Locowin Casino - Pelaajan kotiutus on viivästynyt.

I am a VIP player on Locowin. Last Saturday, March 14th, at 5:00 AM, I won €19,280 in real money (no bonus funds) playing Sugar Rush. Immediately after winning, and following Responsible Gaming guidelines, I requested a full withdrawal and automatically froze my account to secure my funds.

Chronological facts and attached evidence:

Saturday 14th (5:00 AM): Winnings, withdrawal request, and immediate self-exclusion. Despite the account being frozen, the casino contacted me to initiate KYC, demonstrating that they could handle my case.

Monday 16 (00:48 AM): My account is officially verified (KYC), as shown in the screenshot Screenshot_20260316-004804.png.

Tuesday, March 17 (1:10 PM): The casino confirms in writing (Screenshot_20260317-131055.jpg) that processing takes a maximum of 48 hours. That deadline expired yesterday, Wednesday, March 18, at 1:10 PM.

Wednesday 18 (1:13 PM): Just as their own deadline expires, they send an email (Screenshot_20260318-131340.jpg) talking about "10 additional days", invalidating their previous promise without justification.

Malpractice: It is unacceptable that, with the account frozen since Saturday by my own will to no longer play, the casino continues to send me advertising for "171 free spins" (Screenshot_20260318), trying to incite me to play instead of fulfilling its legal obligation to settle the balance of a closed/frozen account.

Conclusion: My money has been blocked for 6 days following a voluntary self-exclusion and successful KYC verification. I gave Compliance a 12-hour grace period after emailing them today at 10:27 AM. I request CasinoGuru's urgent intervention to ensure Locowin processes the manual payment of my €19,280, as their current actions constitute unlawful withholding.

Soy un jugador de nivel VIP en Locowin. El pasado sábado 14 de marzo a las 5:00 AM obtuve un premio de 19.280€ con saldo real (sin bonos) en el juego Sugar Rush. Inmediatamente después de ganar, y siguiendo las directrices de Juego Responsable, procedí a solicitar el retiro total y a auto congelar mi cuenta en ese mismo instante para asegurar mis fondos.

Hechos cronológicos y Pruebas adjuntas:

Sábado 14 (05:00 AM): Ganancia, solicitud de retiro y autoexclusión voluntaria inmediata. A pesar de estar la cuenta congelada, el casino me contactó para iniciar el KYC, demostrando que podían gestionar mi caso.

Lunes 16 (00:48 AM): Mi cuenta es oficialmente verificada (KYC), como se muestra en la captura Screenshot_20260316-004804.png.

Martes 17 (13:10 PM): El casino confirma por escrito (Screenshot_20260317-131055.jpg) que el procesamiento tarda un máximo de 48 horas. Ese plazo venció ayer, miércoles 18, a las 13:10.

Miércoles 18 (13:13 PM): Justo al vencer su propio plazo, envían un correo (Screenshot_20260318-131340.jpg) hablando de "10 días adicionales", invalidando su promesa anterior sin justificación.

Mala praxis: Es inaceptable que, con la cuenta congelada desde el sábado por mi propia voluntad de no jugar más, el casino me siga enviando publicidad de "171 tiradas gratis" (Screenshot_20260318), intentando incitarme al juego en lugar de cumplir con su obligación legal de liquidar el saldo de una cuenta cerrada/congelada.

Conclusión: Llevo 6 días con el dinero bloqueado tras una autoexclusión voluntaria y un KYC aprobado. He dado un margen de 12 horas tras mi correo a Compliance hoy a las 10:27 AM. Solicito la intervención urgente de CasinoGuru para que Locowin procese el pago manual de mis 19.280€, ya que su actitud actual es de retención indebida.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Lokotron360,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Nevertheless, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of the many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.

Could you please forward a screenshot of your withdrawal request to veronika.f@casino.guru?

Thank you in advance for your cooperation and reply.

Best regards,

Veronika