The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Locowin Casino - Player’s struggling to complete account verification.
Amount: €1,290
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
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2 years ago
Translation
My old address is still stored in my profile. I have had a new my current address since February 2022. In order to receive a payout I should verify my account.
The verification of my address fails because my current address is on the document I submitted and my old address is still stored in my profile. I tried to explain the problem to the casino's support team several times. But you always get the same answer. You should upload a new document with my address.
That's this already done doesn't seem to interest anyone.
So I just wanted to update the address on my profile. I asked how it works. I also got an answer which data the casino needs from me. I provided this and from then on there was no further reaction from the casino.
Also the alleged live support definitely seems to be a computer and is absolutely no help.
Well, it seems as if they didn't want me to successfully verify my account and not have to make the payout.
Automatic translation:
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2 years ago
Dear Taenzer,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that all the documents you have provided so far already show your new address?
Could you please advise which documents have you provided and when exactly you sent the last one?
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,
Kristina
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2 years ago
Translation
Hi
Yes, my new/current address is already on all submitted documents. I submitted my ID card, a bill from last month from my ISP and a recent bill from my mobile operator. The last on 27.08. whereupon I got the answer that the verification cannot be confirmed that the address also differs from the document and the address in my profile. Since then I've been trying to update the address on my profile.
I have already sent the casino a current proof of address and the other required data for this, but have not received any response in this regard.
And when you ask again, you always get the answer that you have to make the data available. The fact that I have already done this and keep pointing out that I have done this several times is simply ignored.
Greetings dancers
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2 years ago
Thank you very much for your reply, Taenzer. Before proceeding with this complaint, could you 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.
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2 years ago
Translation
Hi,
the problem has been resolved, my address verification was confirmed yesterday and the payout was made today.
Thank you anyway
Greetings dancers
Automatic translation:
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2 years ago
Awesome news, Taenzer. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
