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 the account verification.
Amount: €2,900
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
On December 30th I started the KYC process. ID and proof of address uploaded, confirmation came within a few hours. At 11:36 a.m. on December 30th. A screenshot of the payment method was then also requested by email (in my case a screenshot of my Neteller account including Neteller ID, name and address). I emailed the screenshot a few minutes later and then received a confirmation email "KYC Document Pending".
No more info since then. There is no response at all to emails. A message via the contact form cannot be sent. In the chat today after several unsuccessful attempts (I stopped after waiting 20 minutes) a support employee Anna answered after 12 minutes ("I will help you today"). But that was about it ... Anna didn't get in touch afterwards. After a further 16 minutes, the chat was then canceled.
There are now 2 payments (2000 EUR and 1900 EUR) since Monday, 03.01.22 with the status "In progress". The verification now takes 1 week. I haven't seen it in any other casino so far (especially since I'm also registered and verified in other Gammix group casinos).
I find it absolutely impossible that the support does not respond and I ask for assistance.
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2 years ago
Dear Ramses80,
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.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello Petronela,
Thank you for your prompt reply.
The KYC documents for ID and address are approved. The only thing missing is the confirmation of the payment method. I got the requested screenshot on December 30th. submitted and received a confirmation of receipt. All the required details are included in the screenshot.
So yes, only this final confirmation is pending so that the payout can be made.
Thanks and Greetings
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2 years ago
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I finally reached someone in chat today. But I could only be given the information that the review has not yet been completed. I couldn't ask any further questions because the chat was then canceled.
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2 years ago
I fully understand your frustration, Ramses80. However, I will set the timer for additional 6 days and if there’s no development by Friday, we will intervene. Let’s stay positive, allow some time to casino to check all the provided documents, and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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2 years ago
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Status update: the verification has just been completed. I would like to be contacted separately about the outstanding payments. I'm curious how long that will take now.
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2 years ago
Great news. If your account has been successfully verified I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Please keep me informed.
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2 years ago
Translation
Hello Petronela,
Case can be closed, money has been received on my Neteller account. Many thanks for the support.
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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, Ramses80, 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
