Locowin Casino - Pelaajan vetäytyminen on viivästynyt.

I have won a total of over € 20070 now I have emailed several times when my payouts will be processed! Monday I requested the first payment of 70 euros which has been pending since Monday! Every time I ask in the live chat, I am told that you are forwarding it to the finance team (apart from that, you wait a long time until you even get an answer in the live) that has been going on for 6 days, I also have my documents by email on Sent away on Monday but no reaction to that either, now I feel really ripped off, and ask myself do I get the money at all? I don't know who to turn to! Warm greetings

ich habe insgesamt über 20070€ gewonnen nun habe ich mehrfach per Email geschrieben wann meine Auszahlungen denn bearbeitet werden! Montag habe ich die erste Auszahlung von 70 Euro beantragt die nun seit Montag schon auf ausstehend steht ! Jedes mal wenn ich im live Chat nachfragen wird mir mitgeteilt das sie es dem finanzteam weiterleiten (mal davon abgesehen wartet man sehr lange bis man überhaupt eine Antwort im live bekommt) geht das schon seit 6 Tagen so, meine Dokumente habe ich auch per Email am Montag weg gesendet aber auch dazu keinerlei Reaktion, nun fühle ich mich echt verarscht, und frage mich bekomme ich das Geld überhaupt? Ich weiß nicht an wen ich mich wenden kann ! Liebe Grüße

Dear 46michelledunz92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, 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. However, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Petronela

Dear 46michelledunz92,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hey no, still not

Hey nein bislang immer noch nicht

Thank you very much, 46michelledunz92, for providing all the necessary information. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks very much!

Vielen Dank!

Hello 46michelledunz92,

I have reviewed your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Locowin Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Locowin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear 46michelledunz92,

I tried to contact the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling in the form or how the MGA responded (adam.m@casino.guru).

I wish I could be of more help.

Best regards,

Adam