The player from Germany played a restricted game. The casino confiscated all accumulated winnings. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Locowin Casino - Player's winnings were canceled.
Black points: 66
Amount: €1,100
Locowin Casino
Safety Index:Above averageSafety Index
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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
8 months ago
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2 years ago
Translation
Hello I got in touch on 08/31/2022 a bit late but it is correct or not I won 1290.80 in Opal and had not yet implemented a bonus had about 100 € not quite to implement I got into the game Razorshark and had played it at every casino comes a message if you still have a bonus running that you can't play it here came a message only from the support where I wanted to pay it out and after 2 days it was still not on the account I saw the status in the casino that it was canceled and the whole profit that I won in Opal was canceled and I left my 20€ in a game account and the rest was gone, that's right that you don't show a message as a casino and afterwards when you pay out something like that you violated a bonus and deleted the money I don't know of any casino that doesn't display such a warning message and lets the players come so far as to play a game with a bonus, which because of the open bonus the game ern lets him play and lets him in and without a message only at the payout that it violated the bonus conditions 😖
Automatic translation:
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2 years ago
Dear 86Daniel86Frese86,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the casino confiscated your winnings because you played a restricted game?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Jop all the money away never left me on the account 20 € because what I had paid in and otherwise write about bk.SVt7any with whom I unfortunately have no proof wanted to make a screenshot where the conversation was over with them make there was after the chat from theirs Page completely gone had the opportunity not to do it in the years when I didn't play anything like that, it was always displayed in a casino if you wanted to play a game that wasn't allowed because of the bonus and you didn't even get into the game and that's it not to play at all and at locowin they did something like that especially so that those who don't hand it in and delete it who knows how many people it has already happened to that the coal has been deleted 😣
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2 years ago
Thank you very much 86Daniel86Frese86 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hi 86Daniel86Frese86,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Locowin Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Translation
Can you take action against them somehow 🤔😖
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2 years ago
Hi 86Daniel86Frese86,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the EADR Ltd, an MGA-approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the EADR and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
