The player from Germany deposited €350 for a welcome bonus and successfully met the wagering requirements, resulting in €5220 in winnings. However, Locowin canceled the payout, claiming he used a manipulative gaming strategy, despite his verification and adherence to the bonus terms. He seeks assistance in securing his winnings.
Locowin Casino - Player’s withdrawal has been denied.
Amount: €5,220
Locowin Casino
Safety Index:Above averageSafety Index
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7.0
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Case opened
Current status
Waiting for Casino Guru to reply
2d 19h 50m 25s
Case summary
2 days ago
Sensitive attachment
Sensitive attachment
6 days ago
Translation
Hello,
I deposited €350 as a first deposit welcome bonus on November 5, 2024.
https://m.locowin.com/promotions
After meeting the wagering requirements, I was able to withdraw €5220
After a week of waiting, I received an email from Locowin informing me that they had cancelled my winnings and refunded my deposit.
I cannot understand this and ask you to help me resolve the case so that the casino pays out my winnings.
I have complied with all of the casino's bonus terms and conditions and have not violated them.
I did not use any manipulative game strategy to benefit from the bonus, as the casino claims.
This was the email I received from Locowin:
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Hello Michael,
We are writing to inform you that following an internal investigation, management has decided to close your account.
If, after an investigation, it is found that you have participated or attempted to participate in a manipulative gaming strategy in order to take advantage of the bonus granted to you by the Casino, we reserve the right to refuse, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonuses or to terminate your connection with our website and/or block your account.
We have declined your withdrawal and deducted your funds.
Please note that we have left your account open so that you can make a withdrawal request for your deposit of €350.00!
The funds have been credited to your actual balance and can be withdrawn immediately.
Please note that our decision is final and this is an exception. Once the funds added to your balance have been withdrawn, the account will be blocked. As this is a management decision, you will no longer be able to access your account and it cannot be reopened.
Best regards
payment cashier
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I am already fully verified at the casino.
I hope you can help me solve this case.
Thank you and best regards,
Michael G.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
5 days ago
Dear Popy71,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Has the casino specified the manipulative gaming strategy?
Did you use a VPN?
Do you know anyone who created an account in this casino and activated the welcome bonus too?
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,
Dominika
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
Public
Public
4 days ago
Translation
Hello Dominika,
here are the answers to your questions:
Did the casino dictate the manipulative game strategy?
No, the casino simply made the claim that I participated in a manipulative gaming strategy. The casino did not provide any evidence or details of this.
Have you used a VPN?
No.
Do you know anyone who opened an account at this casino and also activated the welcome bonus?
No.
Is there a possibility that someone in your household or with the same IP address has also opened an account at this casino?
No.
Could you please share your communication with the casino?
I sent you an email with the conversation from Locowin.
Best regards,
Michael
Automatic translation:
Casino Guru is examining the case
