Locowin Casino - Player’s experiencing difficulties withdrawing his winnings.

Guten Tag

Ich warte jetzt schon seit 2 Tagen und es ist immernoch keine Antwort weder vom Support noch sonst was.

Bitte um Hilfe

Mit freundlichen Grüßen B*******

Dear Tobias,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

I will set the timer for additional 12 days.

Thank you in advance for your reply and patience.

Best regards,

Petronela

Additional comments from the player:

"Good day

At locowin I was sent an email where it says I would have taken bonus money to play. Now the transfer has been canceled and the profit has been collected.

Hello,

Please note that your withdrawal request has been declined due to a breach of our Terms and Conditions by betting over the maximum amount allowed when using a bonus feature. The maximum bet allowed when playing with bonus money is € 4 per spin.

Your winnings have been voided and the deposit has been returned back to your balance.

Should you have any further concerns, questions or comments, don't hesitate to contact our Customer Service Team.

That was the email.

Please help

Kind regards"

Thank you, Tobias, for your reply. 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 a 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. 

Additional comments from the player:

"Entschuldigung welchen Spiel Verlauf meinen Sie wie komme ich dort hin?

Mfg"

If you feel that you have been accused wrongly of placing greater bets than the allowed ones, you could request your game history from the casino directly and forward it to me.

Dear Tobias,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you very much, Tobias, for your reply. We could try contacting the casino, requesting your game history, and confront them, but, before we'll do so, could you please advise if you are aware of placing greater bets than the allowed ones during the bonus wagering completion? Looking forward to hearing from you.

Guten Tag,

Ich bin mir sicher das ich auf 2€ gespielt habe.

Mit freundlichen Grüßen

Could you also confirm that you haven't purchased any bonus features during the wagering completion? Thank you.

Guten Tag,

Wie meinen Sie mit Bestätigen?

Wenn Sie dir Spielhystorie angefordert haben das sehen sie es ja, und zu 100% bin ich mir nicht sicher. Daher kann ich nichts dazu sagen weil mir ja keine Spielhystorie geschickt wird.

Gruß

I was simply wondering if you have bought/purchased any bonus features during the wagering completion.

Leider kann och diesbezüglich nicht mehr dazu sagen weil ich es nicht zu 100% weiß

Gruß

Thank you very much, Tobias, for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Tobias,

I looked at your complaint and will do my best to help you. I would like to invite Locowin Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the 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, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.