Locowin Casino - Player’s withdrawals have been delayed.

Sehr geehrte Damen und Herren,

ich habe bei Locowin folgende Auszahlungen benatragt:

Trustly 2022-03-07 18:22:47 - €200.00

Trustly 2022-02-27 15:40:25 -€300.00

Trustly 2022-02-27 06:25:06 -€200.00

Bislang ist es weder zu einer Auszahlung gekommen, noch wurden zwei meiner Anfragen hierzu über das Kontaktformular beantwortet. Beim Versuch einen Mitarbeiter im LiveChat zu bekommen, bleibt selbst nach einer Stunde der Livechat unbesetzt.

Was kann ich jetzt noch machen?

Viele Grüße

Dear Biagio,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Could you please confirm that your account has been successfully verified already? Do I understand correctly that the payments are still pending inside the account without being processed? Have you accumulated your winnings with or without an active bonus?

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. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hallo,

zum verifizieren des Kontos wurde ich bislang noch nicht aufgefordert.

Hallo,

die Gewinne wurden nicht mit Bonusmitteln oder Gratis Spins, sondern mit von mir getätigten Einzahlungen erspielt.

Thank you very much, Biagio, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello, Biagio,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Locowin Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Locowin Casino Team, could you please state the reason why the player's withdrawals have not been processed yet? At what stage of the process will the player be asked for account verification?

Thank you in advance for providing the information.

Hello Biagio,

This is to inform you that, your account verification is pending since last month. We have already sent an email to you with the list of the documents in the last month. We request you to send your Identity card and proof of address to complete the verification process.

All the pending withdrawal will be processed once your documents gets verified.

We are awaiting for your reply.

Best Regards,

Locowin Casino.

Hallo,

die fehlenden Dokumente wurden heute von mir per Mail an support@hd.locowin.com und branislav.b@casino.guru versendet.

best regards from germany

Greetings all,

Thank you very much, Locowin Casino Team, for your reply and for providing the explanation.

Dear Biagio,

I confirm I received a copy of your email with attachments.

Please let us know once there is any progress with your issue.

We are looking forward to hearing from you soon.

Hi,

ich erhielt heute folgende Email:

Dear Biagio,

We are pleased to confirm that we have now successfully verified your Payment Method verification document. After all of your uploaded documents get approved, pending withdrawal requests will be sent to our Payments Team for processing. 

Thank you for your cooperation and good luck in the casino!

Yours sincerely, the Locowin team.

Note: This email address cannot accept replies.

Dear Biagio,

This is to inform you that, your account has been successfully verified. You have received an email today.

We request you to apply for the withdrawal.

Best Regards,

Locowin Casino.

Wieso soll ich einen Widerruf beantragen?

Hallo,

alle offenen Auszahlungsanträge wurden anstandslos bearbeitet und sind auf meinem Konto eingegangen. Damit gibt es keine weiteren Forderungen an Locowin, der Case kann geschlossen werden.

Hiermit bedanke ich mich bei allen Beteiligten von Casinoguro.com

für die tatkräftige Unterstützung und bei den Betreibern von Locowin für dir schnelle Mitwirkung.

best regards

Greetings all,

Regarding your question, Biagio, it is only a mistake in translation. Sometimes a withdrawal is translated from English as "cancelling a contract", according to the context. It is better to see the original text in English to see the casino representative used the word "withdrawal".

Thank you for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, Locowin Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru