The player from Germany reported that the casino had refused to pay out his winnings twice, citing an active bonus issue and stating that he was a self-excluded OASIS player, which should have prohibited his participation. After multiple contact attempts, he was ignored, and his balance was erased. The Complaints Team concluded that due to the casino's consistent lack of cooperation and a history of unresolved cases, the complaint was closed as 'unresolved.' The player was advised to avoid Locowin Casino, as the casino's practices indicated a disregard for resolving issues.
Locowin Casino - Player’s winnings have been confiscated.
Black points: 47
Amount: €600
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
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Hello,
The casino refused to make two withdrawals from me. Apparently a bonus was activated and there were a few cents left over. The bonus was continued to be credited to the next hundreds of euros, as it was supposedly deducted from the total balance.
On top of that, I'm a banned OASIS player, I'm not even allowed to play there.
After several attempts to contact them, I have now been ignored and they have simply canceled my credit.
Best regards
Ralf P*******
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 months ago
Dear Prokudin7777,
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?
- Have you met all the wagering requirements associated with the bonus?
- Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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
Sensitive attachment
Sensitive attachment
3 months ago
Translation
Hello,
They claim that because of the free spins, every additional deposit was credited. There were a few cents left over. It wasn't an official bonus or anything like that, otherwise it would have been credited as bonus credit. After I requested all my deposits back (because I've been blocked since January), they decided to simply close my account.
Automatic translation:
Public
Public
3 months ago
Dear Prokudin7777,
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 10+ 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 casino's overall rating. 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. Please check all our 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 resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Locowin Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
