The player from Germany had their account blocked without further explanation. We ended up closing the complaint as ‘resolved’ as the player eventually received his winnings.
Locowin Casino - Player’s account has been blocked.
Amount: €24,000
Locowin Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, everyone,
I have a total of around €24,000.00 in my Locowin account, and €20,000.00 are currently registered for payment. Since 05.05. the KYC is running. On 13.05. documents were requested again, which I received on 14.05. submitted later. Today my account suddenly got permanently blocked. The live chat doesn't want to give me any information.
Can you help me here?
Regards
Automatic translation:
Public
Public
2 years ago
Dear rgbyhv8hcy,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hello Petronela,
Thank you for your feedback.
I opened the account on March 31, 2022.
The verification is not yet complete. On 14.05. I submitted the documents that were requested for the SOW and yesterday I was no longer able to register.
I played slots and live games. I'm not aware of what multiplayer is.
It was all earned without a bonus.
Best regards
Automatic translation:
Public
Public
2 years ago
Translation
Hello Petronela,
I just sent an email with additional information
Best regards
Automatic translation:
Public
Public
2 years ago
Thank you very much, rgbyhv8hcy, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
2 years ago
Translation
Hello,
Yesterday I received the message that my account will remain permanently blocked, but they want to pay out my balance immediately. Most of them have already arrived today. When everything is there, I'll be happy to report back.
Automatic translation:
Public
Public
2 years ago
Hi rgbyhv8hcy,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Locowin Casino to the conversation to participate in the resolution of this complaint.
Public
Public
2 years ago
Hello rgbyhv8hcy,
We apologies for the delay in reply. Your account has been closed for security purpose without possibility to re-open it again.
We have processed all your pending withdrawal from our side. Your will be notified via email when the remaining amount will be processed.
Your patience will be greatly appreciated...!
Best Regards,
Locowin Casino.
Public
Public
2 years ago
Translation
Hello,
as of today, about 1/3 of the payments are still missing. The payout was confirmed to me on Tuesday last week. Now when can I expect the rest?
Best regards
Automatic translation:
Public
Public
2 years ago
Translation
To date, the remaining payment has still not arrived in my account.
Automatic translation:
Public
Public
2 years ago
Translation
The remaining payout still hasn't reached my account.
Automatic translation:
Public
Public
2 years ago
Hello rgbyhv8hcy,
As we could see that all your pending withdrawal have been processed from our side on 28/05/2022. The bank transfer takes 1-7 business working days depending upon the bank.
We request you to please confirm once you receive your money.
Best Regards,
Locowin Casino.
Public
Public
2 years ago
Translation
Hello, the rest of the payment arrived today. Thanks
Automatic translation:
Public
Public
2 years ago
Hello rgbyhv8hcy,
Thank you for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
