The player from Germany is complaining about the lengthy and complicated verification process. The issue was successfully resolved.
Locowin Casino - Player’s struggling to complete account verification.
Amount: €520
Locowin Casino
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7.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I won at Locowin and would like to cash out 520 euros. I submitted this and received an email with an identity check. I then copied my ID and sent it to me. Now I received another email that the ID is not recognized and I should send a copy of a bill, gas, electricity, telephone or or where the address can be found.
I should also get an email with a link.
But there is no mail.
If I don't send this within 30 days, my account will be blocked.
I think that's incredible.
Automatic translation:
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2 years ago
Dear Lutz2210,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been advised what specifically seems to be a problem in verifying your account? Did you try to request a full list of documents required to complete the KYC verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello Petronela,
I took screenshots of the player account.
According to Locowin, I should verify myself this should be done with ID.
But now they want an invoice. I should get an email with a link for this, I've been waiting for this email for the second day.
I am currently trying to write with Locowin's live chat, but there has been no German chat for 3 days and it is canceled every time I ask about the payout.
It seems strange to me.
Automatic translation:
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2 years ago
Thank you very much, Lutz2210, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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
Translation
Thank you Petronela
will Peter get in touch with me?
Automatic translation:
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2 years ago
Hi Lutz2210,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Locowin Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hi Peter
We can close the case from my side.
Many thanks for your help.
Many greetings
Lutz
Automatic translation:
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2 years ago
Hi Lutz,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
