Your Input Please Loki Casino what's going on?

[Paimonah]

I made my first deposit in 2016 and my second deposit in 2017 and played with the welcome bonus.
Loki Casino still offers the bonus for the third deposit on its homepage today (80% bonus + 80 free spins) which I wanted to take advantage of today!
Of course, I entered the required code for the third deposit when I made my deposit today!
But what can I say, the bonus and free spins weren't there!
I then went into the chat and asked if they could add the bonus and free spins to me manually, like it usually works.
The CSA have told that I was blocked for the bonus (without giving a reason).
The CSA was also told that it was too “complicated” with the bonus. And that he can't add it manually!
What's going on there? I've NEVER heard anything like that before, that a bonus is too "complicated"!!!
I thought to myself if he can't calculate the 80% of my deposit he should use a calculator, then it won't be complicated ;-)


Even the verification today was also the next problem. They wanted screenshots of things that I didn't use for my deposit today, but of the deposits from 7-8 years ago that I no longer use at all today.


What do you think I should do now? Just wait until I finally get an answer from the senior manager about the bonus? Because I don't want to simply bet my deposit 3 times and then lose it!
Because then they should at least be so “accommodating” and refund my deposit without any wager!


What do you think about that? Have any of you had such a problem?

 

[Paimonah]

First, yesterday the chat told me that they weren't allowed to give me reasons why I didn't receive the bonus, which I found very strange!
Today I was told that my "bonus limit" had been reached! PLEASE WHAT???

How can it be that my "bonus limit" has been reached when my last deposits were in 2016 and 2017???
I had only claimed the welcome bonus both times and didn't EVEN win anything from it!

Yesterday was my third deposit and now my “limit” has been used up?
I somehow can't believe that!

Can anybody help me further?

 

[jasonuk]

Sites generally have time limits for welcome bonuses - they can be capped in two directions:

• when the player registered (e.g. 7 days, 30 days, 90 days)
• when that welcome bonus is withdrawn by the casino

I did check their current terms, and I couldn't find any explicit mention of how long the welcome bonuses were available for. However, that doesn't mean that they have remained the same for the past 8 years, and any legacy offers would have lapsed after a grace period.

In any case, your welcome package should be based on what they offered in 2016 (assuming it hasn't lapsed, which it likely has) - rather than what they offer in 2024. If they want to offer goodwill and allow you to partake in the modern welcome bonus, they can - but they don't have to.

 

[Paimonah]

So in other words, am I really no longer entitled to the third welcome bonus?
So they don't seem to be "accommodating"!

It would also be interesting to know how often I have to use my deposit: what is in your conditions TODAY or what was in the conditions 8 years ago?
lol

The whole thing confuses me a bit

And yesterday it seemed like it was "TOP SECRET" why I didn't receive the bonus!

Why don't you just be transparent and explain why I'm not entitled to the welcome bonus?
But no, on the contrary, they first let the customer deposit in the belief that they will get a bonus.


"You just won't hear anything new from me, I can't give you a bonus in any way." ...
Those were exactly the words the employee told me in the chat today after asking WHY I can't get the bonus for the 3rd deposit, even though it's an offer on their homepage!

I find such answers even more than NAUGHTY!!!

 

[jasonuk]

It would also be interesting to know how often I have to use my deposit: what is in your conditions TODAY or what was in the conditions 8 years ago?

This is where it gets a bit confusing, because you would be bound by the current terms and conditions, but things like welcome bonuses tend to apply when you registered. In any case, if your account was inactive for 12 months they'll start charging you $10 a month anyway (section 4).

And yesterday it seemed like it was "TOP SECRET" why I didn't receive the bonus!

"You just won't hear anything new from me, I can't give you a bonus in any way." ...

I suspect it's more computer says no - the computer will have long forgotten about your welcome bonuses, and a lot of live support can only do what the computer tells them. Section 15 pretty much gives them the right to change the bonus policy rules at any time without notification - so that doesn't help your argument either.

This is why most sites will have a time limit for both claiming the welcome bonus and completing a bonus - to avoid headaches months or years down the line.

Section 14 does mention you can withdraw subject to a fee (which they don't quantify) - otherwise the 3xD wagering rule applies.

 

[Paimonah]

This is where it gets a bit confusing, because you would be bound by the current terms and conditions, but things like welcome bonuses tend to apply when you registered. In any case, if your account was inactive for 12 months they'll start charging you $10 a month anyway (section 4).




I suspect it's more computer says no - the computer will have long forgotten about your welcome bonuses, and a lot of live support can only do what the computer tells them. Section 15 pretty much gives them the right to change the bonus policy rules at any time without notification - so that doesn't help your argument either.

This is why most sites will have a time limit for both claiming the welcome bonus and completing a bonus - to avoid headaches months or years down the line.

Section 14 does mention you can withdraw subject to a fee (which they don't quantify) - otherwise the 3xD wagering rule applies.

Thank you for clarifying my questions!
I would have liked answers like that from the CSA and not such cheeky and clueless answers, without any explanation as to why, why and wherefore!

Be that as it may, customer service is an absolute NO-GO in this regard!!

I just wanted to find out in the chat the reason for not receiving my bonus - nothing more and nothing less! And don't be treated like everything is TOP SECRET.

Something like that is scary!!

 

[Paimonah]

Of course I now had to wager my deposit 3x, what else?
Of course I'm not happy that they don't show any "goodwill"!

The next topic was the question about the minimum withdrawal after making my deposit: The CSA told me it was €20, but my software even shows a minimum withdrawal of €100!
After asking how something like this could happen, the CSA said to me: "Sometimes the minimum withdrawal amount changes."

PLEASE WHAT??? Does the amount change from customer to customer, by day of the week or by beauty? What is this arbitrariness about?
It's unbelievable that the CSA doesn't know their own T&C's, just sad!
In the terms and conditions it says €30 for withdrawal, which I still have now, but my software still shows €100!
That can't be true and what should you think of it???

I just advise everyone who wants to play in this casino to stay away from it, because: 1.) Clueless, incompetent employees who show no “goodwill” at all!
2.) Software display does not comply with the terms and conditions.
3.) A CSA in the chat who claims to be the “manager” of the casino, but who has ZERO competence!

Please stay away from here and be warned!