The player from North Rhine-Westphalia has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
Locowin Casino - Player’s withdrawal has been delayed.
Amount: €40
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
hello dear support,
About Help I would be happy.
All payouts - I've been a customer there for about 2, 3 months - at Locowin have been on my account incredibly quickly so far, but with this really ridiculous sum (40 euros - no bonus etc..), it is suddenly "under observation". - whatever that may mean - when asked, the answer was "the observation can last for days" - when asked again today, the same answer, with the difference "...weeks".
I really have no idea what that's supposed to mean, I'm a "low-level" player, but the choice of words doesn't make you feel like a customer, but a petty criminal. I assume they want to get rid of me, because I (mostly) take my winnings with me instead of gambling them again - it can't be anything else (see, as I said: the total - so absolute peanuts). And I also asked if maybe I was no longer wanted, then I would stay away or have my account deleted, but I always got the same stereotypical answer with the "observation"; Incomprehensible!
Thank you in advance and best regards, Fabienne
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1 year ago
Dear sundance65,
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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1 year ago
Translation
hello dear support,
thank you very much for your detailed answer!
Well, I think something is wrong here: it can't really be due to the verification, because I've already had various successful payouts that were written to my bank account in a flash.
Now I've been waiting for 2 weeks: and at first I was told I should wait a few more days - and when still nothing happened, I was written to say I had to wait a few more weeks; If you could give me at least one reason, I would have patience and understanding, but I'm afraid that nothing will come of it...
I'll get in touch with you again before Donnerstang and let you know if anything has happened - if it still hasn't happened then I'd appreciate it if you could get in touch with the casino, ok?
Greetings, many thanks and have a nice Sunday! Fabienne
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1 year ago
Translation
Hello dear Kristina,
Thank you for your concern.
I wrote you a message 5 hours ago (please see above your message from just now!):
no.
Kind regards, Fabienne
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1 year ago
Thank you very much for your reply, sundance65. Could you please advise when exactly you made your last successful withdrawal?
Would you be so kind as to 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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1 year ago
Thank you very much sundance65 for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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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1 year ago
Translation
Many thanks to Kristina and Michal🙂
I'm off site now until Tuesday and without internet.
Greetings and have a nice weekend! Fabienne
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1 year ago
Hello sundance65
I'm Michal and I have taken over your complaint. I have reviewed your case and although as you mentioned you have been verified as a legit player/person the casino has the right to request these checks anytime. I understand that the delay in your withdrawal request might look a bit weird as you have not used bonuses and requested a withdrawal of "only" €40, but the casino has the right to undergo additional security checks.
Anyway, I will still contact the casino to see if we can help.
We would like to invite Locowin Casino to join the conversation.
Dear Locowin Casino,
Can you please provide some information regarding the player's deposit?
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1 year 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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1 year ago
Translation
Hello Michael,
many thanks for the support!
The casino has now marked my payment status as "sent".
But the money is not in my bank account yet.
However, we have a holiday here today..
I'll get back to you tomorrow if it's there/or not.
Please don't close the case until then, ok?
Unfortunately I have to open a second one soon.
Thank you very much, you are great 🙂 Greetings, Fabienne
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1 year ago
Hello sundance65
Thank you for the update. I'm glad we could move with your complaint a bit further, but until you confirm that you have successfully received the funds I will keep this complaint "alive". Please allow a couple of days to reach the funds your account as the timeframe may vary. I hope this will be processed as soon as possible.
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1 year ago
Translation
Hey Michael,
Everything is good.
The money is in my account.
Many thanks and greetings 🙂
Fabienne
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1 year ago
Great news, sundance65. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.
We are here to help you.
Best regards,
Michal
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