HomeComplaintsLocowin Casino - Player’s struggling to complete the account verification.

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

Amount: €1,300

Locowin Casino
Safety Index:Above average
Submitted: 27 Jan 2022 | Resolved : 14 Feb 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Sweden requested a withdrawal and after several weeks of waiting for the payment due to ongoing verification, he decided to submit a complaint. Locowin Casino required whole verification process to be done again. The player received payment approximately 2 months after the withdrawal request. The complaint is resolved.

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2 years ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

Dear Daniel,

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.

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you have requested a withdrawal and apply for 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

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2 years ago
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Hey! I have been working on their verification for 1.5 months now, they neither answer me & if I arrive at the chat I will just be logged out, I have received all documents that have also been approved, when I talked to them via email quite recently so they say that the only thing missing is identity proof, my ID, they got it and I was approved for it and now they start again from the beginning, now they will have all the documents again even though everything was ready & approved, I have been doing this now for almost 2 months back and forth and I am starting to get really tired now, THEY HAVE GOT EVERYTHING and also approved everything but they do not verify me for it but there are only made-up new things, I should be verified many many weeks ago but they just ignore it.


Sincerely


Daniel P ********

Edited by a Casino Guru admin
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2 years ago

Thank you very much, Daniel, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

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2 years ago

Hello, Daniel,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Locowin Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear Locowin Casino Team, could you please state the reason why the player's account has not been fully verified yet and when can he expect his withdrawals to be processed?

Thank you in advance for providing the information.

Edited by a Casino Guru admin
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2 years ago
Translation

Hello again! I still do not get an answer from locowin, I got hold of the chat almost 1 week ago where I explained the problem and was promised that the support would hear from me the day after as they actually did but what they did was that they started the procedure with the verification from the beginning with all documents that they have already received and that have also been approved, so I started over and send in documents in their own order, the first documents were approved & sent a bank statement to them but which they did not respond to or approved, I have emailed them at least 5 times but get no answer, I finally get hold of the chat so I do not have time to more than explain the problem so I just become LOST COMMUNICATION so everything disappears, I have understood that this is done on purpose and they do not want to verify me so I can continue my withdrawal, all documents they receive are in order, the documents have already been approved by them once so that they do in this way only shows that they ignore me on purpose, f Is there anything you can do to help me? I have also taken back my withdrawal & played more, they made the new withdrawal is 1300: - euro.


Sincerely

Daniel

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2 years ago

Hello, Daniel,

Thank you for your update and information. When did you request the current withdrawal, please? We advise players to wait 14 days before submitting a complaint. If it is a new withdrawal request, I recommend you wait a few more days and then we can invite the casino in this thread again.

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2 years ago
Translation

Hi Branislav! I made the withdrawal about 2 months ago & had worked to be verified throughout the period, they had already received all documents that were also approved except ID identification which I did again & also got it approved but they stopped answering & when I well got them they did so I lost the contract with the chat every time but got the chat at one point to pass on the support which then started the whole procedure from the beginning with all the documents.

But I can announce that just a few days ago they verified me & carried out my withdrawal so it became clear👍

Thank you for your help & your attempts with Locowin.


Sincerely

Daniel P ********

Edited by a Casino Guru admin
Automatic translation:
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2 years ago

Hello, Daniel,

What great news! Thank you very much for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru

Edited by a Casino Guru admin
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