The player from North Rhine-Westphalia has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
Locowin Casino - Withdrawal of player's winnings has been delayed.
Black points: 121
Amount: €995
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
1 year ago
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2 years ago
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Confidential documents have been requested for about 2 weeks and I finally sent the account statements to the casino.
now you would like to know the origin of the money and you want to know with what money i bought paysave cards and all the individual receipts. all of this is not possible for me and now I've been waiting for about 2 weeks... first they wanted the pension notice, then bank statements and now everything was bought in detail where, when and from what money, that's not normal, is it? ? before that everything worked with the payment. you can still deposit now...
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2 years ago
Dear giselaaa123,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
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The problem is that they want to have documents for 2 weeks that they are not allowed to have. They want to know what money I played with, they are not satisfied with the answer that I had saved money or that I gambled with a profit. you want to have deposits for every single deposit. but how am i supposed to give them a receipt for the money saved or for a paysave card bought at the kiosk. And they're not allowed to send the casino savings account statement, are they?
I had added screenshots to the request here...
The casino has bank statements, ID proof of address and a bill for residence..
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2 years ago
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They are bothered by the fact that my pension is not that high, but I had bet more.. that is the exact problem they have.. and in addition, I had also won something at the same casino in the months, which I then paid in again had.. that's very funny what kind of information they want
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2 years ago
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I have now uploaded more documents and still nothing has happened, other documents have been requested again and again and now the casino account is also completely blocked..
I hope I get help here, I've uploaded everything they asked for. As soon as I hear from them again, I'll write here.
Find mitlerweile more than questionable what is happening here
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2 years ago
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Are further documents or screeshots required here? I would really like to know what's going on in this casino
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2 years ago
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Since last Saturday there has been no response to e-mails from locowin, and the live support says I have to send an e-mail otherwise I cannot be helped.
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2 years ago
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The same documents were requested again today, and it is now no longer possible to describe in words what is going on
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2 years ago
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No, still not and my account is now even blocked.. I have sent the casino so many documents and they won't give up, they always want other documents.. I'd be happy to show you all the documents you've already received
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2 years ago
Dear giselaaa123,
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 in 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.
