Locowin Casino - Player’s proof of address documents keep being declined.

Hello everyone,

I have won a little money playing in this casino. When I tried to withdraw, some documents were requested.

I verify my identity correctly, but the problem is about the prof of address.

As I do not have some of the options they requested, I tried contacting them and sending other information to prof.

More than two weeks of sending all types of documents with all my information and all were declined (including my official ID).

After days talking to my bank they provided me with an official bank statement with my full address, name and other information.

Once again, the document was refused.

The only help I'm getting is automatic responses from the support, copy/paste the last reply they gave me when I'm trying to explain my situation.

Is this normal?

Should I file a pertinent complaint?

Thanks in advance!

Dear justaguy,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

As said, I do not have utility documents with my address and some other options. I have already sent my ID where it states clearly my address and name. Also, I have try service invoices as my public university tuition where there is all my information. At last, after talking to my bank first they told me they do not provide any type of prof of address or similar. Because in my bank when you download the summary of the payments of the account, there is no visible address. I manage to get an official bank statement with all my information, even signed by me with the address, so they can see it's from two days ago. This was also declined.

The documents were provided more than 8 times if I recall right and the withdraw has been pending for more than two weeks. All documents provided were PDF or JPG photos.

I'm getting automatic responses every time I try to contact the support to receive other options to verify. This is getting quite frustrating.

Thanks for your help!

Dear justaguy,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, 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, we have no other choice since it seems to be a common practice for Locowin Casino to ignore us completely in our attempts to mediate any kind of issue.

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. I wish I could be of more help.

I would recommend you undergo the casino's dispute process you can read about it here first:

https://www.locowin.com/terms-and-conditions (point 10. QUEJAS)

If you end up contacting the casino regulator, feel free to take advantage of our article on how to do so here: https://casino.guru/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.