The player from Germany had been experiencing difficulties withdrawing his winnings due to ongoing verification. When the player passed the KYC process, he confirmed a successful withdrawal of all disputed funds in a relatively short time. He received all of the disputed funds approximately 4 months after the first withdrawal request was made. The complaint is resolved.
Locowin Casino - Player’s struggling to withdraw his winnings.
Amount: €41,800
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
The situation is as follows:
At the online casino Loco Win I made a profit of over €40,000. When I wanted to pay this out, my player account was blocked for verification. I sent all the required documents and it went well at first. I was confirmed that the documents such as ID, proof of address, etc. were accepted. The casino then wanted to check the origin of the money, since the deposits were already higher than usual. I also sent these documents. Until I get an answer, if this happens at all, it takes about 10 days on average. The verification has been going on for over 16 weeks and I still have no access to my player account. The last e-mail from the casino in question was 24 days ago, in this e-mail it said that my documents would be checked.
The casino has had the required documents since April 3rd. in front.
I hope for your support.
Kind regards, Dominik S******
Edited by a Casino Guru admin
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2 years ago
Dear Dominik,
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 checking the Proof of Income 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,
everything has been accepted. The personal documents, the bank and the origin of the money. As a result, they wanted an endless number of bank statements to make sure everything was correct, I would say. I sent bank statements from there for over half a year. Finally, they wanted another account statement up until the point at which I stopped working there or my account was blocked. I sent this account statement on 4/3/22. On 04/19/22 another email came from the casino that it was still being processed. Since then nothing has happened, despite my request. The documents sent have now been there for about 6 weeks, the verification has been dragging on for more than 4 months.
Kind regards
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2 years ago
Thank you very much, Dominik, 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. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello, Dominik,
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 verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and be able to withdraw his funds?
Thank you in advance for providing the information.
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2 years ago
Hello Dominik,
We apologies for the delay in reply. As we have checked your account, your source of wealth verification is under progress. We have forwarded a note to our relevant department regarding this.
You will be notified via email as soon as your account gets verified or if we need any further documents to complete the verification process.
Your patience will be greatly appreciated..!
Best Regards,
Locowin Casino.
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2 years ago
Dear Dominik,
Let's stay patient and positive and provide the casino with some more time to process your verification.
Please, let us know when you receive any news from the casino regarding your verification. I sincerely believe you will be contacted via email by them soon.
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2 years ago
Translation
Hello,
so I would consider myself very patient as the process has been going on for over 4 months now. I have not received an answer from the casino for weeks, despite repeated requests. There was no response until I filed a complaint here and emailed the casino with a deadline and consequent lawsuit for non-compliance. This deadline still applies.
The casino says the source of the money is still being checked... as mentioned in my first message here, this has already been confirmed to me with an email from the casino, which says that they understood where the money came from. I sent documents from the court and notary (that was in January!!!). As a result, bank statements were requested to confirm it. I also sent them, the last account statements that confirm everything (up to the cessation of my activities at the casino or the account blocking) I sent on April 3rd, 2022. It's been over 7 weeks now. If I had questions in the chat, I was simply kicked out. From what I heard, it wasn't just me. I also have photos of this, as well as all the emails that also show that I have not received a message for weeks or that the documents were only forwarded to the "responsible department" after weeks.
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2 years ago
Dominik, I understand your frustration, but in this case, we do not have many options, but to wait. It is better to know that something is still happening and the casino comments in this open thread than to have nothing.
Dear Locowin Casino,
Could you please help us and try to speed the process up? What needs to be done by the player to help speed up the whole process?
The verification has been going on for several months, and in this case, it is far from the standard time of the verification process.
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2 years ago
Hello Dominik,
As we could see that your account verification is pending as you need to send us the valid source of wealth documents to complete the verification process.
You have already received a link on 25/05/2022 where you can upload your documents to complete the verification process. We are awaiting for your documents.
Best regards,
Locowin Casino.
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2 years ago
Greetings all,
Dominik, are you able to provide the casino with the required documents?
Please, follow the given instructions, and once you have it done, let us know about news on your issue.
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2 years ago
Translation
Hello,
these mentioned required documents 05/25/22 are those that were requested by the casino two months ago and those documents that I sent to the casino on 04/03/22. Now to say here that they are waiting for me, that's probably the last thing! The mail from the casino 05/25/22, where the documents are requested, is the same as two months ago. The difference now is that the link in the mail forwards to jumio and I should upload it there now. Already sent after two months before, that should be noted here again! I can no longer use the link to the said portal, jumio. I reported this to the casino yesterday, haven't received a reply or a new link yet. I have written several emails to the casino for the documents during the two months since I sent the documents 4/3/22. Without answer!
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2 years ago
Thank you for the explanation, Dominik.
Locowin Casino Team, could you please check the information about the uploaded documents on your side? Are you sure the casino has not received these documents?
If the documents were not uploaded/sent correctly and you do not have them - could someone provide the player with the correct link to upload the documents or give him instructions on how to provide them?
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2 years ago
Translation
Hello,
the casino received the documents sent two months ago. During the two months I often asked how things were going. No Answer! After three weeks, an email came from the casino that it has now been forwarded to the "relevant department". Then again no answer from the casino to my further inquiries. I didn't get a response until I threatened to sue and filed a complaint here.
Now the casino sent me a link for the documents again, I uploaded them again, that was on Wednesday. However, I was no longer able to upload the second part of the documents required via the link, I have reported this to the casino three times since Wednesday and have not received an answer! I received an email that the process is now being "accelerated". For the first part of the documents to be checked, the period is 9 days. That hasn't been done since Wednesday because I haven't received an answer. Just another email that it's delayed! No reply to my emails, something that is still missing from the documents.
It's been 5 months now and I've had enough!
the deadline to avoid filing a lawsuit has passed. I will discuss further action with the lawyer next week and also inform mga. As already mentioned here, the duration of the review is far exceeded. I have all the emails and photos showing what has happened in these 5 months! I had more than enough patience and as you could see here, since the thread, the casino hasn't made any moves or made any concessions! I was even asked to resend the documents I had sent two months ago (with no reply to my query, as is the case now with the link).
That's a joke .
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2 years ago
Dear Dominik,
I would like to wait for the casino's response.
Did you already try to submit a complaint directly with MGA?
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2 years ago
Translation
Hello ,
the casino has now completed the verification and I have access to my account there again.
I got paid part of it too. Hope the rest will follow.
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2 years ago
Good to see progress, Dominik! The issue finally moved forward.
At this point, I sincerely believe it should only be a matter of time before all disputed funds come to you. However, it will take some time to collect them all.
I am extending the timer, and I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.
Please let us know as soon as you receive another payment(s) and/or about any news.
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2 years ago
Hello Dominik,
Your account has been verified for now but you will be notified via email if we need any documents in the future for the verification purpose.
All your pending withdrawal will be processed according to the terms and conditions.
4.10. If you wish to withdraw a part of the winnings which is amounted to 20,000 EUR (or the equivalent in any other currency) or more, we have the right to divide the pay-out into instalments until the full amount is paid out. You will not get any interest on outstanding amounts.
The maximum withdrawable amount per week is 5,000 EUR or 20,000 EUR per month (or the equivalent in any other currency).
Best Regards,
Locowin Casino.
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2 years ago
Translation
Hello,
Yes, that's right, it's finally moving forward. I received a second payment. If there is any news, I will report it here again.
Kind regards
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2 years ago
Alright, thank you both for all information and updates.
Dear Dominik,
I am extending the timer by a longer period and will wait for your update.
Based on the fact the casino could request additional documents for verification in the future (possible delays or issues), I would like to keep this complaint open until you withdraw all your disputed funds. However, I truly hope there will be no issues anymore.
Please let us know about any progress before the timer elapses.
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2 years ago
Translation
Hello,
thanks for the extension. I received a payment from the casino on 6/19, more are pending. I would suggest setting the timer longer again if there are delays or problems as mentioned.
Kind regards
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2 years ago
Hello,
I agree and I will extend the timer again. However, upon providing the next update, please, share with me also the information about successfully withdrawn funds and the remaining balance.
If the payout remains smooth as it was until now, I would like to suggest a solution.
Looking forward to hearing from you in 14 days.
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2 years ago
Translation
Hello,
I wanted to let you know that I have now received all outstanding amounts.
many thanks for your help .
Kind regards
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2 years ago
Such great news!
Thank you, Dominik, 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. Although I sincerely hope it will not happen, 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.
Thank you, Locowin Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.guru
