Locowin Casino - Pelaajan kotiutus on takavarikoitu.

Hello,

I'm filing a formal complaint against LocoWin Casino. I won €500 after meeting all bonus conditions, and the casino unfairly canceled my withdrawal, citing alleged violations that weren't clearly stated and that the system never blocked or warned about.

I explain the facts step by step:

I activated a €20 bonus. I reached €20, which activated a €40 bonus.

I played CrazyTime and then roulette, increasing my balance to over €700. But during this time, the system displayed "€0.00 / €720" in the bonus bar, so those plays didn't count toward clearing the bonus.

While researching how to clear the bonus, I discovered that slots did count, so I started making €4 spins. That's when the bonus progress began to advance, confirming that it hadn't previously been affecting the conditions.

In that process, I won a prize of over €300, completed the €720 bonus requirement, and the system allowed me to withdraw €500.

I passed the KYC verification process without any issues. The withdrawal was initially approved.

A few days later, LocoWin sent me an email saying that they were cancelling my €500 withdrawal because (according to them) I had played games that were not allowed or had exceeded the maximum amount per spin.

They did not warn us about this at any point, nor did the system block these actions.

The system only started counting the bonus when I started making valid spins.

I was never warned that the withdrawal could be reversed nor was I given any option to correct anything.

Therefore, I consider that I have met all the visible and valid conditions, and that my withdrawal has been canceled in an unfair, confusing, and abusive manner. The casino's technical system does not protect the user or warn them if they do something supposedly prohibited.

I request your help to mediate this case and recover the money I earned legitimately and by playing as the system allowed.

I can send all the screenshots and evidence that are required.

Thank you for your time.

Ivan H******* L*******

i***********@gmail.com

Hola,

Estoy presentando una reclamación formal contra el casino LocoWin. He ganado 500€ tras cumplir con todas las condiciones del bono, y el casino ha decidido cancelarme el retiro de manera injusta, alegando supuestas infracciones que no estaban indicadas claramente, y que el sistema no bloqueó ni advirtió en ningún momento.

Explico los hechos paso a paso:

Activé un bono de 20€. Llegué a los 20€, lo que activó un bono de 40€.

Jugué en CrazyTime y luego en ruleta, subiendo mi saldo hasta más de 700€. Pero durante todo ese tiempo, el sistema marcaba "0,00€ / 720€" en la barra del bono, por lo tanto, esas jugadas no estaban contando para liberar el bono.

Investigando cómo liberar el bono, descubrí que las tragaperras (slots) sí contaban, así que empecé a hacer tiradas de 4€. Ahí sí empezó a avanzar el progreso del bono, lo que confirma que anteriormente no estaba afectando las condiciones.

En ese proceso gané un premio de más de 300€, completé los 720€ requeridos en el bono, y el sistema me permitió hacer un retiro de 500€.

Pasé el proceso de verificación KYC sin problemas. El retiro fue aprobado en un primer momento.

Días más tarde, LocoWin me envía un correo diciendo que me cancelan el retiro de 500€, porque (según ellos) había jugado juegos no permitidos o había superado el importe máximo por tirada.

Eso no lo avisaron en ningún momento, ni el sistema bloqueó esas acciones.

El sistema solo empezó a contar el bono cuando empecé a hacer las tiradas válidas.

Nunca me advirtieron de que el retiro pudiera ser anulado ni me dieron opción a corregir nada.

Por tanto, considero que he cumplido con todas las condiciones visibles y válidas, y que el retiro me lo han cancelado de forma injusta, confusa y abusiva. El sistema técnico del casino no protege al usuario ni advierte en caso de hacer algo supuestamente no permitido.

Solicito su ayuda para mediar en este caso y recuperar el dinero que gané de forma legítima y jugando según lo que el sistema permitía.

Puedo enviar todas las capturas y pruebas que se requieran.

Gracias por su atención.

Ivan H******* L*******

i***********@gmail.com

Dear hidaalgxx,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re facing with your withdrawal and allegations of bonus misuse, and I completely understand how concerning this situation must be for you.

Unfortunately, we have received numerous complaints from this particular gambling establishment. Despite our repeated attempts to engage with the casino and seek resolutions for affected players, they have chosen to adopt a No-Reaction Policy, meaning they do not respond to our mediation efforts.

I can only imagine how frustrating it must be to wait for your winnings without any clear updates. I sincerely hope that the casino will process your payment soon. In the meantime, could you please forward a screenshot of your communications with the casino to katarina.d@casino.guru? This will help us document your case more thoroughly.

Thank you for your cooperation. I appreciate your patience and will do my best to assist you.

Best regards,

Katarina

Dear hidaalgxx,

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,
Katarina
Casino.Guru