HomeComplaintsLocowin Casino - Player's withdrawal is delayed and support is unresponsive.

Locowin Casino - Player's withdrawal is delayed and support is unresponsive.

Amount: €2,000

Locowin Casino
Submitted: 29 Jan 2025 | Resolved : 14 Feb 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Spain had successfully completed the verification process after withdrawing 2000 euros but was then blocked from the support chat and did not receive responses to emails. They were unsure how to proceed. The issue was resolved after the player confirmed receipt of the payout.

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Yesterday, I withdrew 2000 euros from this casino and needed to verify my account. I completed the verification, but then they blocked me from the support chat and are not responding to my emails. I don’t know what to do.

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Dear Carlos_2121,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Locowin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise how long have you been a player of the casino and when exactly was your account blocked? 
  • Could you please share a screenshot of the error you see when attempting to log in?
  • What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
  • Did you achieve your current balance with the help of a bonus? 

Thank you very much in advance for your reply.

Best regards,

Tomas

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I played Crazy Time and made a deposit of 70 euros and it told me 2416 euros, of which I took 2000 in two deposits of 1000

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And I didn't do it with any bonus, it was with my own money.

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They haven't blocked me from accessing it, they just won't let me talk to the support chat or answer my emails.

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just send me that email

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They ask me for the kYC and I send it to them and nothing

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file That's what he told me, the last thing he told me

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Hi, I've already been verified but I'm not being answered in chat or email. I go into chat and this is what I get.

and it says that it has verified me

Yes, but they don't answer me

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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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Nevertheless, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.

Are your newly requested withdrawals still pending in your account? Since when?

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They are waiting for January 29th and now they ask me to verify the card, that's the only thing

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Thanks for the update,

Online casinos can ask for supplementary documents required for verification. I would recommend you cooperate with the casino regarding the verification of your account. Please let me know about any further developments.

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If I already have it verified and sent it to me in 48 hours, I'm supposed to receive the withdrawal. Look, I'll show you the photo. file

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Thanks for your reply.

Have you since received your payout from the casino?

Please let me know.

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Yes, I have already received it.

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Dear Carlos_2121,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru 

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