The player from Germany has been accused of breaching bonus terms by placing bets greater than the allowed ones. After a closer examination, we ended up rejecting this complaint as unjustified.
Locowin Casino - Player’s bonus winnings have been voided.
Amount: €290
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.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I have withdrawn 290€ at locowin and allegedly violated the withdrawal guidelines because I made a bet(casino) of 10€ although only 4€ are allowed. I made this bet when I had already implemented the bonus.
Now my payout has been canceled and the money won has been deleted.
I expressly warn against this casino. You can also read on a number of review sites that I'm not the only one.
Stay away from this casino and only play in licensed casinos.
Kind regards
Nicole
Automatic translation:
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2 years ago
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
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2 years ago
Translation
Hi there,
That's also a problem, I looked at the complete gameplay.
all data that would prove an error on my part has been deleted.
the only thing that can still be seen in the account is that a payout of €290 was cancelled.
I also reported the case to the MGA today, where locowin is licensed.
I've played in a lot of casinos in my life but I've never experienced anything like that.
even the dubious casinos with curacao are fairer than locowin.
and really the worst is the live chat I was laughed at they posted smileys, really cheeky
Automatic translation:
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2 years ago
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.
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2 years ago
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.
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2 years ago
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.
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2 years ago
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.
