FAQ

Troubleshooting

WHY IS IT THAT I CANNOT CONNECT TO OR OPEN A CASINO GAME?

Please check your internet connection and that you have the latest version of Adobe Flash installed. If the issue persist, please contact Customer Support.

THE WEBSITE OR GAMES ARE RESPONDING SLOWLY OR LOAD SLOWLY, WHAT CAN I DO TO SPEED IT UP?

If you have been experiencing a slow connection, please note that having several browsers open, music programs running or downloading files can all slow your computer and/or internet connection. Your local internet service provider may also be temporarily suffering from low bandwidth. Sharing your internet connection within your household and in your local area can also slow your connection speed. Another possible solution may be to restart your computer or mobile device.

I’VE CHANGED MY MIND, CAN I CANCEL MY BET?

No. Once you have confirmed your bet and it has been accepted by our server, bets cannot be cancelled.

IS THERE ANY MINIMUM AGE REQUIREMENT TO PLAY AT LOKI?

You must be at least 18 years of age to play on the LOKI site.

DO YOU ACCEPT DEPOSITS FROM MY COUNTRY?

If you are playing from a restricted jurisdiction, we may not be able to accept deposits from you.

CAN I HAVE MORE THAN ONE ACCOUNT?

No, only one account is permitted.

DO I NEED TO MAKE A DEPOSIT TO BE ABLE TO OPEN AN ACCOUNT AT LOKI?

No, not at all. You can play for fun on our website and as much and as often as you like. In order to be able to use our products in real money mode, you need to make a deposit.

DO YOU ACCEPT PLAYERS FROM ALL AROUND THE WORLD?

We accept players from a vast list of countries but it is down to local legislation if the country permit gambling and therefore we prohibit player registrations in certain countries. All countries from which we allow registrations can be found in the drop down menu in the registration form.

WHAT IS A CVV2/CVC2 CODE?

CVV2/CVC2 stand for “Card Verification Value/Code”. It is a code that is required as a security measure when making internet payments by credit card. The code consists of three digits and can be found on the back of your credit card.

WHAT IS AN IBAN, SWIFT CODE AND BIC?

IBAN stands for International Bank Account Number. Which you can use when making or receiving international payments. It consists of up to 34 alphanumeric characters. You can usually find your IBAN on your bank statement or directly from your bank. A swift code is a code that is unique to your branch of the bank (also known as a Bank Identifier Code or BIC). This code usually consists of either 8 or 11 alphanumeric characters. If you are in any doubt, please contact your branch to confirm the correct code.

HOW DO I OPEN AN ACCOUNT?

Simply click the ‘Join Now’ button, available in the header of any LOKI.com page to register. You will then be directed to the registration page. Please note that your username and your account currency cannot be changed at a later stage. Before submitting your details please make sure you declare that you are over 18 and agree to our “Terms and Conditions”. You can immediately log into your account on any page using your username and password.

HOW CAN I IDENTIFY TRANSACTIONS TO AND FROM LOKI ON MY CREDIT CARD OR BANK STATEMENT?

In most cases, deposits and withdrawals will be processed by Naspay. If the payment is processed by a third party, Naspay will not appear on the bank statement. If you do not recognize the company that appears on your bank/card statement, please contact support to confirm.

IS THERE A WAY FOR ME TO SET DAILY, WEEKLY AND MONTHLY DEPOSIT LIMITS?

You are able to set Daily, Weekly or Monthly Deposit Limits. These can be set within ‘My Account’ sub section ’Limits’. Limits can be amended at any time in the same section.

CAN I CANCEL SELF-EXCLUSION?

This is jurisdiction specific. Typically, self-exclusion can be reduced or canceled, however there are some jurisdictions where it is not allowed to cancel or reduce self-exclusion. Please refer to the Terms and Conditions to see which self-exclusion rules are applicable to you.

HOW DO I KNOW MY FINANCIAL AND PERSONAL INFORMATION IS SECURE?

We utilize the latest in industry approved Secure Sockets Layer (SSL) encryption technology to ensure any information you send to us is kept safe, secure and fully encrypted. SSL encryption is the same technology banks use to protect data. This means, your financial data such as credit card information and your personal data such as name, address and phone number, all are fully protected.

IS YOUR WEBSITE LICENSED?

Yes, our website is licensed. This is illustrated on the homepage of the website as well as in the Terms and Conditions, where information about the relevant license is provided.

HOW CAN I SELF-EXCLUDE?

Self-exclusion is treated differently, depending under which jurisdiction you are playing. Please refer to Terms and conditions on how to self-exclude.

WHAT HAPPENS WHEN THE SELF-EXCLUSION PERIOD ENDS?

This will differ from jurisdiction to jurisdiction, as self-exclusion is framed differently depending on which jurisdiction is applicable to you. Typically, when your self-exclusion ends, your account will be automatically reopened. In certain other jurisdictions, your account cannot be reopened, for your own protection, without positive action from you. Please read the Terms and Conditions for specific information on which self-exclusion rules are applicable to you.

CAN I USE MY CARD TO DEPOSIT INTO MY FRIEND’S ACCOUNT?

You cannot do this as this is deemed to be a third party transaction, which is not allowed.

WHICH CREDIT/DEBIT CARDS DO YOU ACCEPT?

We accept all Visa and MasterCard/maestro Credit and Debit cards as depositing methods, although there might be restrictions on withdrawals to MasterCard/Maestro card.

HOW DO I TRANSFER MONEY FROM MY BANK ACCOUNT?

Please click ‘Deposit now‘ and choose Bank transfers. Then follow the instructions on the screen.

I USED MY CREDIT/DEBIT CARD TO DEPOSIT, CAN I REQUEST A WITHDRAWAL BY ANY OTHER MEAN?

Our policy is to return the original deposit amount back to the card that is used for deposit and extra winning can be returned via other method. If the card does not accept withdrawal, your winning can be paid out via bank transfer but we might need you to provide some documentation.

WILL I BE CHARGED ANY FEES WHEN DEPOSITING INTO MY ACCOUNT?

Deposit fees will vary depending on your chosen method. Once you login to your account and click deposit button, you will see the fee displayed on the payment methods that are available to you, be aware your Bank may charge you a fee for their service.

WHICH DEPOSIT METHODS DO YOU HAVE AVAILABLE?

Once logged in, please click deposit button and you will see all of the payment methods available to you.

WHAT IS THE MINIMUM/MAXIMUM AMOUNTS THAT I CAN DEPOSIT AT A TIME?

The minimum deposit amount is €20 or your currency equivalent and the maximum deposit amount vary according to payment methods you used. Please click on Deposit once you login to see the maximum deposit amount.

CAN I USE MORE THAN ONE PAYMENT METHOD?

Yes, you can use several payment methods to fund your account.

CAN I GET MY WINNINGS PAID BACK TO MY CREDIT/DEBIT CARD?

Yes you can as long as it is the same card that you used to make your original deposit and the card is able to accept a withdraw back onto it.

HOW LONG DOES IT TAKE FOR MY DEPOSIT TO BE CREDITED TO MY GAMING ACCOUNT?

For most payment methods your deposit will be credited instantly. In the case of bank transfer this can take up to 7 days to be received from the bank, at which point we will credit your account.

DO YOU CHARGE ANY WITHDRAWAL FEES?

Once login, please click the withdrawal button and the fee will be displayed next to the methods that are available to you for withdrawal.

HOW CAN I MAKE A WITHDRAWAL FROM MY WEBSITE ACCOUNT?

You can initiate a withdrawal within 'My Account' by selecting the 'Withdraw' button.

ARE THERE ANY LIMITS ON HOW MUCH I CAN WITHDRAW AT A TIME?

Once login, click the withdrawal button and you will see the limit you can withdraw for the method you choose.

WHY CAN’T I CHOOSE BY WHICH METHOD I WANT TO GET PAID?

Due to anti money laundering laws, it is our policy to ensure the money is going back to the original source that made the deposit when possible.

HOW LONG DO WITHDRAWALS TAKE TO PROCESS?

Processing your withdrawal request as soon as possible is a top priority for us. However, due to certain security checks it can take up to 1 business day.

WHY IS MY PERSONAL INFORMATION REQUIRED? ARE MY PERSONAL DETAILS SAFE WITH YOU?

We need your personal details to confirm your identity, age, and address to be able to offer real money transactions and games to you. LOKI uses the newest and most advanced data encryption techniques to safeguard your personal detail.

HOW DO I KNOW MY MONEY IS SAFE?

All customer funds are held in a separate account with SATA Bank https://sata.bank/. This way your funds are completely ring-fenced and isolated from company funds and accounts. That means your funds are safe and always readily available for you to withdraw.

IS MY DATA SHARED OR AVAILABLE TO ANY THIRD PARTY?

For information on how your data may be shared and under which circumstances, please refer to our Privacy Policy.

I AM NOT GETTING A RESPONSE TO MY QUESTIONS WHEN I E-MAIL THE CUSTOMER SUPPORT TEAM?

We aim to reply to all customer support e-mails within a few hours. As some inquiries require a thorough investigation, response time may vary based on the nature of your e-mail. You will receive an e-mail confirmation from us when we have received your inquiry, to let you know we are working on an answer. If you find that you are not receiving the confirmation e-mail promptly after submitting your inquiry we would suggest that you have a look in your Junk Mail folder. We do not engage in the act of sending unsolicited e-mails however some aggressive mail filters may mistakenly identify our e-mails as spam and treat them as such.

WHY DOES MY CARD DEPOSIT GET DECLINED OR REJECTED?

This can happen for a number of reasons, for example, the most common of which is incorrect entry of card data upon registration. Additionally, your bank may decline a transaction themselves due to insufficient funds on your card, in which case you should contact the bank directly. Also, some banks maintain a rule that does not allow you to make direct deposits to online gaming sites. Another reason may be that your transaction may have triggered our risk rule. Our support can be helpful in finding other reasons why the deposit did not succeed and provide a solution. You may want to contact your card provider to check, or try one of our many other deposit methods instead.

I AM HAVING PROBLEMS ON THE REGISTRATION PAGE. NOW WHAT?

Please contact Customer Support Service at support@loki.com or via chat to assist you with the registration.

Payments

CAN I MAKE A WITHDRAWAL FROM MY ACCOUNT AND HAVE IT SENT TO SOMEONE ELSE?

No, this is deemed as a third party transaction and will not be permitted in any circumstance.

WHAT IS YOUR WITHDRAWAL POLICY?

Our policy is to ensure the money is going back to the original source that made the deposit when possible.

WHAT IS THE MAXIMUM AMOUNT I CAN WITHDRAW FOR CERTAIN PERIOD?

You can withdraw any amount from your account, up to your current available balance (excluding bonus funds) at any time. In case your total winnings exceed €25,000, we reserve the right at times to pay the amount to you in equal weekly instalments of €10,000.

Gameplay

WHERE CAN I FIND DETAILED INSTRUCTIONS ON HOW TO PLAY A GAME?

‘Game Rules’ for each game can be found when you open the game.

WHICH GAME PROVIDERS DO YOU USE?

We offer casino games from the most reputable casino game providers in the industry. You can browse through games from specific providers on the casino page.

HOW DO I KNOW THAT THE CASINO GAMES ARE FAIR?

Casino games are a game of chance and therefore a certain outcome is never guaranteed. What we can guarantee however is that the casino games are fair and to ensure this, we use a Random Number Generator which makes sure that each game round you play is unique. The casino slots in themselves have no memory which means that you could lose 3 times in a row as well as win 3 times after each other. This is what makes Casino Games so exciting, you never know beforehand if you will come out as a winner or not. Furthermore, all Live dealers are trained to professional casino standards and all tables are subject to 24-hour recording and monitoring.

CAN I TRY THE GAMES FOR FREE?

Yes, you can play the majority of games for free if you chose the ‘Play for Fun‘ mode.

CAN I REMOVE A BET AFTER PLACING IT ON THE TABLE?

Yes, before the game round has started it is possible to change or remove a bet.