Loki Casino - El jugador aún no ha recibido las ganancias.

I am submitting this complaint regarding Loki Casino due to a prolonged and unresolved withdrawal issue.

My withdrawal was confirmed and approved by the casino via live chat and email. After this approval, I was instructed to wait 2–3 business days for the funds to be credited to my bank account.

That timeframe has now clearly passed. Despite the approval, the situation remains unchanged. The withdrawal is still marked as "in process," no funds have been credited, and no transaction reference or proof of payment has been provided.

For approximately five consecutive days, I have received repeated and contradictory explanations from support, including technical issues, maintenance, waiting for the finance department, and repeated requests to wait another 24 hours. Each day, the same generic responses were given, while no actual progress occurred.

Due to the alleged technical issues, I explicitly requested an alternative withdrawal method more than 32 hours ago. This request was ignored, and no alternative solution was offered.

Support agents stated that they cannot provide concrete information, exact timelines, or escalate the issue to a responsible decision-maker or finance supervisor. Licensing information was also unclear and only vaguely mentioned when questioned, without providing a verifiable license number.

I am willing to provide full documentation upon request, including complete chat transcripts, emails confirming withdrawal approval, and screenshots of the unchanged withdrawal status.

This complaint is factual and based solely on my documented experience. I am requesting CasinoGuru’s assistance in helping resolve this matter and ensuring that my approved withdrawal is paid without further delay.

Important notice:

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Dear shinshan3000,

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 shinshan3000,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear shinshan3000,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla