The player from Germany has been accused of breaking the T&Cs by playing a restricted game while completing bonus wagering. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy”.
Locowin Casino - Player has been accused of playing a restricted game.
Black points: 96
Amount: €1,680
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
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 year ago
Public
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1 year ago
Translation
Hello,
I find Locowin's approach more than outrageous and am very disappointed! As a longtime, loyal player, I didn't expect something like this!
I know there are rules. These include, among other things, a list of blocked games. Unfortunately I didn't see the game "Razor Shark" right away, but we live in the year 2023 and it should be possible to implement a pop-up or an error message that warns you that the game is blocked or you doesn't even get to open the game.
I briefly played a few rounds in the Razor Shark game at 50 cents and didn't make any profit from the spins either.
I have already contacted the mga (Malta Gaming Authority) and filed a complaint there as I think it is a trap . There are enough other casinos where you can't play locked games at all. You are deliberately allowing locked games to be played with bonus money during the wagering period
Never won so "high" and mostly just paid in.
There is a possibility of goodwill and I sincerely hope that Locowin will take a look at the whole thing again, because that's not how you deal with loyal players.
Automatic translation:
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1 year ago
Dear Blanche,
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?
Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Dear Petronela,
I was not warned by the software when accessing any of the restricted games and it was not my first bonus that i redeemed in this casino.
Best regards
Blanche
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1 year ago
Dear Blanche,
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. 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, it seems to be a common practice of Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous 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 complaints grew in numbers. We strictly recommend staying away from Locowin Casino. I wish I could be of more help.
