The player from Berlin has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.” The player later reopened the case and confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Locowin Casino - Player’s winnings haven’t been received yet.
Amount: €885
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Good evening, I have had a problem since 11/1/22 that locowin has still not processed my payouts. Today is 11/7/22. I've never had any issues with withdrawals before. I was and am otherwise very satisfied with this casino Locowin. Even slightly higher (100-200) payouts were processed and paid out within 2-3 maximum days later.
But now I am waiting for my pending withdrawals to be processed since 11/1/22. I've requested multiple withdrawals, with the first being requested on 11/1/22 and the others a few days later.
I am only ever told in live chat that it can take up to 48 hours for the finance department to pay out the winnings, but it can also be faster. Over these 48 hours I'm way over it. Then I am also told in live chat that they have sent a note to the finance department asking them to expedite my requested withdrawals.
Still I'm waiting in vain...
I have been with locowin for more than 1 or 2 years and have never had any problems. Now I'm a bit confused that the withdrawals are not processed. I'm even a loyal player there.
Now I need help with the payouts so I can enjoy and receive the winnings.
I see that locowin even has a license in Malta. So why shouldn't I receive the winnings?! I am a bit confused. Please help and support.
Thanks in advance.
Best regards from Berlin.
Dennis
Automatic translation:
Public
Public
2 years ago
Dear Nemo3007,
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
Public
Public
2 years ago
Translation
Hello Kristina, the live chat does not communicate with me but puts me off with the same thing every day (it can take up to 48 hours - but also less). However, I made my first withdrawal request on 11/1/22 and continued until 11/7/22. So in that sense several over several days. I've also been verified there with kyc for a very long time. I've paid several times, which worked without any problems. Now that I have a little more profit and want to pay it out, the finance department does nothing except that the live chat puts me off every day that it can take up to 48 hours and they forward it so that it can be processed faster....but without further ado Action by the finance department. I have 2 children and I would like to buy something from the little ones because these days everything has become very difficult.
I am asking for your help. I hope I don't have to wait another 6 days for them to help me.
Hello Dennis
Automatic translation:
Public
Public
2 years ago
Translation
Hi Kristina, I just wanted to give you a quick update, I now have a total value in dispute of €885. It has increased a little.
Kind regards
Dennis
Automatic translation:
Public
Public
2 years ago
Dear Nemo3007,
Unfortunately, we have come to the 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 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 resolving any kind of issue have died as the complaints grew in numbers. I can only suggest you submit the complaint to the MGA (the casino's regulator).
You can fill-up the form here:
https://www.mga.org.mt/support/online-gaming-support/
I wish I could be of more help.
The casino can reopen this complaint anytime.
Public
Public
2 years ago
Nemo3007 informed us via email, that he has received all pending withdrawals. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
