Locowin Casino - Pelaajan voitot on takavarikoitu.

Hello good,

Last Saturday, I made a €50 deposit at locowin. I received a bonus and played normally. I was lucky and won over €2,000 by converting the bonus balance into real money. I tried making two €30 withdrawals to check if they worked, and both times I received an email from locowin stating the following:

We are writing to you regarding your withdrawal request of €30. Unfortunately, we had to decline your withdrawal due to a breach in our Terms & Conditions by playing restricted games during bonus rollover.

I've reviewed the terms and conditions and haven't won on any games prohibited during the bonus period. They won't allow me to withdraw my money, and they've also removed all the winnings from my account, leaving me with only the initial €50.

Buenas,

El sabado pasado hice un deposito de 50€ en locowin. Me dieron un bono y juegué con normalidad. Tuve suerte y gané mas de 2000€ convirtiendo el saldo de bono en saldo real. He intentado hacer dos retiros de 30€ para comprobar si el retiro funcionaba y las dos veces he recibido un mail de locowin indicando lo siguiente:

We are writing to you regarding your withdrawal request of €30. Unfortunately, we had to decline your withdrawal due to a breach in our Terms & Conditions by playing restricted games during bonus rollover.

He revisado los terminos y condiciones y no he ganado en ningún juego no permitido durante bonos. No me quieren hacer el retiro de dinero y además me han quitado todos lo beneficios de mi cuenta, dejandola con solo los 50€ iniciales.

Dear sbn093,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Did the casino inform you which game was restricted? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

At no point was I informed that I was playing a restricted game, either when I received the bonus or when I started playing. This is the second bonus I've received from locowin. I won the first bonus I received, only to lose everything I had won.

I agree with you, blocking restricted games during the bonus period solves the problem, but apparently the casino isn't interested in that.

Furthermore, the email doesn't tell me which restricted game I played. Add to that the fact that all my benefits, earned from multiple games, not just one, have been revoked.

I look forward to your response and thank you in advance for your help.

En ningún momento se me informó de que estuviera jugando a un juego restringido, ni al recibir el bono ni al empezar a jugar. Es el segundo bono que recibo de locowin. El primer bono que recibí gané para después perder todo lo que había ganado.

Estoy de acuerdo contigo, si bloqueas los juegos que están restringidos durante el bono se soluciona el problema, pero por lo visto el casino no tiene interés en eso.

Además, en el mail en ningún momento se me indica cual es el juego restringido que he jugado. Y a todo eso súmale que me han retirado todos los beneficios, conseguido en varios juegos, no solamente en uno.

Quedo a la espera de respuesta y gracias de antemano por la ayuda.

Dear sbn093,

Unfortunately, we have come to a point where we are not able 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 one has 50+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand 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 ignore us completely in 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 kind of issue have died as the number of complaints grew. We strictly recommend staying away from Locowin Casino. I wish I could be of more help.

I would recommend you undergo the casino's dispute process, you can read about it here first:

https://www.locowin.com/terms-and-conditions (point 10.)

If you end up contacting the casino regulator, feel free to take advantage of our article on how to do so here: https://casino.guru/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.