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

Hey, ich habe leider bevor ich die Umsatzbedinung erfüllt hatte 2x auf 6€ gedreht, dabei aber nur 7,50€ gewonnen, siehe Anhang. Nach der Umsatzbedinung hatte ich dann 5100€ auf dem Konto, dass wollte ich mir dann auszahlen, 2 Tage später wollte ich nochmal bisschen Roulette spielen und habe statt nochmal Geld ein zu zahlen, eine Auszahlung storniert, da ich ja dachte dass es echtes Geld sei, weil es ja auch so im Acc stand. Ich habe dann nochmal bis 3000€ bei Roulette hochgespielt und mir das auch auszahlen lassen... jetzt haben die das ganze geld gelöscht und mir die 350 die ich eingezahlt hatte zurück gegeben, weil ich 2x auf 6€ gedreht hatte... hätte ich das gewusst, hätte ich 2 Tage später mit meinem Geld Roulette gespielt... 😕

Dear Tiooo716,

Thank you very much for submitting your complaint. 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):

„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 and bonus histories along with any relevant communication 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 as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Tiooo716,

Regarding your complaint, as we could see that your withdrawal had been declined as you have broken over bet term with an active bonus.

You have already received an email regarding the same on 12.06.2022 19:38.

Best Regards,

Locowin Casino.

Hey, das mit der Wettlaufzeitüberschreitenung kann schonmal nicht sein, da ich die Umsatzbedinung direkt am selben Tag schon erfüllt hatte und die Beweise, die sie mir geschickt hatten, da hatte ich die Umsatzbedinung eigentlich auch schon erfüllt, da bin ich mir nur nicht 100% sicher, leider komme ich nicht mehr in das Konto rein, da sie es wegen angeblicher Spieler Protection gesperrt haben, aber ich bin auf keinen Fall süchtig und das verlorene Geld tut mir auch nicht weh... war das erste mal online Casino... nie wieder... dann lieber in ein Echtes... Die meinten dass sie bedenken aufgrund meiner schreibweise haben, aber ich war immer höflich, also ich hab nicht beleidigt oder sowas in der Art...

PS. Passend dazu hab ich heute eine Krebsdiagnose bekommen, wird ja immer besser... **** auf das Geld, gibt wichtigetes 😂

Dear Tiooo716,

Do I understand correctly that you do not wish to continue with this case?

Doch würde ich gerne, macht es denn Sinn? Ich hab wenn überhaupt 3-4x auf 6€ gedreht, aber damit nicht wirklich Umsatz gemacht und ich hatte zu dem Zeitpunkt wo ich 2300€ hatte, die Bedingungen schon erfüllt... ich kann leider nicht mehr in den Account.. Ich habe mir die Bedingungen durchgelesen, das mit dem max bet habe ich aber nicht gesehen, weil die Bedingungen gefühlt 10 Seiten lang sind

Thank you very much, Tiooo716, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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.  

Meanwhile, I would like both sides to check out our Fair Gambling Codex in regard to the maximum bet rule:

"Our position

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

On the other hand, we think that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. This is one of our requirements for 'fair and safe casinos'.

If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished."

Hello Tiooo716,

I am sorry to hear about your troubles.

In this case, the game log would be handy.

I would like to ask the casino representative, could you please send me the Tiooo716's game log? (matej@casino.guru)

We believe that if Tiooo716 didn't get any unfair advantage, made only four excessive bets, and won nothing from these bets, he should not be punished for that.

Hello Matej,

We have sent you the requested details via email. Please check and confirm.

Best Regards,

Locowin Casino.

Thank you, Locowin Casino, for providing me with the evidence.

I believe that if only these four bets were made (without any winnings from them), there is no need to punish the player. If the player, after these four higher bets, would contact support and tell them that it was an accident, I believe that the support would let the player continue (because he didn't create any winnings from these four higher bets), am I right? So why not be a generous casino with an exceptional approach. The other way is confiscating winnings for an unintentional mistake which is not a very good approach. What do you think?

Ich würde mich sehr über eine Einigung freuen, danke für die Hilfe ❤

Hey Matej, meinen Sie das sich das Casino noch melden wird? und wenn nicht gibt es noch andere Möglichkeiten?

ich hatte noch nie gespielt und hatte mich so gefreut :C

Hello Tiooo716.

I exchanged about the situation with the casino representatives several emails. Unfortunately, they don't want to make any compromise. 

From the casino's perspective, you breached a rule, and technically they have a right to void your winnings.

From our perspective, we believe that you breached the maximum bet rule unintentional and didn't gain an unfair advantage.

 When judging situations like this, where we believe that the max bet rule was breached unintentionally, and the player didn't get any advantage (https://casino.guru/fair-gambling-codex-for-casinos#max-bets).

We are always recommending the casinos pay the player. However, we understand that some casinos are very strict, which is their decision.

It means that technically the casino has the right to void your winnings. However, the situation could be handled better. Therefore we decided to close this case as unresolved with status against fair gambling codex. The penalization for the casino for this complaint will be minimal, but the complaint will be visible as a warning that this casino is unwilling to make any compromises.

Schade, Gibt es da andere Möglichkeiten?

Ich wäre auch zufrieden mit den 2200 die ich bis zum Zeitpunkt des Verstoßes hatte...

I am afraid that the casino doesn't see this case in the light as we see it, and they don't want to make any compromise.

Dear Tiooo716,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, in this case, we didn't find a compromise.

We understand that Tiooo716 breached the rules. However, we didn't see any bad intention in that, and he didn't gain an unfair advantage. In such cases, we recommend the casinos pay the winnings.

Locowin casino decided not to pay, and we respect that. Still, we must at least symbolically punish the casino because we believe the players shouldn't be punished in these situations. And there are many other casinos that would pay the player in the same situation.

Therefore the complaint will be closed as unresolved with classification: "Against Fair Gambling Codex."

https://casino.guru/fair-gambling

The penalization for this complaint to the casino is very low, but the complaint will be visible, so other players will know that this casino is not so friendly.