The player from Germany has been experiencing issues with verifying a credit card. The player later passed the verification and made a successful withdrawal. Therefore, we marked this complaint as resolved.
Locowin Casino - Player is struggling to pass the KYC.
Amount: €3,500
Locowin Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day,
my documents were verified a few days after receipt, except for my credit card. I should send them to their secure link. I sent in the pictures from their link and I always get the message (after which I have to ask in the chat a day later if the documents are all there) that I should not send the credit card via a private account and only via their link.
the first time i clamped my card and sent it via my email but the other 8x via their link provided to me. The chat employee can always see that my credit card has been received correctly and passes it on, but I always get the link and everything goes in circles again. My card has not been verified for days! The people from the chat room are very friendly and some of them speak German, otherwise they use a translator.
Automatic translation:
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2 years ago
Dear nenni12,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Do I understand correctly that verifying your credit cards seems to be the only obstacle standing between you and your winnings?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello, thank you for the quick feedback. At the moment the only problem seems to be verifying my credit card. What surprises me is that my bank card was easily verified.
Automatic translation:
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2 years ago
Thank you very much for your reply and emails, nenni12. Since it seems that your credit card has finally been received, let's wait for a few more days so the casino has enough time to review it. I will keep this complaint opened, so please, keep us updated in the meantime. If there is no development within the next 7 days, we will intervene. Thank you in advance.
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2 years ago
Translation
Below I always got where a window opened and you could add files. But the link was in the (paying) process. You have to come on it for now! The card has not yet been verified
Automatic translation:
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2 years ago
Hello nenni12,
We have received your documents successfully. We have forwarded your documents to our relevant department to verify.
We will get back to you as soon as your documents get verified or if we need any further documents to complete the verification process.
Your patience will be greatly appreciated..!
Best Regards,
Locowin Casino.
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2 years ago
Hello everyone,
Thank you Locowin Casino for helping us to resolve this complaint.
nenni12, hopefully, your account will be verified soon. Please keep us updated, so we can proceed accordingly.
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2 years ago
Hello nenni12,
This is to inform you that, your account has been verified and also we have processed your withdrawal from our side.
Please check and confirm so that we can close the complaint.
Best Regards,
Locowin Casino.
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2 years ago
Translation
Hi there,
The verification took longer than expected. Unfortunately, that was due to the link in the e-mail that was hidden for me. When everything was there, the verification took over 48 hours again. lasted After that it has again more than 48 hours. it took me a while to get paid. Not many are willing to leave their money behind for so long. I think it all has a system... so 👎🏻 Thank you very much for the support from the Guru team.
Automatic translation:
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2 years ago
nenni12, do I understand correctly that you have already received your withdrawal? Can we now consider this complaint resolved?
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2 years ago
Translation
Yes, please consider it deleted. Thanks for your quick help. I'm glad you exist.
Automatic translation:
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2 years ago
Awesome news, nenni12. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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