Locowin Casino - Player’s winnings have been confiscated.

Hi, I got the initial bonus of the casino, I deposit 50e that they converted in 100. Ok I have been reading the conditions of the bonus and I do all right I do x36 of the value because I earn up to 7000e and more than 40 bets. I withdrawal the amount when I lost 3500 so I withdrawal 3500 the day 9 of this month. I have been a week uploading info to verify my account and when it was verified they said to me to whait 48h more then I contact support and said to me that there was an internal problem with the withdrawal validation. Then now I have check and in the registered earnings of my account the 7000 riched earnings magically disappeared when a week aerly it appear. Today day 18 they have give me back the initial 50e and canceled my 3500 withdrawal with no email explanation or something saying to me what happens with my money. Also even first time since I start in this page now they are not attending me on chat it say there are no agents and it suppose to be 247 support. I don't understand nothing. Thanks god I have videos and proofs of all. I upload them. I have videos also of all the bets I did also playing that day winning the 7000 and how now it doesn't appear on the logs (I don't now how to upload videos but show me and I upload more if you need). Im very mad hope you can help me please.

Dear AngelDiaz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Could you share your bonus history?
• Could you please share your communication with the casino regarding the canceled winnings? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I just checked the live chat and found that agents are currently available. However, please note that the chat service is unavailable 24/7, so you may want to try accessing it at a different time.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

• No never made a withdrawal before
• KYC Verification passed
• I upload the bonus history
• I already the screencaptures where the 3500 are canceled i have Not communications Of that

I think its because The 4€ max bet Of The welcome bonus… but i Didnt wanted the inicial bonus i was automatcly forced to it… this is amazing

I checked the bonus terms 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 (or the equivalent in any other currency) 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."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 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. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru.

Please bear in mind that you always have the option to cancel a bonus if you do not want to use it or if it was credited to your account automatically.

If there is any other relevant communication between you and the casino, please send it as well.

Dear AngelDiaz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of AngelDiaz. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Ok, and what else do you need? There you have everything.

Dear AngelDiaz,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, 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, we have no other choice since it seems to be a common practice for Locowin Casino to ignore us completely in our attempts to mediate any kind of issue.

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. I wish I could be of more help.

I would recommend you undergo the casino's dispute process you can read about it here first:

https://www.locowin.com/terms-and-conditions (point 10. QUEJAS)

If you end up contacting the casino regulator, feel free to take advantage of our article on how to do so here: https://casino.guru/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.