The player from Germany has been blocked without further explanation. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
Locowin Casino - Player's account has been blocked.
Black points: 625
Amount: €10,000
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
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello,
I've had a payment of €10,000 from locowin since September. They wanted 3-4 bank statements. They wanted to know from me where the money I paid in came from.
I did everything, everything was proven and after 1 month I was finally fully verified and as a thank you my account was blocked for "security reasons". My payout was approved and processed on October 27th. It should take up to 3 working days, ok no problem. I write with the live chat on the working day. Does it mean 5-6 working days, it can take 10 normal days. I should wait until Monday (07.11) and if not then report back and send the account statement.
now they tell me in the live chat they can't help me because they can't access my data. I should write an email.
Wrote an email telling me to wait another day, then send my account statement as proof that I haven't received the payment from October 27th to November 8th.
The best thing about it is that in Germany you get the bank statement for November, not until December. It is therefore impossible to send them bank statements from 01.11-08.11. Should I wait another month?
They don't accept mouth screenshots from online banking
I'm about to report the mga malta site
I can no longer add attachments but that should be enough as proof
Automatic translation:
Public
Public
2 years ago
Dear tamer9o,
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. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?
Do I understand correctly that you currently don't have access to your account?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
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2 years ago
Translation
Hello Kristina,
-no, this is my first payout and I had already applied for it in September -no bonus, never had anything to do with a bonus -exactly, they can't even tell me why, they always only answer for "security reasons". Yes, but why? "For safety reasons"
But I'm not interested in playing there any more, I just want my money
Automatic translation:
Public
Public
2 years ago
Dear tamer9o,
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.
