The player from North Rhine-Westphalia has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Locowin Casino - Player’s winnings haven’t been received yet.
Amount: €2,000
Locowin Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I opened an account with Vegadream a long time ago.
At some point I paid in via Neteller, using my wife's Neteller account.
Fatal mistake because she told me that you are not allowed to do this and that it could lead to problems with withdrawals.
For this reason I have decided to close the account there to avoid any inconvenience.
After I had permanently closed the account there .. Vegadream drew my attention to the fact that despite the same license with other casinos .. not every casino is affected and it is separated in the event of a self-exclusion.
Well and good I opened an account at Locowin.
But didn't know at the time that it was the same license.
At least there I paid exclusively via Flexepin and cash to code.
After many losses, I made a profit of €2000 on 08/07/2022 and requested a payout.
Submitted all documents immediately on the same day.
The next day I got the message that terrified me..Please send us proof of your neteller account. Email address was my wife's.
I still thought they got it wrong.. After a long back and forth.. Yes, they have the same license from Vegadream. Nevertheless, I sent the proof of my wife and asked for goodwill and remained friendly.
After many live chats in which I was told not to worry about my winnings and the payment, I received the message today, August 12th, 2022, that my account was successfully verified but I should never deposit using other names again. Juhuuu I thought to myself .. Nothing there .. the lady from the live chat said her profit will no longer be paid out ... I should cancel the payment I didn't do it. I didn't see it .. either mine
Deposits will be refunded to me or I will receive my 2000€.
After I reported this by email..I even received an email in German that my winnings could not be paid out because of a bonus. All they credit me with is €250, which I have to reapply for payment.
But I didn't select a bonus. And also kept looking at the real money account the whole time while playing on August 7th, 2022... everything was fine there too. No indication of any bonus funds whatsoever.
Under real money was 2000 € and under bonus 0 €
I am shocked that this is being done to me and I really need help.
Many thanks for your time.
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2 years ago
Dear Dachpitti70,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Translation
Of the 250 €, the 200 € I applied for were transferred to me today. The money is on it too.
Nevertheless I demand the remaining 1750€.
Because I didn't use a bonus
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2 years ago
Thank you for your reply, Dachpitti70. Could you please forward me a screenshot of your bonus history? I just want to make sure that no bonus was used. You should be able to find it in your account.
Moreover, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 years ago
Translation
Hello Kristina, thanks for the feedback.
you can see the bonus history under history.
unfortunately I don't know.
I will forward the email to you.
Best regards
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2 years ago
Translation
Hello Kristina,
I must have sent you 10 emails earlier.
I asked the casino to send me an overview.
Unfortunately they don't want to send me anything.
I was only able to forward the history of my bets to you.
This shows what and what I have bet on.
I'm sorry for the disturbance and thanks for the help.
Warm greetings
Peter
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2 years ago
Dachpitti70, I see that the casino claims you played with a Free Spins Friday bonus which has a maximum cashout limit. The bonus/cashier history should be available somewhere in your casino account. Could you please check that again?
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2 years ago
Translation
Hello Kristina,
I played on Sunday.
There were no free spins.
Warm greetings
and thank you
By the way, I sent you the whole history.
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2 years ago
I see that you have forwarded the game history, but I don't see any bonus history. Maybe I am missing it? The closest thing to what I am asking for is this screenshot:
Is this the place where you could see all bonuses you activated in the past?
