Locowin Casino - Player’s winnings from bonus play have been voided.

Hey.i cant explain so well in german so i will explain in english.

Yesterday i deposited 350€ on locowin.com and i won 1160. Than i tried to withdraw and today i got this mail:

Please note that your withdrawal request has been declined due to a breach on our Terms and Conditions by doing bets over the limit allowed during the rollover of the bonus.

Therefore your winnings have been voided and the deposit has been returned back to your balance.

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

Sincerely,

Payments Cashier

And all my wins are deleted now and nobody answer.

What can i do about it?

Dear Herea,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that every bonus comes with some conditions and it is very common for casinos to include a maximum allowed bet as one of the rules. I checked the casino’s Bonus T&Cs and I found this:

„1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR / 4CAD / 4USD / 40NOK per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process."

The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule.

Before we move forward, could you please advise if you are aware of breaching this rule? Would you be so kind as to forward your game history to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

I just checked and they don’t say anything like this in their terms and conditions.

Plus i didn’t played more than 2€ bets. I just bought a lot of bonuses that’s all…

That site is such a big scam..

Dear Herea,

We can understand your situation but as you mentioned that you had bought a bonus when the bonus was active.

We do not recommend to buy a bonus with an active bonus. You can read the following point of the bonus terms.

  2.8. The stake size on any game with a "bonus buy" or "feature buy" option will count as the total cost of the spin, not the stake or value of the game round the feature or bonus is played at. For example, Money Train at €1 stake, the bonus buy is 80x (€80) so the bet size for this round would be €80.

According to the above terms, you had breached maximum bet size terms that's why your winnings had been forfeited. We request you to read our bonus terms carefully to avoid the situation like this in the future.

Best Regards,

Locowin Casino.

Hello everyone,

Thank you very much Locowin Casino for your assistance with this case.

Dear Herea,

I apologize, but if that is the case, I am afraid we are not able to help you. In some casinos when players use in-game features the results (the win) of these features are counted as a bet. If the win is higher than the maximum allowed bet, you automatically breach this rule.

Since the casino clearly warns players in its Bonus T&Cs that this could happen, we are not able to help you further. However, feel free to forward me your game history if you feel that you have been accused mistakenly. Thank you for your understanding.

Dear Herea,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player breached the maximum allowed bet and later stopped responding to this complaint.