The player from Spain deposits 50€, receives a bonus, and successfully meets the wagering requirements by earning 7000€. After attempting to withdraw 3500€, the player faces verification issues and later discovers that his earnings have disappeared from his account. Despite receiving back the initial deposit, the withdrawal is canceled without explanation, and he is unable to contact support.
Locowin Casino - Player’s winnings have been confiscated.
Amount: €3,500
Locowin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case opened
Current status
Waiting for Casino Guru to reply
6d 11h 43m 15s
Case summary
12 hours ago
Public
Public
2 days ago
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.
Public
Public
2 days ago
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
Casino Guru is examining the case
Dominika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
