Locowin Casino - Player’s bonus winnings have been voided.

Ich habe bei locowin 290€ausgezahlt und habe angeblich gegen die Auszahlungsrichtlinien verstoßen, weil ich eine Wette(casino) von 10€ gemacht habe obwohl nur 4€ erlaubt sind. diese Wette habe ich gemacht als schon Bonus umgesetzt habe.

Jetzt wurde meine Auszahlung storniert und und das gewonnene Geld gelöscht.

Ich warne ausdrücklich vor diesem Casino. Man liest auch auf etlichen Bewertungsseiten, dass ich da nicht der einzigste bin.

Haltet euch von diesem Casino fern und spielt nur dutschen lizensierten Casinos.

MFG

Nicole

Dear Nicole31,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR / 4CAD / 4USD / 40NOK per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history in Excel format to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hallo,

das ist auch ein Problem, ich habe mir den kompletten spielverlauf angeschaut.

alle Daten die einen Fehler von mir belegen würden, sind gelöscht.

einzige was noch im Account zu sehen ist, ist das eine Auszahlung von 290€ storniert wurde.

habe den Fall heute auch der MGA gemeldet wo locowin unter Lizenz stehen.

ich habe in meinem Leben in sehr sehr vielen Casinos gespielt aber so was hab ich noch nicht erlebt.

selbst die unseriöseren Casinos mit curacao sind fairer als locowin.

und wirklich das schlimmste ist der Live Chat ich wurde ausgelacht die haben Smileys gepostet, echt frech

Have you requested the gameplay from the casino directly, please?

Hello Nicole31,

We apologies for the delay in reply. We have gone through your account and came to know that you had broken maximum bet terms when the bonus was active (Screenshot attached).

We are sorry that you are unable to see your bet history. However, we can't delete the your bet history from our end and it is available for you in the cashier itself. Please follow the below steps to check the bet history.

Go to cashier >> History>> Bet >> Select the time period you want to see.

Please help us with the screenshot if you are unable to see the bet history so that we can check the issue with our relevant department and fix it for you.

We apologies for your disappointment regarding chat Support. We will forward your feedback to our relevant department.

We request you to read our bonus terms carefully to avoid the situation like this in the future.

Best Regards,

Locowin Casino.

Thank you, Locowin Casino team, for your assistance.

Dear Nicole31,

Sadly, it seems as the maximum bet rule has been breached during the bonus wagering. You can verify it for yourself if you follow the casino's instructions. Please let me know if there's anything else we could try to help you with.

Dear Nicole31,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.