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Dear DariuszGie,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Update email from locowin...

Hello, Dariusz,

​

We hope this email finds you well.

​

Please be advised that, after reviewing your account, we have confirmed that you cancelled the withdrawal number 28188843 for the amount of 280 euros. The funds were refunded to your player account on 15.10.2026 at 23:16 CET, and you subsequently used these funds to play. According to your account history, you began playing the game Life and Death.

​

Unfortunately, once you begin to use the funds, it is not possible to process the request.

Thank you for the updates and for sharing the casino's response. I understand your concern, especially since you believe that your withdrawals were cancelled and your balance decreased without your authorization.

According to the casino, your €280 withdrawal was cancelled, the funds were returned to your account, and they were subsequently used to play the game Life and Death. However, you have stated that you did not perform these actions.

To help us investigate further, could you please clarify the following:

• Have you experienced any similar account access problems before? Were you able to regain access to your account, and did you change your password?
• Could you please provide a screenshot of your gameplay history covering October 14–16, 2026, showing the dates, times, and amounts of the bets?
• What happened to your second withdrawal of €180? Did the casino provide any explanation for its cancellation?
• Have you reported the suspected unauthorized account access and the technical glitch to the casino? If so, please share screenshots of their response.

Please understand that the unusual dates and payment method displayed in your transaction history do not necessarily prove unauthorized activity. We need to review the transaction and gameplay records to better understand what happened.

Thank you for your cooperation.

Dear Mediator,

​Thank you for taking my case. Here are the clear answers to your questions:

​1. Account Access & Password:

​No, I have never experienced any account access issues prior to this event.

​On the night of the incident, I was unexpectedly logged out and could not log back in with my password.

​I was forced to use the "Forgot Password" / recovery process to regain access. Once I logged back in, my balance had dropped to €42.12.

​2. Gameplay History (Oct 14–16, 2026):

​I am attaching/will provide screenshots of my Bet/Game History for October 14–16, 2026.

​As you will see, there is an abrupt disruption during the time I was locked out.

​3. The Second Withdrawal (€180):

​The casino has completely ignored my questions regarding the second withdrawal of €180.

​Both withdrawals (€280 + €180 = €460 total) were cancelled simultaneously with the exact same database errors (transaction_date_invalid and year 1899). The casino only addressed the €280 request to claim I played it away, while providing zero explanation for the remaining amount.

​4. Reporting to Casino & Their Response:

​Yes, I reported both the technical glitches and suspected unauthorized access to Locowin via Live Chat and Email multiple times.

​Their live chat bot puts players in an infinite loop without connecting to a human agent, and their email support sent template responses ignoring the 1899 errors and the unauthorized Pay By Crypto method.

​Regarding the 1899 date and Pay By Crypto:

I understand that database glitches happen, but please note:

​I have NEVER used Crypto; my deposits were via standard options (SOFORT).

​The cancellation occurred on a method I don't own, during a timeframe when my credentials were invalidated, and resulted in a direct loss of €460.

​I kindly request CasinoGuru to ask Locowin for the IP address logs for the login session on Oct 15, 23:16 CET, to compare it with my standard autho

Dear DariuszGie,

Unfortunately, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 20+ cases closed as "No Reaction Policy," which clearly shows that it is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could change the casino’s approach.

Regrettably, we have no other choice since it seems to be a common practice for Locowin Casino to completely ignore our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives, as well as with affiliate team members. Unfortunately, all efforts to resolve any issues have died as the complaints grew in numbers. We strictly recommend staying away from Locowin Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Best regards,

Jean