The player from Germany had her bonus winnings confiscated after playing a restricted game. The complaint was closed as unresolved as the casino did not respond to us at all within the given time.
Locowin Casino - Player’s winnings have been confiscated.
Black points: 55
Amount: €1,000
Locowin Casino
Safety Index:Above averageSafety Index
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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
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
I signed up for a new account and deposited 30 eu with a welcome bonus. I have read the bonus terms and conditions because I've been playing for a long time and I know that this is necessary. I have implemented the bonus and requested 2 withdrawals of 350 eu and 500 eu, and had about 160 eu left to play yesterday, suddenly while playing I had only 30 eu left. I was frightened and immediately checked my emails, and there was the email from the casino where it said that you violated the bonus conditions because you were with a activen bonus reactoons and reactoons 2, and that this is strictly forbidden. I knew that this was forbidden, I had saved the list of prohibited games. I had played these games when my bonus was implemented. I would like to prove that , but when I log in and go to my bets, there are over 800 pages. The strange thing is, I only get to 500. You can't even start at the back of 800. So it's impossible for me I have to prove this.But with 100% certainty I know I did not play these 2 games with bonus money.
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3 years ago
Dear Saskia,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you also tried asking the casino to provide you with the whole game history?
Is there any other relevant communication between you and the casino regarding this issue? If yes, please forward it to my email address kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello, yes I immediately wrote an email to the casino yesterday that I would like to see the complete betting history. Lg s ***
Edited by a Casino Guru admin
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3 years ago
Thank you for your reply, Saskia. Let's give it a few more days and if the casino doesn't provide you with the game history, we will intervene.
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3 years ago
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Hello. Yes, thank you, that's nice. I tried again today to track the stakes on the casino page, but you can only get to the stakes where you played with real money. To be honest, I find that very strange
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3 years ago
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Hello. I logged in again today to check the progress, but you can only get to page 500 of 800. I wrote to the casino again yesterday, got no answer, only emails for bonuses
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3 years ago
Thank you very much Saskia for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Saskia,
I'm Nick and I'll be assisting you from now on in your issue. I would like to ask Locowin Casino to join us and help us resolve the player's issue.
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3 years ago
We haven't receive any respond from the casino yet. Please note that if we won't get any respond within the next 7 days the complaint will be closed as unresolved and may negatively affect the casino's rating.
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3 years ago
Translation
That was clear to me. They also didn't send me the betting history. Would like to go to the lawyer, but the 1000eu value in dispute costs the lawyer alone. That's why I don't care, look elsewhere for well-rated casinos, because I can't at all understand that they don't even give an answer here, and that this casino still gets a good casino rating here.
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3 years ago
Dear Saskia,
As you can see the casino did not respond to us at all. We will be now unfortunately forced to close the complaint as unresolved, which may however negatively affect the casino's rating. I'm really sorry that we could not help you more resolving this issue. I'm also not sure if it's worth a lawyer to get involed as the cost might be even higher. You can however still try to contact the licencing authority of the casino which might be able to help you out. Good luck and do not hesitate to contact us if you will come across any other trouble in the future, we will try our best to help you.
Best regards,
Nick
Casino.guru
