The player from Germany had had his balance voided for allegedly breaching bonus terms. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Locowin Casino - The player's balance was voided.
Black points: 99
Amount: €2,374
Locowin Casino
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7.0
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Dear Ladies and Gentlemen,
I signed up at online casino Locowin last week and deposited €120 plus 100% bonus. So I had a total account balance of 240€. I won around €2370 with my real money. However, this money was credited to me as a bonus credit and had to be implemented first so that it became real money. I did the same and had my winnings paid out. Two days later, however, my payout was not accepted because I allegedly broke rules. It was about games that you are not allowed to play with bonus credit. At the time I didn't get any hint that you can't play this game with a bonus, although I was still playing with my real money anyway and the win was credited as a bonus. If you can help me, I would be very grateful for a feedback.
Kind regards
Yannick B****
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear Yannick ,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus Terms and Conditions and this is what I found:
"2.6. Different games and game types contribute towards fulfilling wagering requirements to different extents. For instance, if a game type delivers 100% towards wagering, it means that if you bet €1, €1 will count towards completion of the wagering.
Below are the games’ bonus wagering contribution rates:
• Slot games: 100% (aside from list below which we reserve the right to update and forfeit any winnings if bonus funds are wagered on these games.)*
• All other games: 0%
*With an active bonus the following games are strictly forbidden to play, Table Games, Video Poker, Jackpot Games(Games from the Jackpots Section included), Live Casino and the following slot games: 1429 Uncharted Seas, Big Bad Wolf, Blood Suckers, Bonanza, Castle Builder, Castle Builder 2, Da Vinci's Treasure, Dead or Alive, Dead or Alive 2, Eggomatic, Hellboy, Hot Spin, Immortal Romance, Jackhammer 2, Jammin Jars, Jingle Spin, Jungle Spirit, Koi Princess, Lost Relics, Lucky Angler, Madame Destiny, Moon Princess, Peking Luck, Reactoonz, Rich Wilde and the Tome of Madness, Rise of Olympus, Robin Hood - Shifting Riches, Scrooge, Secret of the Stones, Secrets of Atlantis, Sinbad, Sushi Bar, Sweet Bonanza, Sweet Bonanza Xmas, The Dog House, Turn Your Fortune, Twin Spin, Victorious, Vikings, Who Wants To Be A Millionaire, Wild Swarm, SugarPop, Danger High Voltage, Ozzy Osbourne, Razor Shark, Wild Frames, Aztec Bonanza, Lil Devil, The Dog House Megaways, Who wants to be a millionaire mystery box, Dark Joker Rizes, Reactoonz 2, Le Kaffee Bar, Beautiful Bones, Cherrypop, Deadwood, Jokerizer, San Quentin Xways, Caribbean Anne, Golden Beauty, Bronco spirit, Dragon Kingdom Eyes of Fire, 5 Families, Book of 99, Jammin Jars 2, Tombstone RIP. In case that this is breached the bonus and any potential winnings derived from the bonus will be forfeited."
However, we believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.
Could you please forward your game history along with any relevant communication to nikolas.b@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Nick
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2 years ago
Translation
Thank you for your feedback. I wasn't aware of anything that I wasn't allowed to do as I was playing with my real money and not the bonus balance. All my real money winnings were credited to the bonus balance. There should be notices when you are not allowed to play games with a bonus. I wonder if this kind of thing is legal in Germany, since other online casinos clearly point out that some games are only allowed to be played with real money. For me it's pretty close to a scam and I can't imagine that it's allowed here in Germany. But I would like to be taught a better one.
Kind regards
Yannick
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2 years ago
Translation
Good morning,
I have written to the casino regarding my gaming history and asked them to email it to me. Unfortunately I haven't received any feedback yet.
Kind regards
Yannick
Automatic translation:
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2 years ago
Dear Yannick,
Some game providers have restricted a few country from which you can't play their games. However, it is entirely up to the casino which games are restricted when playing with a bonus. But as mentioned above, we believe that it should be implemented to automatically block such games. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello, Yannick,
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,
It is not very difficult to implement game restrictions while playing with active bonus funds in the casino software. There are even several ways available to prevent unintentional violations of such restrictions and to keep the casino environment safe for players.
As this situation could have been easily avoided, could you please reconsider your decision in this case or provide us with an explanation and your point of view?
Thank you in advance for your cooperation.
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2 years ago
We would like to ask Locowin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.
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2 years ago
Translation
If no decision is reached, I will probably try legal means. In my opinion, such an act is not permitted in Germany.
Automatic translation:
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2 years ago
Dear Yannick,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
The casino can reopen this complaint anytime and you will be notified about it by email.
In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (branislav.b@casino.guru).
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
Best regards,
Branislav, Casino.Guru
