Loki Casino - Se ignora la solicitud de cierre de cuenta del jugador.

I signed up with this website and I asked numerous times for my account to be closed. I was told I had to send an email for this to be actioned and every time I got a response they would lure me back in with bonuses or free spins. It got to the point where I specifically asked for my account to be closed as I could not afford to play and it was causing me hardship but they would not close my account and continued to advise I take a break or if I wait then more bonuses will be available. I haven’t been treated fairly and I my requests have been completely ignored despite me telling them I cannot afford to play anymore. I have sent them an email to request a refund of the money I have deposited since I asked for my account to be closed. I am yet to hear from them

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Loki Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you set up any responsible gambling limits as suggested by the casino? Have you responded to the support's responsible gambling questionnaire? Could you please indicate when the communication you uploaded in the complaint happened?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?

If your account is currently open, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Loki Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@lokicasinoeu.com and a separate email to your VIP manager (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Player and AskGamblers Team,

We have carefully reviewed the communication history with the player. Initially, the player expressed general concerns about affordability and requested the account closure. In response, our support team provided information about responsible gambling tools, including limit-setting features, and also shared a Gambling Anonymous (GA) questionnaire to assess the situation more thoroughly. Unfortunately, we did not receive any reply to the questionnaire, and no clear indication of a gambling problem was given at that time.

At no point during the earlier correspondence did the player explicitly state that they were experiencing problem gambling. Once the player clearly communicated that they wished to permanently close the account due to gambling-related issues, the account was promptly closed in accordance with our Responsible Gambling policy.

Regarding the refund request: we regret to inform that a refund is not possible in this case, as all activity was conducted in line with our Terms and Conditions, which the player accepted upon registration.

We remain committed to promoting a safe and responsible gambling environment and take such concerns very seriously.

Kind regards,

Loki Casino Team

Hello,

In response to the email I would like to add that I asked for my account to be closed and this request should have been actioned without my needing to answer any additional questions or provide any further information. I was very clear in informing them that I could not afford to play and my request should have been actioned then.

I am not happy to settle with the complaint without any consideration for a partial refund of my deposits given that I asked for my account to be closed and this was not actioned.

I would like to proceed with my complaint, please advise me on how I can do this.

kind regards

Jamie

Dear Player,

Thank you for your response.

We fully understand your concerns and would like to clarify that, in accordance with our Responsible Gambling procedures, we are required to understand the reasons behind an account closure request — especially when concerns around affordability or well-being are mentioned.

At the time, we attempted to follow up and clarify the nature of your request, including providing responsible gambling tools and a GA (Gamblers Anonymous) questionnaire. Unfortunately, we did not receive a clear indication that you were experiencing problem gambling, nor a response to the questionnaire. As such, your account was not immediately closed while we awaited further clarification.

Once you clearly stated your wish to permanently close your account due to gambling-related concerns, we actioned this request without delay.

Best Regards,

Loki Casino Team

Hello,

I have looked at the emails where I requested twice for my account to be closed and I clearly stated it was becoming a problem. I mentioned this before your email and when I was asked if wanted to take a break or set a limit I then replied with no, I would like to close my account.

You have ignored my request for closure despite my very clear email in telling you I have a problem and you are trying to base this on the fact I didn’t tell you when you asked me at a later time, yet I told you before you even sent me the questionnaire you are referring to.

email one

Hello,

Please may I ask for my account to be closed as soon as possible. I am now concerned that I am spending too much money that I cannot afford.

Please can you action this as soon as possible.

Kind regards,

Jamie

email two

I completely understand where you're coming from, and l'd like to offer you some helpful alternatives.If you feel like you're spending too much, we can set a deposit limit for you.

This feature allows you to control how much you can deposit

— whether it's daily, weekly, or monthly - based on what feels right for you.It's a great way to stay in control while still enjoying the fun. Just let me know if you'd like to set one up, and I'll take care of it for you!

Kind regards,

Lea

VIP Department account manager

Email 3

Hello,

No thank you, I would like to close my account.

Kind regards,

Jamie

Email 4

Please close my account as soon as possible. I cannot afford to play anymore and it’s becoming a problem. 

I clearly stated on email one I could not afford to play and need my account closed. In email two you advised me to take a break or set a limit in which I responded in email three that I do not wish for this and just want my account closed. In email four after then still making several deposits I asked again for my account to be closed as soon as possible.

i should not have had to provide any further information to have my account closed but this was failed to be actioned and this is why I have asked for a refund of some of my deposits as you can clearly see that is unfair treatment towards the player.

My request was ignored and you allowed me to continue playing and taking my money.

Thanks to both parties for your replies.

Please note that if gambling problems are not disclosed, we believe that the casino proceeds according to its responsible policies, is an acceptable situation.

Not following up with the casino's responsible policy may cause the casino will not act to protect you.

Please let me know if there is any evidence I might not have taken into consideration or overlooked; otherwise, we might not assist you further with your refund request.

Looking forward to your reply.

Dear Jayda87,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru