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

Guten Tag,

Seit Tagen akzeptieren Sie meine KYC adress Dokument nicht. Habe schon Rechnungen, Ausweise und Kontoauszüge gesendet. Jedes mal abgelehnt. Jedes neues Dokument dauert 48 stunden nur um wieder enttäuscht zu werden. langsam weiß ich nicht weiter ich danke schonmal für jede Hilfe.

Dear felixdatz1906,

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.

Did the casino advise what was wrong with your documents? Have you provided all the required documents as soon as possible and in the correct format?

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 for your reply.

Best regards,

Kristina

Hello,

Thank you for playing in our casino.

Please note that the document you sent as proof of address is a food delivery invoice and is not valid.

We kindly ask you to please send us a valid document.

Antwort vom Casino:

• Document as a proof of address/residence - any of the documents stated below

◦ Utility bill: electricity, water, gas, rent, landline telephone, or internet.

◦ Bank statement

◦ Tax report or correspondence from a central or local government authority, department, or agency (or any other government document)

◦ This document should not be older than three (3) months

◦ All four corners of the document must be visible - screenshots are not accepted

Please use the link in the next email to upload your documents; make sure that the necessary information is clearly visible in order to avoid any delays during verification.

Should you have any further concerns, questions or comments, don’t hesitate to contact our Customer Service Team.

Sincerely,

KYC Department.

Obwohl ich Rechnungen oder Kontoauszug eingereicht habe....

nachdem ich dann zum fünften mal was eingereicht habe , habe ich wieder diese Antwort bekommen:

Dear Felix,

We can confirm that your submitted Proof of Address verification document has been uploaded successfully. Our verification team are working on it and will email you when this process is completed.

Yours sincerely, the Locowin team.

Note: This email address cannot accept replies.

Status Jetzt 13:34 KYC Verifizierung hat geklappt. Jetzt warte ich noch auf Auszahlung.

Thank you for your reply, felixdatz1906. Since casinos usually process withdrawals after checking players' documents, I would recommend that we wait for a few more days. Please, keep us informed about any further developments.

Antwort vom Casino :

Hallo,

Wir schreiben Ihnen bezüglich Ihres Auszahlungsantrags von €610. Leider mussten wir die Auszahlung ablehnen, da die Gewinne mit einem Bonus erzielt wurden, für den ein maximales Auszahlungslimit gilt; bitte lesen Sie dazu unsere Allgemeinen Geschäftsbedingungen (AGB):

Ihr Guthaben wurde auf €150.00 angepasst und Sie können eine neue Auszahlungsanfrage stellen.

Wenn Sie weitere Fragen, Bedenken oder Kommentare haben, zögern Sie bitte nicht, sich an unser Kundendienstteam zu wenden.

Mit freundlichen Grüßen,

Payments Cashier.

Ich finde das ziemlich mies ich habe gabz am anfang mal mit einem Bonus gespielt danach nie wieder und jetzt sowas 610 euro weg..

Außerdem have ich 3 mal versucht im live chat mit dem Casino das zu klären aber immer als ich gefragt habe welche Bonus i h den benutzt hätte wurde meine Anfrage geschlossen.

Do I understand correctly that you did not activate the bonus yourself?

Doch ganz am anfang einmal einen Bonus,

Danach nie wieder und ständig eingezahlt und dann den 610 Euro gewinn welcher auch als Echtes Guthaben angezeigt wurde und nicht als Bonusguthaben. Auf Support Gespräche verzichtet das Casino und Schließt die Fälle ständig nachdem ich geschrieben habe das es Echtes Guthaben war und kein Bonus...

Dear felixdatz1906,

Unfortunately, we have come to the 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 15+ 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 of Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. I can only suggest you submit the complaint to the MGA (the casino's regulator).

You can fill-up the form here: 

https://www.mga.org.mt/support/online-gaming-support/

I wish I could be of more help.

The casino can reopen this complaint anytime.