Locowin Casino - Winnings from bonus play have been cancelled.

I was recently try this casino, Locowin and got a welcome bonus of 125 euro (made a deposit 125 euro) in total 250 euro. I played a lot of Nettent slots, which you can honestly play in every casino with a bonus. My favourite is Twin spin. In the end I fullfilled my wagering requirements and made a withdrawal of 1000 euro. On top of that I didn't had to use my bonus money as I still won all my winnings with my real balance.

After they asked me to verify my account, I have sent all the required documents. I have just received in e-mail that I breached the bonus conditions because I wasn't able to play the game 'Twin Spin' with my bonus money.

Now this is my problem. I do understand that there are T&C coming with a bonus, but what I always do is scan them. Never ever did I see the slots they exclude, apparentely there is a huge list that you can't play. My problem is that there is no player that is reading all the pages of T and C and I am sure this is a common problem with this casino. Have you ever heard of a casino that is not allowed any slots to play with a bonus? I havent and I have visit over a 100 casinos already and NEVER have I faced this problem. I know this is going to be a very hard case as the T and C are what it is. But honestly, which casino is giving restrictions to slot games, maybe in waggering but never to play the slots 

On top of this I didn't do this on purpose, I was just playing and had a good time. A violotion of the terms is a big word for someone who didnt know about it. The casino should restrict players with a bonus to play those games. The list of restrict slots is that big that you easily make a mistake, as it is not a test, they should lock down those games.

I have never ever experienced something like this and it makes me furious that its very easy for a casino to take its players for granted and not give any warning before opening slots with Any restriction. they should protect their players and block them plus nobody is really reading all the terms and conditions and they know it.

I find it very hard to let this go because I also didnt play with my bonus amount, so basically the winnings are mine and should have just pay out.

worst casino ever played with surrealistic terms and conditions and because I am sure I am not the only who happened this, it feels like a scam

Dear Anoek,

Thank you very much for submitting your complaint through our website. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website and I must say that the list of forbidden games for bonus play is rather long and your favorite slot machine Twin Spin is included:

(6.11 With an active bonus the following games are strictly forbidden to play, Table Games, Video Poker, Jackpot Games, 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, Max Quest: Wrath of Ra, 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, Simsalabim, Sinbad, Slotomoji, 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, Zombies, SugarPop, Danger High Voltage. In case that this is breached the bonus and any potential winnings derived from the bonus will be forfeited.)

Unfortunately, if the casino shares all the relevant information on its website, there is not much I can do for you in this matter. It is not unusual for casinos to put restrictions on bonus play (restricted games, game providers, maximum bet etc.). I understand that it would be easier for the players, if the games which are not permitted during bonus play were blocked completely, but, unfortunately, that is not a common practice. We hope it becomes a common practice in the future, though.

Regarding the order of wagering your funds during bonus play, majority of the bonuses have the same order: "When playing during an ongoing campaign or bonus, the member's account is first charged of the real money balance and thereafter from the bonus money." Unfortunately, it doesn’t mean that the bonus is not active during the wagering of your real money first.

Please, understand that breaching the terms led to confiscating the bonus winnings and it is an irreversible process. I am sorry I couldn’t help you more in this case.

Best regards,

Petronela

Dear Anoek,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.