Locowin Casino - El jugador tiene problemas para completar la verificación de la cuenta.

On April 17th, 2022 I sent all the documents and I've been waiting for the confirmation from KYC for 3 weeks, I'm trying to contact unfortunately no chance of anyone answering me!

is terrible to wait so much for 1100€!

Why can't I talk to anyone and just pay out the money is my right!

Am 17.04.2022 habe ich alle Unterlagen zugeschickt und ich warte seit 3 Wochen schon die Bestätigung von KYC , ich versuche zu kontaktieren leider kein Chance jemand mir zu antworten!

ist schrecklich für 1100€ so viel zu warten !

warum kann ich mit niemanden besprechen und das Geld einfach auszahlen ist mein Recht!

Dear Victoria,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you already provided? Do I understand correctly that €1,100 (dispute value) is currently stuck in your account due to ongoing verification?

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,

Kristina

Registration certificate, identity card, (from me Victoria T***** and (bank account statement, account owner is my partner Daniel D*** my life partner!

for that, I've been waiting since April 17th, 2021!

It's not okay to wait so much for just a confirmation!

and until the money is deposited in the account I have to wait another 6 months! Terrible!

Anmeldebescheinigung , Personalausweis , ( von mir Victoria T***** und (Bankkonto Auszug , Konto Inhaber ist mein Partner Daniel D*** mein Lebenspartner!

für das, warte ich seit 17.04.2021 !

Es ist nicht in Ordnung, für nur eine Bestätigung so viel zu warten !

und bis das Geld im konto eingezahlt werden muss ich noch 6 Monaten warten! Schlimm!

Thank you for your reply, Victoria. Could you please forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Yes , and how is the problem solved ?

Ja , und wie wird das Problem gelöst ?

I am sorry, Victoria, but I don't understand your question. Could you please elaborate?

Also, please note that I haven't received any emails from you. Would you be so kind as to provide the required communication between you and the casino? My email address is kristina.s@casino.guru.

How is my problem with Locowin solved. Because of payment!

Wie ist mein Problem mit Locowin gelöst . Wegen Auszahlung!

Thank you very much Victoria for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Victoria,

I will assist you with your complaint from now on. I would like to ask the representatives of Locowin casino into the discussion in order to help us resolve the verification and withdrawal issue.

Hello, account is verified, but although I have sent the registration, the address proof is correct for KYC and I would like to send other documents such as (gas bill, electricity) etc!

That can't be, the exact address is there!

Yes, please invite! I've been waiting for this payout since 17.04!

Hallo , Konto ist verifiziert, aber obwohl ich die Anmeldung zur Geschickt habe , die Adresse Nachweis stimmt für KYC und möchte andere Unterlagen zuschicken wie z.b ( Gas Rechnung, Strom ) etc !

das kann nicht sein , steht ganz genau die Adresse da!

ja ,bitte einladen ! Ich warte seit 17.04 für diese Auszahlung!

Please invite Locowin representatives to sort this out . How can it be that the address is wrong. I've even sent registration is quite accurate! Account is not fully verified

Bitte die Vertreter von Locowin einladen , das zu klären . Wie kann sein die Adresse stimmt nicht . Ich habe sogar Anmeldung zugeschickt steht ganz genau ! Konto ist nicht komplett verifiziert

Hello Victoria,

We apologies for the delay in reply. The KYC verification process is mandatory.

As we could see that you didn't provide the valid proof of address in the beginning that's why you got an email from relevant department with explanation that what are the valid documents.

We have forwarded your documents to our relevant department which was sent by you again. We will get back to you as soon as we get reply from them.

Your patience will be greatly appreciated.

Best Regards,

Locowin Casino.

why was the proof of address not valid? I don't understand !

I have the other proof of address on May 15th, 2022, do I have to wait another 1 month just for verification, or is there something wrong with you again?

warum War Adressemachweis nicht gültig? verstehe ich nicht !

Ich habe die andere andressnachweis am 15.05.2022 , muss ich wieder 1 Monat warten nur für Verifizierung, oder kann sein das schon wieder irgendwas für euch stimmt nicht !

Hello all,

Thanks for the reply,

Locowin Casino,

Please inform us about the result regarding the proof of address as soon as you are able.

I shared on 05/15/2022, please check as soon as possible!

Best regards

Habe mit geteilt am 15.05.2022, bitte so schnell wie möglich auch überprüfen!

liebe Gruße

Hello Victoria,

We are happy to inform you that your account has been successfully verified.

You got an email regarding this today and we informed to request a new withdrawal which you have applied today.

You will notified soon once your withdrawal gets approved.

Your patience will be greatly appreciated..!

Best Regards,

Locowin Casino.

Great, I know!

How long does it usually take for the payout to be approved?

Best regards

Super , weis ich Bescheid !

wie lange dauert normalerweise bis die Auszahlung genehmigt wird !

liebe Grüße

Hello all,

thanks to Locowin casino for the good news.

Please let us know when the withdrawal will be approved, and the transaction will be completed. Much appreciated!

Hello Locowin,

does she want to tease me

I declined my withdrawal, I have the right to withdraw the money, I won and for that I deposited a total of €365! i want to get back the money i deposited if they don't pay me the money i won!

I won and the money is simply not paid out and out of 1050€ there is only 45€ in my Locowin account, is that a hoax?

Hallo Locowin ,

möchte sie mich verarschen ,

meine Auszahlung ich abgelehnt, ich habe das Recht das Geld auszahlen lassen , ich habe gewonnen und dafür habe ich insgesamt 365€ eingezahlt! ich möchte das Geld was ich eingezahlt habe zurück zu bekommen wenn sie mir das Geld was ich gewonnen habe nicht ausgezahlt bekomme!

ich habe gewonnen und einfach das Geld nicht ausgezahlt wird und von 1050€ ist in mein Locowin Konto nur 45€ drauf , ist das Verarschung?

I offer Locowin,

deposit the money on it, I don't have 1050€ in the bank account and also not in the Locowin account, as I said, I deposited like money and played with it!

and now i lost over 1400€ because of you

add the €1050 to the Locowin account or, as I said, pay out the money I paid in total!

It's straight up a hoax

Ich biete Locowin ,

das Geld drauf einzuzahlen, ich habe 1050€ nicht im Bankkonto nicht und auch nicht im Locowin Konto , ich habe wie gesagt wie Geld eingezahlt und damit gespielt!

und jetzt habe ich über 1400€ verloren Wegen euch

mach die 1050€ im Locowin Konto drauf oder wie gesagt das Geld was ich insgesamt eingezahlt habe mir auszahlen !

Es ist direkt eine Verarschung

Hello Victoria,

As we could see that you had broken our bonus terms due to which your winnings had been forfeited. You have received an email regarding the same.

We request you to read our bonus terms carefully to avoid the situation like this in the future.

Best Regards,

Locowin Casino.

Victoria,

could you share what was the explanation from the casino? Why did they void your winnings from the bonus?

Hello Victoria,

We are writing to you regarding your withdrawal request of €1,050.00.

Unfortunately we had to decline your withdrawal request due to a breach in our Terms & Conditions.

Winnings were generated while placing bonus bets over the limit of the promotions ([TEMPLATE_BONUS] - 100% Wagering 18x up to 200€ (20-100€) - Bonus + Deposit EUR & Welcome Bonus 1 EUR). By placing bets over the limit of €4.00 and on restricted games (Sweet Bonanza Xmas) during bonus rollover you breached the Terms & Conditions of the promotion hence your withdrawal request being declined and winnings generated were voided.

Your initial deposit has been returned to your cash balance.

Please have a look into the following attachment or visit our website for more information: https://www.locowin.com/bonus-terms

Should you have any other questions, concerns or comments, please do not hesitate to contact our customer service team.

Sincerely,

Payments Cashier 

Hello Victoria,

thanks for your message.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Are you aware you breached the maximum bet rule? Did that happen exclusively in the aforementioned game or in other games as well?

Yes, but if the money could not be paid out, it should simply remain on the Locowin account as money so that you can continue playing! Don't just take everything away

ja , aber es sollte wenn das Geld nicht auszahlen konnte einfach weiter auf dem Locowin Konto als Geld bleiben damit Mann weiter spiele kann ! Nicht einfach alles weg nehmen

Victoria,

penalty for breaching the casino rules is confiscation of the winnings because the casino considers the winnings illegitimate. When you asked for a withdrawal after the check of your gameplay was complete, the casino confiscated your winnings.

Please pay attention to my other question. Was the max bet breached exclusively in the aforementioned game or in other games as well?

Yes!

Ja !

Victoria,

I have sent you an email with an additional question. I'll be waiting for your answer.

Hello Victoria,

Thanks for answering my questions.

Unfortunately, the casino didn't prevent you from breaching the max bet rule and there is not much I can do to support your case at this time. I would strongly recommend reading all the terms and conditions carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must be followed. Please do not hesitate to contact me if there is anything else I could do for you in this matter, otherwise, I will be forced to close this complaint.

Thanks for your understanding.

Thanks !

Danke !

Hello Victoria.

I am taking over your complaint because my colleague Tomas is sick.

As Tomas wrote, in this case, there is nothing we can do. The casino acted according to its terms and conditions, so we are closing this complaint as rejected.