Locowin Casino - Player’s struggling to complete account verification.

On 3/8 December, I started the KYC process. ID and proof of address uploaded, confirmation arrived within a few hours. Since the request for bank statements from the bank I sent my bank statement to on 8/3, no response was sent from them. On 25/3 I start playing at locowin and I have tuttag on 24059 waiting for approval from them. On 26/3 I start chatting with customer service and asked for my withdrawal I had to answer that verification of my account statement ongoing the same day on 26/3 I start writing to customer service and I had to answer I have to send in my document statements statement as pdf the same day I sent my documents as a pdf I start writing with customer service I had to answer that they have received my documents and it is under review. I wrote with customer service again today the 27/3 and I get the same answer during review that they should inform the finance department to prioritize my case and hurry it up. I think you get the same answer all the time.

Hi thanks for the help my problem is solved and I want to close my case😊

Dear Karzan,

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? Do I understand correctly that the account verification has been initiated at the beginning of March?

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

Hi thanks for the help my problem is solved and I want to close my case with you 😊I sent my last document to them today so I am waiting for an answer

Thank you very much, Karzan, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

Hello again! Locowin required payment method from me yesterday and it is my credit card I sent to them yesterday but I have not been allowed to answer one. And my withdrawal is still waiting due to payment method I hope this is the last document I need to send in.

I hope that everything will be sorted out as soon as possible. Please keep me informed.

It has been more than 48 hours, still no response from them and they would be the last document I would send in. My other documents are approved. It last payment method my bank card. I chatted with customer support today he thought it was weird that the payment department did not answer and they have received all the documents. And their waiting time is 48 hours for documents. I do not know if they want to pay my money or process my withdrawal.

You have to fight for and get your profit on locowin I would have received an answer today but nothing happens. And they apologize for having a lot of withdrawals today

Status update: the verification has been completed and my withdrawal was processed yesterday. So I'm waiting for the money to pick up in my account it can take up to 1 to 3 banking days😊

Hello Karzan,

Thank you for your patience during verification process.

We have already processed your withdrawal from our side. The bank transfer take 1-5 business working day to credit the money to your casino account. Hope you will receive your money soon to your account.

Best Regards,

Locowin Casino.

Hey! I want to confirm that the money came to my account today😊 sometimes you get worried because you read a lot about how it works casino abroad that it is difficult to get the money or the casino does not want to pay out money! Thank you (Locowin) you the best casino I think ! It took some time and that was due to the verification of my casino account and I think locowin is right to check all the documents and that is because the money is taking revenge on the right person.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Karzan, 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