The player from Germany requested the withdrawal and blocked his account at the same time. However, his withdrawal has been rejected. The player has been accused of playing a restricted game while having an active bonus. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
Locowin Casino - Player's withdrawal was rejected.
Black points: 25
Amount: €51
Locowin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
Public
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2 years ago
Translation
Hi there,
Have played. Requested a withdrawal and at the same time had my account deleted as I never wanted to play again.
Later I got an email saying the withdrawal was denied because I violated regulations. That is OK for me. However, I no longer have access to my account and cannot withdraw my money. (The money was not affected by any bonus terms) only extra winnings which they (rightfully because of me) don't transfer. But unfortunately I can no longer access my deposit because the account is closed. Nobody reacts to the live chat, contact form, emails or calls. Simply frustrating. I need the money...
Automatic translation:
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2 years ago
Dear Jannik,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your account was closed at your request?
Has the casino provided any explanation as to why your withdrawal was rejected?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is 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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2 years ago
Translation
Hi Kristina, I just sent you the following email:
Dear Kristina,
Thank you for your help.
The following process.
Deposit 51 euros, get bonus. I played and made a profit. I wanted to have this win (without bonus) paid out, as I had done several times before. It always worked up until then, so I had my account deleted immediately afterwards because I didn't want to play anymore. Then below attached mail came, I violated terms and conditions because of live play. Therefore, my original deposit amount was transferred back to my casino account, unfortunately it was deleted and I no longer have access to it. The prize is gone, but okay, it's probably my fault.
Despite numerous emails, live chats, contact form calls in Malta, nobody ever answered... really cheeky.
My goal is that I can either access my account again to withdraw the money (without making a profit) or have the casino transfer it directly to me.
Attached is the email refusing my withdrawal. Need more info?
Thank you again Kristina for taking care of us "victims". But I think it should really be forbidden that nobody reports anymore. Really dubious. Thank you for your commitment and best regards
Jannik
Automatic translation:
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2 years ago
Dear Jannik,
I see that you have been accused of playing restricted games while having an active bonus. We believe, that casinos should automatically block such games to create a safer space for players. Unfortunately, we have come to the point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, 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 of rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since 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 resolving any kind of issue have died as the complaints grew in numbers. I can only suggest you submit the complaint to the MGA (the casino's regulator).
You can fill-up the form here:
https://www.mga.org.mt/support/online-gaming-support/
I wish I could be of more help.
The casino can reopen this complaint anytime.
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