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The casino system allowed me to place the bet, the bonus was recorded as canceled due to withdrawal, and the finance department approved the payment and put it into process. Two days later, they manually and retroactively canceled it.

El sistema del casino me permitió hacer la jugada, el bono se archivó como cancelado por retiro y el departamento financiero aprobó el pago poniéndolo en progreso. Dos días después, de forma manual y retroactiva, me lo anulan

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Dear vstuck,

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

Dear vstuck,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Karla,

No, I haven't received a refund. In fact, the situation has worsened dramatically, and the casino has completely confiscated my winnings, leaving me with an unfair balance in my account.

The casino has sent me an email stating that they have manually cancelled my €345 withdrawal based on two arguments that are completely false and manipulated:

Chronological error / Lack of retroactivity: They claim I violated a bonus rule by placing a bet in the Sportsbook. However, I placed that €20 sports bet using my real money deposit BEFORE activating the casino bonus. A bonus cannot be applied retroactively to penalize bets placed when the promotion wasn't even active.

Invented limits: They claim the maximum allowed bet was an exact and absurd amount of €19.47 (because I bought a slot feature for €20), a rule that doesn't exist in their terms and conditions. Furthermore, their own software allowed unrestricted betting, and their finance department initially changed the status to "in_progress".

I've attached a screenshot of the official email I received from the casino as conclusive proof of this unjustified confiscation. I urgently need your help to contest this abuse. Thank you.

Hola Karla,

​No, no he recibido el reintegro. De hecho, la situación ha empeorado drásticamente y el casino ha confiscado por completo mis ganancias, dejándome un saldo injusto en la cuenta.

​El casino me ha enviado un correo electrónico indicando que han cancelado manualmente mi retiro de 345€ basándose en dos argumentos que son completamente falsos y manipulados:

Error cronológico / Inexistencia de retroactividad: Afirman que incumplí una norma del bono por apostar en Sportsbook (apuestas deportivas). Sin embargo, realicé esa apuesta deportiva de 20€ utilizando mi depósito de dinero real ANTES de activar el bono de casino. Un bono no puede aplicarse de forma retroactiva para penalizar apuestas realizadas cuando la promoción ni siquiera estaba activa.

Límites inventados: Afirman que el límite máximo de apuesta permitido era una cantidad exacta y absurda de 19.47€ (porque compré una función de slot por 20€), una regla que no existe en sus términos y condiciones. Además, su propio software permitió la apuesta sin restricciones y su departamento financiero cambió inicialmente el estado a "in_progress".

Adjunto la captura de pantalla del correo electrónico oficial que recibí del casino como prueba absoluta de esta confiscación injustificada. Necesito su ayuda urgente para disputar este abuso. Gracias.

Dear Karla,

I'm writing to update you on the status of my case. Today I received a new email response from the casino (screenshot attached).

As you can see in the image, the casino has once again sent me a generic template response. They continue to justify the confiscation of my €345 with general promotional rules, but deliberately avoid answering about the timeline of events and refuse to provide the timestamps I requested.

They still haven't shown the exact time the sports bet was placed with my real money in relation to the bonus activation. Given their lack of transparency and their refusal to provide my account's transaction history, I kindly request that CasinoGuru intervene directly to demand this information from them.

Sincerely,

Christian

Estimada Karla,

​Te escribo para actualizar el estado de mi caso. Hoy he recibido una nueva respuesta por correo electrónico por parte del casino (adjunto la captura de pantalla).

​Como puedes comprobar en la imagen, el casino vuelve a enviarme una respuesta genérica de plantilla. Continúan justificando la confiscación de mis 345 € con normas generales de promociones, pero evitan deliberadamente responder sobre la cronología de los hechos y se niegan a facilitar las marcas de tiempo (timestamps) que les he solicitado.

Siguen sin demostrar en qué momento exacto se realizó la apuesta deportiva con mi dinero real en relación con la activación del bono. Ante su falta de transparencia y su negativa a aportar el registro horario de mi cuenta, solicito amablemente que CasinoGuru intervenga directamente para exigirles dicho historial.

Atentamente,

Christian

Dear vstuck,

Thank you very much for your update.

To better understand your case, I would like to ask you a few additional questions:

• Could you please let me know which casino games you played while the bonus was active? If possible, please specify the game providers or the types of games (e.g. slots, live casino, table games, instant games, etc.).
• Do you have access to your casino game history or betting logs? If so, could you please send them to me? They may help us verify whether any restricted games were played.
• If you do not have access to your game history, do you have any screenshots or other evidence showing the bets you placed while the bonus was active?

This information will help me compare your gameplay with the bonus terms and determine whether any restricted games were actually played.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi, the screenshots I sent you show the €20 I deposited from my own pocket for sports betting, and the bonus money I received was played on a slot called Sea Men. I'm sending you a screenshot of the transaction now, and this is where they're refusing to pay me my winnings, even though it's not a banned slot.

Hola las capturas que te he mandado han sido los 20€ que he metido de mi bolsillo para hacer las apuestas deportivas y el dinero del bono que me han dado lo he jugado en una slot llamada sea men que ahora le mando una captura de la transaccion y aquí es donde ellos se niegan a pagarme mis ganancias cuando está no es una slot prohibida

Dear vstuck,

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 10+ 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 resolving any kind of issue 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.

Karla M.