Locowin Casino - Player has been accused of playing a restricted game.

Hallo, ich habe 50 Euro mit einem 100 prozentigen Einzahlungsbonus bei der genannten Seite eingezahlt. Dann hatte ich 100 Euro Bonusmeilen zur Verfügung. Bin auf über 1000 Euro gekommen und wollte auszahlen… ging nicht, da Umsatzbedingungen nicht erfüllt waren… soweit so gut… weiter gespielt bis alles umgesetzt und freigeschaltet war… dann Auszahlung getätigt und dann kam die Nachricht ich hätte gegen bonusbedingungen verstoßen , weil och razors Shark gespielt hätte… das kann doch nicht rechtens sein… das Geld wurde komplett einkassiert und nur der Einzahlungsbetrag in Höhe von 50 Euro auf dem Konto gelassen… Gruß Nils

Dear Nils,

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 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.

Could you please advise if it was your first redeemed bonus in this casino?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Nick

Hallo Nick,

ja es war der 1. eingelöste Bonus und mir war zu keinem Zeitpunkt klar, dass ich gegen AGBs verstoße, da ich ohne Probleme spielen konnte und sogar angezeigt bekommen habe, wie viel ich noch umsetzen muss, um den Bonus in Bargeld zu verwandeln… Lieben Gruß Nils

Thank you Nils for providing additional information regarding the case. I will now forward your complaint to my collegue Viliam who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello Nils,

I looked at your complaint and will do my best to help you. I would like to invite Locowin Casino into this conversation. Casino, can you please specify what is the problem in this case?

We would like to ask the 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, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.