The player from Germany has been accused of breaking the T&Cs by playing a restricted game while completing bonus wagering. We rejected the complaint because the player didn't respond to our messages and questions.
Locowin Casino - Player has been accused of playing a restricted game.
Amount: €1,150
Locowin Casino
Safety Index:Above averageSafety Index
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7.0
Locowin Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I played with a bonus and requested a withdrawal of around 1150 euros. Unfortunately, the "forbidden games" with bonuses are not clearly displayed in this casino, so I played one of them. There I won about 200 of the 1150 euros. Upon withdrawal, all of my winnings were voided.
The casino deliberately sets a trap for the player in the hope that forbidden games will be played and does not point out at the start of the game that this may not be played under the bonus conditions. This is unfair terms to the player as it would be very easy to simply pop up a message advising the player that this bonus game is not allowed to be played. It would also have been possible to simply not include the game played in the bonus wagering requirements.
Classic case of losing is not always winning.
Automatic translation:
Public
Public
2 years ago
Dear r9r6hhqwqs,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe 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? Additionally, please forward any relevant communication between you and the casino to petronela.k@casino.guru.
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,
Petronela
