The player from Germany had experienced KYC issues. He had trouble verifying his address due to regional issues, his ID had expired for which he had applied for a new one, and his credit card, being transparent, did not have a field for the signature. However, due to the casino's history of non-cooperation, we were unable to proceed with the complaint and had to mark it as 'unresolved'. This had the potential to affect the casino's overall rating, potentially encouraging them to change their approach.
Locowin Casino - Player is stuck with KYC process making withdrawal impossible.
Black points: 154
Amount: €650
Locowin Casino
Safety Index:Above averageSafety Index
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7.0
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Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
KYC Issues.
Hello,
Initially, I was asked to verify my address with the Casino: Locowin.com. A rental contract was not accepted as a document. They recommended a "Bank Statement" as an alternative. However, my online bank was not approved. Yet, it's the same bank I use to make deposits. Additionally, the document should not be more than 3 months old. However, in Germany, we only get utility bills or heating cost bills once a year.
My ID has to be verified in order to make withdrawals. Unfortunately, my ID had expired. Hence, I've applied for a new one at my local city hall and will be submitting it soon.
In addition to this, I was asked to also verify my credit card - specifically, the signed back of it. The problem is, I have a transparent card that has no field for a signature.
How can this be resolved? How can I access my winnings?
Could a pension statement be considered a valid document?
Overall, accessing my winnings appears to be very difficult. I constantly have to check whether my documents have been received to expedite their processing.
The Chat is very friendly but offers little help.
Best Regards,
Automatic translation:
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1 year ago
Dear Kassini25,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do you have any alternative ID such as a passport or driver's license? If yes, I would suggest that you provide that instead of your expired ID. Have you at least tried to verify your card together with an explanation of the missing signature to the casino?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Good afternoon and thank you for the answer.
Unfortunately, I don't have a driver's license or a valid passport at the moment. However, a new one has been applied for and will then be submitted immediately. The most I can submit is a temporary ID, but I'm afraid it won't be accepted.
The credit card has now been signed by me without the field and has been submitted. In this case, I am waiting for a response from the casino's KYC department.
The pension decision was rejected because the date was too long ago. I have now requested a new one. I only get my electricity bill online in a portal that is not accessible. I will ask there today whether the energy supplier will send me a document.
Unfortunately, it is difficult for some people to pass the KYC. Due to the limitation of accepted documents. Not everyone receives a monthly electricity or gas bill.
Best regards
Automatic translation:
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1 year ago
Dear Kassini25,
Unfortunately, we have come to the 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 15+ 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 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, we have no other choice since 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 resolving any kind of issue have died as the complaints grew in numbers. I can only suggest you submit the complaint to the MGA (the casino's regulator).
You can fill-up the form here:
https://www.mga.org.mt/support/online-gaming-support/
I wish I could be of more help.
The casino can reopen this complaint anytime.
