The player from Spain faced issues withdrawing funds as the casino requested identification documents, specifically utility bills in his name, which he could not provide since they were all under his father's name. He had submitted bank statements from Caixa and Revolut, but these had been rejected. The Complaints Team concluded that without proof of independent income, further assistance could not be provided, and the complaint was closed.
Locowin Casino - Player's withdrawal is delayed due to identification issues.
Amount: €400
Locowin Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Translation
I made a withdrawal from the casino and it's not letting me withdraw unless I provide something for identification, like a utility bill or Wi-Fi bill, etc.
My income comes from my parents, and all the bills are under my parents' names; everything is under my father's name, which doesn't help me. The only thing I have are bank statements from Caixa and Revolut that should also work, but they are being rejected. I would like to know if you could help me find an alternative for the withdrawal.
Automatic translation:
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1 month ago
Dear adayhd13,
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.
- Do I understand correctly that you do not have your own income?
- Whose payment method did you use to make deposits?
- Which documents have you provided so far?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
Question 1
-I have no income, the ones I have are from my parents
Question 2
-deposit with revolut
Question 3
-I have provided my ID and I have tried what I told you, certificate of ownership of Caixa and Revolut and bank statement, I have contacted them as I can because they only speak English and they responded saying that I could send the Revolut statement, I sent it and they rejected it again
Edited
Automatic translation:
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1 month ago
Thank you for your reply, adayhd13.I understand your interest in continuing to play, but if you are unable to provide proof of your own income, we are unable to assist further. For your own financial well-being, it's essential to avoid all online casinos if you do not have independent income.
To meet casino requirements and ensure responsible play, every player must have a verifiable source of income. If you wish to continue playing in the future, please be prepared that casinos will ask you to provide documentation, such as a pay slip or tax report, to confirm this. Without this document there is a risk casinos will refuse to verify your account.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
