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I signed up for a new account and deposited 30 eu with a welcome bonus. I have read the bonus terms and conditions because I've been playing for a long time and I know that this is necessary. I have implemented the bonus and requested 2 withdrawals of 350 eu and 500 eu, and had about 160 eu left to play yesterday, suddenly while playing I had only 30 eu left. I was frightened and immediately checked my emails, and there was the email from the casino where it said that you violated the bonus conditions because you were with a activen bonus reactoons and reactoons 2, and that this is strictly forbidden. I knew that this was forbidden, I had saved the list of prohibited games. I had played these games when my bonus was implemented. I would like to prove that , but when I log in and go to my bets, there are over 800 pages. The strange thing is, I only get to 500. You can't even start at the back of 800. So it's impossible for me I have to prove this.But with 100% certainty I know I did not play these 2 games with bonus money.

Ich habe mich neu angemeldet und 30 eu eingezahlt mit einem willkommensbonus.Habe mir die bonusbedingungen durch gelesen,da ich schon länger spiele und ich weiß das dieses nötig ist.Den Bonus habe ich umgesetzt und 2 auszahlungen von 350 eu und 500 eu beantragt,und hatte noch circa 160 eu zum spielen gestern,Auf einmal beim spielen hatte ich nur noch 30 eu.Hatte mich erschrocken und sofort meine emails nachgeschaut,und dort war die email vom casino wo drin stand,sie haben die bonusbedingungen verletzt,da sie mit einem activen bonus reactoons und reactoons 2 gespielt haben,und das dieses strengstens verboten ist.Das diese verboten war wußte ich ja,ich hatte die liste der verbotenen spiele gespeichert.Ich hatte diese spiele gespielt,als mein bonus umgesetzt war.Das würde ich gerne beweisen,aber wenn ich mich einlogge und auf meine wetten gehe,da sind dort über 800 seiten.Das komische ist,ich komme nur bis 500.Ganz hinten von 800 kann man garnicht erst anfangen.Also ist es für mich unmöglich dieses zu beweisen.Aber mit 100%ter sicherheit weiß ich ich habe diese 2 spiele nicht mit bonusgeldern gespielt.

Dear Saskia,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you also tried asking the casino to provide you with the whole game history?

Is there any other relevant communication between you and the casino regarding this issue? If yes, please forward it to my email address kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello, yes I immediately wrote an email to the casino yesterday that I would like to see the complete betting history. Lg s ***

Hallo.Ja ich habe gestern sofort eine email an das casino geschrieben das ich den komplette wettverlauf gerne einsehen möchte.lg s***

Thank you for your reply, Saskia. Let's give it a few more days and if the casino doesn't provide you with the game history, we will intervene.

Hello. Yes, thank you, that's nice. I tried again today to track the stakes on the casino page, but you can only get to the stakes where you played with real money. To be honest, I find that very strange

Hallo.Ja danke das ist nett.Ich habe heute nochmal versucht den wetteinsatz auf der casino Seite nach zu verfolgen,aber man kommt nur bis zu den Einsätzen,wo man mit Echtgeld gespielt hat.Das finde ich ehrlich gesagt sehr merkwürdig.lg

Hello. I logged in again today to check the progress, but you can only get to page 500 of 800. I wrote to the casino again yesterday, got no answer, only emails for bonuses

Hallo.Habe mich heute nochmal eingeloggt um den Verlauf zu überprüfen,aber man kommt nur bis Seite 500 von 800.habe das casino gestern auch noch mal angeschrieben,bekomme keine Antwort,nur emails für Bonusse

Thank you very much Saskia for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Saskia,

I'm Nick and I'll be assisting you from now on in your issue. I would like to ask Locowin Casino to join us and help us resolve the player's issue.

Yes, I'm curious if the answers

Ja bin mal gespannt ob die Antworten🤣

We haven't receive any respond from the casino yet. Please note that if we won't get any respond within the next 7 days the complaint will be closed as unresolved and may negatively affect the casino's rating.

That was clear to me. They also didn't send me the betting history. Would like to go to the lawyer, but the 1000eu value in dispute costs the lawyer alone. That's why I don't care, look elsewhere for well-rated casinos, because I can't at all understand that they don't even give an answer here, and that this casino still gets a good casino rating here.

Das war mir klar.Die haben mir den Wettverlauf auch nicht zukommen lassen.Würde gerne zum Anwalt gehen,aber die 1000eu Streitwert kosten schon alleine den Anwalt.Deswegen ist es mir egal,gucke auch woanders nach gut bewerteten Casinos,denn ich kann überhaupt nicht verstehen das die noch nicht mal hier eine Antwort geben,und das dieses Casino trotzdem hier eine gute Casino Bewertung bekommt.

Dear Saskia,

As you can see the casino did not respond to us at all. We will be now unfortunately forced to close the complaint as unresolved, which may however negatively affect the casino's rating. I'm really sorry that we could not help you more resolving this issue. I'm also not sure if it's worth a lawyer to get involed as the cost might be even higher. You can however still try to contact the licencing authority of the casino which might be able to help you out. Good luck and do not hesitate to contact us if you will come across any other trouble in the future, we will try our best to help you.

Best regards,

Nick

Casino.guru