manager and finance department stating that the withdrawals were approved, that the funds have left their system, and that the transactions are in the "final stage of processing."

However, as of today (13.02), I have not received the funds in my bank account.

I have requested:

• The name of the payment provider

• A transaction/reference number

• A realistic timeframe

I have not been provided with this information.

The casino’s Terms & Conditions state that withdrawal processing time is 0–48 hours and bank transfers are generally completed within 3 banking days. The delay now significantly exceeds this timeframe.

I am requesting assistance in obtaining my approved withdrawals and clearer transparency regarding the payment status.

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Dear Nelsii,

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

Dear Nelsii,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for your message.

Unfortunately, I have still not received the withdrawal funds in my bank account, and there have been no new developments from the casino.

I appreciate your assistance in this matter.

Kind regards,

Nellie

This is what i received now:

Hello! The Casino is now asking me to cancel my withdrawals and request a crypto withdrawal - but i can physically not cancel withdrawals since they have been in progress for over two weeks now. I dont know why its so difficult with LOKI Casino

they are also saying random things in these emails and then reply with "sorry, i must have been a bit overworked"

Dear Player,

First and foremost, please accept our sincerest apologies for the inconvenience and frustration this situation has caused you. We fully understand how worrying it must be to experience such a significant delay, especially after receiving confirmation that your withdrawals had been approved and were in the final stage of processing.

Following a detailed internal review, we identified that the delay occurred due to issues on the payment provider’s side, which unfortunately extended well beyond the standard timeframe outlined in our Terms & Conditions. We truly regret that we were unable to provide clearer information regarding the provider details and transaction references at the time.

In order to resolve this matter as quickly as possible, we have now cancelled the pending withdrawals from our side. This was necessary so that you can submit a new withdrawal request using the alternative cryptocurrency method previously suggested by our team.

Please be assured that your funds remain fully available in your casino balance. Once you submit the new withdrawal request via the crypto method, it will be prioritised and processed as quickly as possible.

We sincerely apologise again for the delay and the inconvenience caused. Thank you for your patience and understanding. Should you need any assistance with submitting the new withdrawal request, our support team and VIP manager are ready to assist you immediately.

Kind regards,

Loki Casino Team

Hello Loki, and Karla,

I have now submitted a new withdrawal request via cryptocurrency as suggested by the casino.

At this stage, I am waiting for the crypto withdrawal to be processed and received.

I kindly ask that the complaint remain open until the funds are successfully received.

Kind regards,

Nellie

Dear Nelsii,

Dear Loki Casino Team,

Thank you both for your updates and cooperation in this matter.

Nelsii, thank you for confirming that you have now submitted a new withdrawal request via cryptocurrency as suggested.

Loki Casino Team, thank you for the clarification regarding the payment provider issue and for taking steps to resolve the situation by enabling an alternative withdrawal method.

At this point, I will keep the complaint open and wait until the end of the current timer to allow sufficient time for the crypto withdrawal to be processed and received successfully.

Please kindly inform us here in the thread as soon as the funds are credited. If everything is completed without further issues, we will be able to close the complaint accordingly.

Thank you both for your cooperation.

Karla

Hi Karla - thats exactly what I thought what was gonna happen. Loki unfortunately always does this and as you can see they didnt approve of it cos of their rule "You have to use the same method you used for depositing in order to withdraw"

Hey Karla,

they also blocked me to use their support on their website as well. I hope for your support here.

Dear Karla and Loki, here i have summarised everything:

Dear Loki Support Team,

I am writing to formally summarise the current situation regarding my withdrawal of €1,540, as the process has now become unnecessarily prolonged and inconsistent.

Timeline:

• 02.02 – 05.02: I requested withdrawals totaling €1,540.

• The withdrawals were marked as "In Progress" for over two weeks.

• I was repeatedly informed that the delay was due to the payment provider and that the funds were in the "final stage of processing."

• After more than 15 days, I was informed that the withdrawals had been cancelled due to provider issues and the funds were returned to my balance.

• I was then instructed to submit a new withdrawal via cryptocurrency, which I did as requested.

• The cryptocurrency withdrawal has now been marked as "Rejected," and the funds are once again back in my balance.

• Additionally, I am currently unable to access live support on your website.

At this stage, I am requesting the following:

• A clear and specific explanation for the rejection of the cryptocurrency withdrawal.
• Precise instructions regarding the correct cryptocurrency and network required to successfully process the withdrawal.
• Confirmation of any account restrictions beyond the cooling-off period that may be affecting my withdrawal attempts.
• A guaranteed priority handling of the next withdrawal request to prevent further delays.

This process has now exceeded two weeks and has involved multiple contradictory instructions, causing unnecessary stress and inconvenience.

I kindly request that this matter be resolved without further failed attempts.

I have attached screenshots documenting the full timeline for your reference.

Kind regards,

Nellie

I dont even know what to say

its getting really unprofessional and I require serious assistance here, I am at a point where I think I am being scammed and LOKI wont ever release my funds.

Dear Karla,

can I please have assistance or an update? This Casino is getting frustrated in the chat towards me now when I ask for updates and they're still holding onto my funds.

Dear Loki Casino Team,

Thank you for your previous responses.

However, the situation remains unresolved and has now become increasingly unclear. The player’s original withdrawals were marked as "In Progress" for over two weeks, then cancelled due to alleged provider issues. The player was instructed to submit a cryptocurrency withdrawal, which has now also been rejected.

At this stage, we kindly ask you to provide:

1. A clear and specific explanation of what is currently happening on your end regarding this withdrawal.
2. The exact reason why the player’s cryptocurrency withdrawal was rejected.
3. Clarification on whether there are any account restrictions, payment method limitations, or compliance-related issues preventing payout.
4. A concrete and realistic timeframe for when the €1,540 will be successfully processed.
5. Confirmation of the correct withdrawal method that will be accepted without further rejection.

The player has cooperated with all instructions provided so far. Repeated cancellations and contradictory guidance are understandably causing serious concern.

We kindly request a transparent explanation and a clear resolution plan so this matter can be concluded without further delays.

We look forward to your detailed response.

Karla

Dear Karla,

they have finally sent me the money, said nothing not even apologised and yeah - thats it, I am done with this Casino and requested a full account closure. I hope I can warn other players with this complaint.

Thanks for your time!

We would like to ask the 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’ which may negatively affect its rating.

Dear Karla,

I checked the information on this player. His account was successfully closed.

Kind regards,

Loki Casino Team

Very good reply Loki - i am a female + you didnt respond to anything about this complaint. Good job, you have just proven why players should stay away from your website

Thanks for your work Karla!

Dear Nelsii,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru