Locowin Casino - Player's deposited funds are missing.

I made a deposit of 50€ on 12.26, which was immediately deducted through Nodapay.

When I contacted the support team, they asked me to wait for 72 hours (something that happens often).

After 72 hours, the support informed me that they would forward the matter to the appropriate department.

Today, I received an email stating that the money never arrived and the payment process was cancelled.

I contacted support again but they didn't see any deposits in the last 7 days and said they would escalate the issue.

The casino's payment history indicates an error with this deposit.

No one seems to know where the money is. Great.

Is it possible to contact Nodapay directly?

Dear Cim1bom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

I have checked the website of the payment provider (here) and found an email address that could be helpful: info@noda.live

Thank you in advance for your reply.

Best regards,

Petronela 

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I wrote an e-mail to Nodapay and also wrote an e-mail to the processing Petronele

I completely empathize with your frustration, Cim1bom. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 20 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Of course I'll wait

Locowin Casino said if there is nothing by January 11, 2024, I should contact support again and they said the money will arrive back in my bank account.

Now I'll just wait and see what happens

Thank you for your support

Thank you very much, Cim1bom, for your understanding. I will check back with you in 16 days. Hopefully, you'll have some good news by then.

Dear Cim1bom,

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

I received a message from Nodapay. They never received the money. I should contact my bank and ask where the money is.

I have requested verification of the payment from my bank and it is now being verified

If there's anything new, I'll contact you

Hi Cim1bom,

Thank you very much for the update. Please keep me informed about any further developments.

Yes, I will make sure

Dear Cim1bom,

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

Unfortunately there is still no response from the bank

Dear Cim1bom,

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 this casino. I wish I could be of more help.

The casino can reopen this complaint anytime.