The player from Austria has been accused of breaching bonus terms by placing single bets greater than the allowed ones. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Locowin Casino - Player’s bonus winnings have been voided.
Black points: 42
Amount: €1,000
Locowin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Dear Ontime,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. Could you please advise if you have activated any promotional offer when depositing funds into your account?
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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3 years ago
Translation
Hi,
I have not found any of the listed game history. For example, I have only played the game Raging Rex for at least 2 hours, but under game info under menu game history there are only 13 lines of game history.
I have not found an entire listing of all of them anywhere.
But I'll try to get the history ..
Lg
Yesil C ***
Edited by a Casino Guru admin
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3 years ago
Translation
OK. I'll try it.
Thanks for your efforts
Yours
Yesil c ***
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3 years ago
Translation
Hello Patronela,
I wrote to the casino by e-mail yesterday afternoon and requested the game log. But no reaction so far.
best regards
Yesil C ***
Edited by a Casino Guru admin
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3 years ago
Thank you very much, Yesil, for the update. I will set the timer for additional 4 days and if there's no development by Monday, we will intervene.
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3 years ago
Translation
Wrong info,
Hello patronela
My account is still active. Since VPN was active in the background on my mobile phone, it had a negative effect when logging in.
I am sorry for the wrong information.
Lg
Yesil C ***
Edited by a Casino Guru admin
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3 years ago
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Hi Petronela,
I've already found the game log. That is exactly 460 pages. How can I pass this on to you.
Is there a practical way to do this, or do I have to take screenshots?
Thanks in advance
for your answer
Lg
Yesil
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3 years ago
Have you found any bets in your game history greater than the allowed ones?
We always recommend placing a withdrawal after completing bonus wagering as all the play, until a withdrawal request is being placed, needs to follow bonus rules. Requesting a withdrawal equals to completing the bonus and its rules. Without requesting a withdrawal of your bonus winnings, all the winnings, even after wagering has been completed are tied to bonus rules.
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3 years ago
Translation
I did not receive a real money bonus from the casino. They only gave me 30 free spins at the beginning which I couldn't even make a € 3 profit on. They put me in a level category where they gave me 5 to 10 free spins every hour or 2 hours. But all in all, I didn't make a profit of € 20 from them. With 10 cents or 20 cents they were empty spins. I did not restrict the amount of the withdrawal request. And was no bonus balance. Bonus balance was 0.00 ..
I tried to look through the course of the game and 95% of the course of the game is up to a maximum of € 2. Only for a short time € 4 stake. But I won 400 euros on a spin with a € 2 bet. Even if I should have played with a stake of € 2. I didn't make a noticeable profit from that.
They just do bullying. E.g. The documents I sent for identity verification were rejected. But the same documents were immediately accepted and examination completed by a world-famous portal.
This casino (!) Just gave me the € 1000 away.
Lg
Yesil
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3 years ago
Translation
Now you can have a better view of the case. I browsed through 460 pages and I can say without a doubt that I got the top prizes with stakes under € 4.
They just don't want to make a withdrawal. Even if I sometimes bet a couple of rounds, I didn't make any profits. The amount wagered was only greater than the decree.
I have a strong feeling and conviction that I was wronged after seeing it all.
While the withdrawal request was being processed, I did not have a bonus balance. That was zero.
Lg
Yesil c.
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3 years ago
Translation
Hello petronela,
I emphasize again;
Casino did not write me any bonus money. Only the worthless free spins. I won everything with my own € 200. My deposits are not in the game log .. I don't understand why.
So I didn't play with bonus money ..
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3 years ago
Thank you very much, Ontime, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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3 years ago
Translation
Thank you Petrenola,
I think this is money well earned for me because all of the winnings were made from stakes under € 4. Too seldom have I used a € 5 chip and bet more than I won. But I didn't set that arbitrarily. I did not know that. Because I had never had such conditions from a casino before. And wagering 3 rounds of a € 20 chip was just unintentional.
Thank you very much for your efforts
Lg
Yesil c.
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3 years ago
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After 10 days, you give me cash back, it's not flattering ?? 🙂 € 1,000 take € 34 Type.
I just want to ask you if I can play this. Does it mean something negative? That doesn't help anyway if you don't want to make a payout.
Lg
Yesil c.
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3 years ago
Hi Ontime,
I looked at your case and understand the situation. I wouldn't continue playing with any bonus or otherwise until the issue is resolved. 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.
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3 years ago
Translation
Hello Marko,
Many thanks for your effort,
Under no circumstances would I deposit more at this casino.
If the case is rated positively, then I would like to give you € 200 from the bottom of my heart. I see it as impossible anyway to get the money into my account without your help .. This is money lost anyway. I would like that.
I hope it goes well.
Thanks in advance
Yesul c.
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3 years ago
We would like to ask Locowin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hi Ontime,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
