The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Locowin Casino - Player’s struggling to complete account verification.
Amount: €2,500
Locowin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello
Unbelievably, I made €2500 out of €10 at this casino. Nothing has happened since I submitted the KYC via email.
No feedback via email or chat.
Do they only want to delay it for weeks or not pay it out at all?
Can you help me?
Regards Jonas F*****
Edited by a Casino Guru admin
Automatic translation:
Public
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2 years ago
Dear Jonas23111,
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 informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account 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
Public
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2 years ago
I fully understand your frustration, Jonas23111. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by Thursday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
Public
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2 years ago
Hello Jonas23111,
Have there been any developments since our last conversation?
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2 years ago
Translation
Everything arrived, it was just extremely delayed.
So the complaint closes. 🙂
And thanks for the help
Automatic translation:
Public
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Jonas23111, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
