Locowin Casino - Player’s struggles with repeated verification requests.

Hello Casino Guru,

First of all, thank you for taking the time to read this message. I am reaching out to discuss an issue I have been experiencing with Locowin regarding the verification of my account.

As standard, it is necessary to verify several details such as KYC, address verification, and card verification before withdrawing money.

Initially, I managed to verify my KYC without any hitches, and also sent a document for the first time to verify my address as well as the card that I had used for registration.

The issue arises when I've tried, on 5 occasions now, to verify these 2 items - address and card. Despite providing the documents they requested, I continue to receive emails from them stating the same thing, "Documents needed".

For address verification, I have provided bank transactions that clearly display my address, bills, and even a government document that confirms my residential status.

I am unable to provide utility bills since I live with my parents and the bills are in their name. Locowin is aware of this situation, but it seems they are ignoring this fact; their customer service continues to send me the same automated message.

As for the card verification, during one of these attempts I contacted Locowin and explained that I would send them the documents again. In this email, I pointed out exactly where they can find the data they are requesting, for both home address and card verification. Interestingly, the card got verified initially, but not the address. I sent another transaction and suddenly, I was asked to verify my card again; a card that was previously verified.

Their response to my latest email was no different than all the others, the same template message.

I honestly do not know what to do now, or what more documents to send, because no matter what I send, even if it clearly meets their requirements, it always just ends up getting denied.

If you could extend any assistance, I would greatly appreciate it.

I look forward to your response and thank you in advance.

*I've attached the latest email I received from them and the message to which I am referring*

Dear toni45cc,

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. Bank statements unfortunately rarely are accepted as a valid document for address verification.

• Could you please advise if you submitted any governmental document such as a confirmation from your municipality to verify your address?
• With what result?

Thank you in advance for your reply.

Best regards,

Tomas

Good Thomas

Thanks for responding to my message.

Correct, KYC is somewhat delicate, but I don't understand how it is so complicated to verify it on this page. On other occasions it hasn't happened to me.

Answering your questions, yes, I did send proof of address as a government document. Which was rejected by Locowin.

How else can I verify my address? Locowin gives me a list of documents I can send, but I have already sent some and they still don't verify it.

Greetings and thanks in advance Tomás

Dear toni45cc,

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 10+ 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.