Locowin Casino - Player's withdrawal is delayed due to verification issues.

I have 150 euros to withdraw for a month, but Locowin hasn't verified my address. Since I'm young, I don't have any bills in my name. I went to the town hall to get the residency certificate to send to them, but they say it's not valid. I've tried 4 times in a month, and on top of that, they take ages to respond.

Dear koldopsoe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please advise if you provided the casino with a photo of the original document instead of a scanned document?

Thank you in advance for your reply.

Best regards,

Tomas

They haven't told me anything about whether it's a photo or a scan, but a scanned document should be valid. I have attached the emails that Locowin sent me. None of them complain that it's scanned, they complain that it doesn't include the postal code, and the other attempts say that it's not a valid document.

Dear koldopsoe,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Locowin Casino. I wish I could be of more help.

I would recommend you provide a photo of the original document with post code present from your municipality.

If you are not successful, be sure to follow the casino's dispute process outlined in their terms and conditions:

https://www.locowin.com/terms-and-conditions point 10: COMPLAINTS & DISPUTES

by contacting first casno support, second an alternative dispute resolution body https://eadr.org/eadr-form/  and lastly the casino's regulator Kahnawake Gaming Commission at complaints@gamingcommission.ca

Feel free to take advantage of the resources on how to proceed with a complaint to EADR and the regulator in our article found here:

https://casino.guru/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.