Locowin Casino - Player’s winnings have been confiscated.

Hello, I withdrew 945 euros from my Loco Win account. I deposited 100 euros, they gave me a bonus of +85 for depositing the 100 euros, and they converted the 185 into a bonus, which meant I had to play with it before I could withdraw anything. To be able to withdraw, I had to wager 3000 euros. I did this and had a total balance of 945 euros, including available funds. I proceeded with the withdrawal, verified my account, and fulfilled all the requirements they asked. Two days later, I received an email stating the following: (We are writing to you regarding your withdrawal request of 945.86 €. Unfortunately, we had to reject your withdrawal request due to a breach of our Terms and Conditions by placing bets with active bonus funds exceeding the limit while playing restricted games during the bonus transfer.) I logged into my account and saw that I only had 100 euros out of the 945 I should have. I need to withdraw the 945 I have won, so I believe this is a scam. What can I do in this situation? Thank you very much in advance for your help.

Dear 24roblees,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• If you wish to forward any relevant communication or supporting evidence you can do so at petronela.k@casino.guru. 

Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela, no, the casino did not warn me about anything and it was not my first bonus, it was the second bonus in loco win.

Dear 24roblees,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from this casino. I wish I could be of more help.

The casino can reopen this complaint anytime.