The player from Germany had been waiting for withdrawals to be processed for almost 2 weeks before submitting the complaint. The complaint was closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. The player has contacted the gaming authority directly, the regulator later ruled in favor of the player and he received his funds after approximately 2 months after the withdrawal requests. We consider the complaint resolved.
Locowin Casino - Player’s experiencing difficulties withdrawing his winnings.
Amount: €2,840
Locowin Casino
Safety Index:Above averageSafety Index
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7.0
Locowin Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
So I have several positions open from 25.12.21 to 03.01.22 with a value of 150 € to 500 €. In total it is ~ 2840 €
It's not the first payout
Cash out at the beginning of December without any problems.
KYC request came, done, money came within two days. (€ 50, € 350, € 200, € 300) over several days ...
Now the pending inquiries;
I sent KYC "Proof of address" again with a different letter, then I only received a "received" email.
The support feels like it takes forever to answer but that is known and you are only put off that there is a lot to do at the moment and the treating point will contact you and less than two minutes later the chat is deleted.
I was also put off to the first email about the state of affairs, to a second one from Monday there was no answer.
Then wrote to support on Wednesday and they put me off again.
I didn't use any free spins or bonuses to get these winnings, nor did I play with a maximum of € 3.50 / spin.
Now that I've discovered your site by chance, I get really queasy, then I would have preferred to play somewhere else, if I had known that it was not the best provider ..
Maybe you can help me
Automatic translation:
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2 years ago
Dear sebastian_86,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. 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.
Knowing that you have completed KYC verification successfully and had your withdrawals 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 truly believe it’s only a matter of time before you’ll receive your delayed withdrawals.
Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Yesterday I tried to contact Live Support again ...
after I asked where the problems were, I was kicked, had to log in again and the chat was gone.
the whole thing happened twice.
I'm really not happy ..
thank you for your help
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2 years ago
I fully understand your frustration, sebastian_86. I will set the timer for additional 4 days and if there’s no development by Wednesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawals. Thank you in advance for your patience.
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2 years ago
Translation
Hello Petronela,
unfortunately I have to report that nothing has happened. No mail, no notification, no money. As before, every single position is marked as "in progress".
Then I tried again to contact the Live Support, and an answer came after exactly 20 minutes. Then the chat was canceled and I had to log in again.
Since I have professional appointments tomorrow morning, I will answer before the countdown runs out, but nothing will change anymore anyway ..
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2 years ago
Thank you very much, sebastian_86, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
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2 years ago
Hello sebastian_86,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Locowin Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Locowin Casino team, could you please state the reason why the player's withdrawals have not yet been fully processed and when can he expect the payments?
Thank you in advance for providing the information.
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2 years ago
Translation
What is the next step if Locowin doesn't get in touch, as it looks?
Automatic translation:
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2 years ago
Dear sebastian_86,
In case no response is given in the set time frame, we extend the timer one more time and the casino has a second chance to comment in the thread. During this time, we try to contact the casino also in other possible ways. If the casino fails to react to the complaint again, the complaint will be closed as unresolved and the casino's rating will be impacted accordingly on our website.
After the mentioned standard process, the last option is to contact the gaming authority, if the casino is regulated by any.
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2 years ago
Translation
ohman... do you know if it is regulated by one?
I've been thinking about breaking off all the individual payout items and requesting a complete individual payout.
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2 years ago
Dear sebastian_86,
Yes, the casino is regulated by MGA - Malta Gaming Authority.
Regarding your thoughts, it is an option too, it depends on the casino's withdrawal limits and goodwill.
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2 years ago
We would like to ask 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’, which will have a negative impact on the casino's rating.
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2 years ago
Translation
I was bored at work today and thought I could annoy the support again.
"Carmen" replied quite quickly after I threatened mga and asked if I should contact her...
So as it turned out, Locowin allegedly sent me an email asking me to prove my address AND my ID.
I checked, this mail only asked for my address, but if you need the ID, you can get it now. I will continue to let you know if something happens, but I would ask you not to admit this case yet
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2 years ago
Dear sebastian_86,
Good to hear some news! In this case, we recommend you follow the support instructions.
We will keep this complaint open until your update.
Please let us know as soon as you achieve any progress.
We are still looking forward to hearing from Locowin Casino.
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2 years ago
Dear sebastian_86,
Although the casino is non-responsive in resolving the issue, I will keep your complaint open as you requested.
I will extend the timer again and will wait for your further update.
We are looking forward to hearing from you soon.
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2 years ago
Translation
hey
I'm pretty annoyed about the whole thing. I have now written to mga directly and will keep you posted...
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2 years ago
Dear sebastian_86,
Since we have not received any relevant response from the casino or its support regarding the issue and there is not much we can do from our position, we cannot continue resolving this complaint and for now, we are forced to close it as ‘unresolved’. In case of any progress with your issue, please let us know about the update via email (branislav.b@casino.guru).
I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
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2 years ago
Greetings all,
Based on the information we received from the player via email, we have reopened this complaint.
"Hey guys, I contacted the MGA using their form.
About a week later I received an email from "EADR- European Alternative Dispute Resolution"
there I had to upload the complete case signs, data/images and and and...
I haven't heard from anyone for three weeks, but now out of nowhere, I've received an email that my money will be transferred.
Thank you for your advice and your efforts!
to all those who also have problems, go this way after a certain time!"
K." (translation from the German language)
Thank you, sebastian_86, for providing the update on your issue.
Would you be so kind and let us know once the payment comes to you?
We are looking forward to hearing from you.
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2 years ago
Translation
Money was in the account yesterday at noon, less than 24 hours after the mail.
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2 years ago
Thank you very much, sebastian_86, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
