Locowin Casino - Player’s withdrawal has been delayed.

Locowin has approved my withdrawal on 10th December. Two weeks later I still didn't receive the funds. Whenever I contact them i get replies with a 😉 . It's annoying as they don't taie me seriously. Waiting for 2 weeks for 32 euro's is ridiculous. It's not the amount but the principle. You can't treat regular players like this

Dear Anelie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina,

My account was already verified some time ago. I made a successful withdrawal before however that also took quite some time. It now has been almost 2,5 weeks since my withdrawal was approved.

Thank you for your reply, Anelie. Could you please advise what is the current status of your withdrawal? Is it marked as pending or processed?

What payment method to withdraw your winnings have you opted for? Was it the same payment method as before?

Dear Kristina, the status of the withdraal is approved. This was on 10th December. Same bank method as before. I've asked them if I can contact the payment provider myself but they refuse to give details.

I contacted their live support again this now and for 2 weeks I hear it's under investigation....This casino is an absolute disgrace.

Thank you very much Anelie for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello Anelie,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Locowin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Locowin Casino team, could you please state the reason why the player's withdrawal has not yet been processed and when can she expect the payment?

Thank you in advance for providing the information.

Hi Branislav, appreciate your intervention. I contacted their live support again today and they give me the round around with the same answer I got for 2 weeks namely that the financial department is looking into it. It's not a big amount but it's the principle. They approved my withdrawal 3 weeks ago and for some reason unknow to me they refuse to pay out. I hope Casino Guru decides to change their reputation from questionable to bad because this is not a way to treat players. If they refuse to pay out then just say so then everyone knows where they stand but to give me the run around with excuses that i've heard daily for 2 weeks now is just an absolute disgrace. I've contacted their owner Gammix Ltd filing a complaint so curious if they will respond.

Dear Branislav,

Locowin obviously did not take the effort to respond. What's the next step? Whenever I contact their live support they are either not responding or they are still investigating (after 3,5 weeks) or they come up with the response that they are too busy. Is your site considering to change their reputation from questionable to bad? I'm appauled by the way they are treating me and probably other players waiting for their withdrawal. Meanwhile I filed a complaint with the MGA.

Dear Branislav, so far I still didn't receive the withdrawal. I contact Locowin on a daily basis and today they ask me to send a bank statement, which I already submitted, for them to open up an investigation? I was told 3 weeks ago that they are investigating the matter. What is the next step in this? This is not ok and this casino should be blacklisted. If someone reads this, don't play here!

Dear Anelie,

I am sorry for my delayed reply.

It seems to be a common practice from Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of multiple unresolved complaints marked "No Reaction Policy" we keep trying. We will try to contact the casino again and in other ways, too.

We would like to ask Locowin Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

The latest update is that according to locowin the amount was credited back to my account which is untrue. My withdrawal was approved and never received by me. The transaction history in my account is not accesible anymore. This casino is a scam and like to warn ppl not to play hetr

After 5 and a half weeks Locowin now claims that the withdrawal was bounced and immediately added back to my balance which is untrue. As from the date my withdrawal was approved I've checked with them on a daily basis when my withdrawal was going to be transferred and I didn't see the funds back in my balance. The first two weeks they told me they were investigating the matter, the last 2 weeks they said they were too busy and now they claim this. This is becoming extremely frustrating as they claim something based on untrue facts.

Dear Cappi,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you will not come across a problem like this again.

As you already have submitted a complaint with MGA and the casino failed to cooperate in resolving the issue with us again, unfortunately, there are no other options for how we could help you to receive your funds.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru