The player from Germany had her bonus winnings capped. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy”.
Locowin Casino - Player’s bonus winnings have been reduced.
Black points: 63
Amount: €1,000
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
1 year ago
Public
Public
2 years ago
Translation
Hi
On 11/16/22 I received an email with free spins from Locowin and I also used the games. With the last 20 cents I won something like 300 euros.
I continued to play and with a little over 700 euros I requested a payout of 600 euros, the payout form said REAL MONEY !! The payment was then processed and I continued to play with the rest, and at some point during the night it was 400 euros, which I left in the player account and put the cell phone away. In the afternoon I opened Locowin again and the 400 euros were gone, there were only 50 euros left.
I wrote to customer service and they said I got an email, only up to 50 euros winnings possible with free spins, then I replied that there was real money all the time and ready for payment! Then it said that I had played a game that wasn't allowed, the nice thing about it is that it was this game where I got the free spins 🙂
Is it really the case that I don't see anything about it even though it was ready for payment?
Thank you and best regards
Automatic translation:
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2 years ago
Dear Elke1402,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which exact bonus you have activated and played? Have you activated it inside your account or it has been sent to you via email? If it was a promotional offer, could you forward the original email to petronela.k@casino.guru? Ideally, please attach your game history too.
Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hi
I have sent you an email with the copies
Thank you first.
LG
Automatic translation:
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Public
1 year ago
Thank you, Elke1402, for your reply and forwarded screenshots. It is a very confusing case since you've been accused of playing restricted games and withdrawing more than the maximum cashout from the free bonus.
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.
The casino can reopen this complaint anytime.
