The player from Germany had his winnings cancelled due to breaching promotional terms and conditions. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy”.
Locowin Casino - Player’s winnings have been voided.
Black points: 29
Amount: €360
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.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello everyone,
I made two deposits at this casino totaling €301. Didn't claim any deposit bonus but got some free spins on deposit Total free spins value maybe €20-€50, didn't win much with it anyway.
Now I played Marching Legion with the credit, which is really not a forbidden slot according to the list and a bonus was not active either. In the end I had €360.37
When I paid out, all my money was simply reduced to €150, which is completely incomprehensible to me.
How can I deposit €301 and then be set at €150 when withdrawing?
If I've broken any guidelines and then all my winnings from the free spins are removed ok, but I can't have my real money balance removed too? I could have done without the few free spins wins.
Reason from the casino: A bonus was used where there is a withdrawal limit of €150 and therefore my money was cancelled.
I then wrote to the support that this must be an error because I made two deposits totaling €301 and the free spins are just a few euros.
Unfortunately, the support switched to stubborn and referred to forbidden games and a betting limit.
Automatic translation:
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2 years ago
Dear adfreevpn1337,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you been given any explanation from the casino regarding which exact rule has been breached and why your winnings have been confiscated?
Additionally, if there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello Petronela,
many thanks for your response. Supposedly there is a betting limit of €150. So if I deposit €300 and get €20 free spins, the money will be reduced to €150 even if you didn't win anything with the free spins. You could not win in this casino then. I can hardly imagine it, I've never experienced anything like it. Here is the reply I received via email:
"We are writing to you regarding your withdrawal request of €360.37. Unfortunately we had to decline the withdrawal as the winnings were made using a bonus which has a maximum withdrawal limit; please see our Terms and Conditions:
Your balance has been adjusted to €150.00 and you can submit a new withdrawal request."
Automatic translation:
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2 years ago
Thank you, adfreevpn1337, for the clarification. Could you please forward screenshots of your cashier and bonus histories to petronela.k@casino.guru? If you deposited funds into your account and received free spins from the casino on top of your real money deposit, the cashout limit for No Deposit bonus shouldn't be applied.
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2 years ago
Translation
Hello,
I have now sent screenshots of my history. If you need any more details, I'll be happy to provide them.
I definitely did not use a bonus and only received free spins through the deposit.
Automatic translation:
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2 years ago
Dear adfreevpn1337,
Unfortunately, I would like to inform you that since this casino has 15+ 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 Locowin Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
