The player from Germany had his bonus winnings canceled without further explanation. We are rejecting this case because the player broke the max bet rule.
Locowin Casino - Player’s winnings have been cancelled.
Amount: €401
Locowin Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.0
Locowin Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I wanted to withdraw 401 euros yesterday. All profit, I have complied with the bonus criteria. The payment was also accepted. Today it shows that the withdrawal has been cancelled. There is no reason. An amount of 50 euros appears as a credit. I think it's a pure rip-off, they were happy to accept my 100 euro bet. Where can I post my experience?
greeting
Helmut G******
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear Helmut,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your bonus winnings have been cancelled? Could you please advise if you have redeemed any promotional offers from this casino previously?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
Translation
Additional comments from the player:
"Helmut Gaspers
Hello, how can I write publicly if I click on your link and see that the case is public? Did you read the casino's response? The winnings were allegedly canceled without explanation. What does that mean?, again, I have fulfilled all bonus requirements, generated a turnover of 1800 euros before the balance was shown as Real Balance. And the payment was accepted for the first time. Canceled afterwards. I think this is a scam, what can I do?
Thanks in advance
Helmut G******"
Automatic translation:
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2 years ago
Thank you very much, Helmut, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@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 Helmut,
I looked at your complaint and will do my best to help you. I would like to invite Locowin Casino into this conversation. Casino, can you please specify what is the problem with the player’s winnings?
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2 years ago
Hello Helmut,
With reference to your complaint, we have gone through your casino account & came to know that you have broken the bonus terms as follows. Maximum bet and forbidden games played with an active bonus.
You have already got an email regarding this on 28.03.2022. According to our bonus terms, your winnings have been forfeited and you got your deposit money back to your casino account.
Please see the following bonus terms which you had broken.
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.
2.6 *With an active bonus the following games are strictly forbidden to play, Table Games, Video Poker, Jackpot Games(Games from the Jackpots Section included), Live Casino and the following slot games: 1429 Uncharted Seas, Big Bad Wolf, Blood Suckers, Bonanza, Castle Builder, Castle Builder 2, Da Vinci's Treasure, Dead or Alive, Dead or Alive 2, Eggomatic, Hellboy, Hot Spin, Immortal Romance, Jackhammer 2, Jammin Jars, Jingle Spin, Jungle Spirit, Koi Princess, Lost Relics, Lucky Angler, Madame Destiny, Moon Princess, Peking Luck, Reactoonz, Rich Wilde and the Tome of Madness, Rise of Olympus, Robin Hood - Shifting Riches, Scrooge, Secret of the Stones, Secrets of Atlantis, Sinbad, Sushi Bar, Sweet Bonanza, Sweet Bonanza Xmas, The Dog House, Turn Your Fortune, Twin Spin, Victorious, Vikings, Who Wants To Be A Millionaire, Wild Swarm, SugarPop, Danger High Voltage, Ozzy Osbourne, Razor Shark, Wild Frames, Aztec Bonanza, Lil Devil, The Dog House Megaways, Who wants to be a millionaire mystery box, Dark Joker Rizes, Reactoonz 2, Le Kaffee Bar, Beautiful Bones, Cherrypop, Deadwood, Jokerizer, San Quentin Xways, Caribbean Anne, Golden Beauty, Bronco spirit, Dragon Kingdom Eyes of Fire, 5 Families, Book of 99, Jammin Jars 2, Tombstone RIP, Mystery Joker 6000. In case that this is breached the bonus and any potential winnings derived from the bonus will be forfeited.
We request you to read our bonus terms carefully to avoid the situation like this in the future.
Please let us know if you need any more clarity on this.
Best Regards,
Locowin Casino.
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2 years ago
Translation
Hello, I just read the casino's reply today. This is an absolute joke. Why should one accept such restrictions on the size of the bet. Nobody reads such bunus agreements. It is only the case with every decent casino that you have to generate a corresponding turnover. Locowin is simply a rip-off casino. What else can I do, I will try to take legal action and discredit this casino wherever I can! It's very disappointing!
Automatic translation:
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2 years ago
Hello Helmut,
Unfortunately we do not have a system that block the access, but is very important for us that all members are aware of the terms before starting to play.
To make sure this, upon registration, everyone is asked to read and accept our Terms & Conditions, and a sign appear where you actively mark a box saying that you have read the terms.
@Viliam, We have sent you the evidence via email as requested.
Best Regards,
Locowin Casino.
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2 years ago
Dear Helmut,
The max bet rule is 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. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
On the other hand, we think that this rule should be enforced at the software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but 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.
