Locowin Casino - La cuenta del jugador ha sido bloqueada.

Hello, everyone,

I have a total of around €24,000.00 in my Locowin account, and €20,000.00 are currently registered for payment. Since 05.05. the KYC is running. On 13.05. documents were requested again, which I received on 14.05. submitted later. Today my account suddenly got permanently blocked. The live chat doesn't want to give me any information.

Can you help me here?

Regards

Hallo zusammen,

Ich habe insgesamt ca. 24.000,00€ auf meinem Konto bei Locowin, zur Auszahlung sind aktuell 20.000,00€ angemeldet. Seit dem 05.05. läuft das KYC. Am 13.05. wurden nochmal Unterlagen nachgefordert, welche ich am 14.05. nachgereicht habe. Heute ist mein Konto plötzlich dauerhaft gesperrt. Der livechat möchte mir keine Auskunft geben.

Könnt ihr mir hier weiterhelfen?

Grüße

Dear rgbyhv8hcy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

Thank you for your feedback.

I opened the account on March 31, 2022.

The verification is not yet complete. On 14.05. I submitted the documents that were requested for the SOW and yesterday I was no longer able to register.

I played slots and live games. I'm not aware of what multiplayer is.

It was all earned without a bonus.

Best regards

Hallo Petronela,

vielen Dank für Ihre Rückmeldung.

Das Konto habe ich am 31.03.2022 eröffnet.

Die Verifizierung ist noch nicht abgeschlossen. Am 14.05. habe ich für das SOW noch nachgeforderte Unterlagen nachgereicht und gestern konnte ich mich nicht mehr anmelden.

Ich habe Slots und Live-Spiele gespielt. Mir ist nicht bewusst, was Multiplayer ist.

Es wurde alles ohne Bonus erspielt.

Beste Grüße

Hello Petronela,

I just sent an email with additional information

Best regards

Hallo Petronela,

ich habe soeben noch eine E-Mail mit zusätzlichen Informationen geschickt

Beste Grüße

Thank you very much, rgbyhv8hcy, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello,

Yesterday I received the message that my account will remain permanently blocked, but they want to pay out my balance immediately. Most of them have already arrived today. When everything is there, I'll be happy to report back.

Hallo,

gestern habe ich die Mitteilung erhalten, dass mein Konto dauerhaft gesperrt bleibt, man aber umgehend mein Guthaben auszahlen möchte. Heute ist der Großteil bereits angekommen. Wenn alles da ist, melde ich mich gerne nochmal.

Hi rgbyhv8hcy,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Locowin Casino to the conversation to participate in the resolution of this complaint.

Hello rgbyhv8hcy,

We apologies for the delay in reply. Your account has been closed for security purpose without possibility to re-open it again.

We have processed all your pending withdrawal from our side. Your will be notified via email when the remaining amount will be processed.

Your patience will be greatly appreciated...!

Best Regards,

Locowin Casino.

Hello,

as of today, about 1/3 of the payments are still missing. The payout was confirmed to me on Tuesday last week. Now when can I expect the rest?

Best regards

Hallo,

mit heutigen Stand fehlen noch etwa 1/3 der Auszahlungen. Bestätigt wurde mir die Auszahlung bereits letzte Woche Dienstag. Wann kann ich nun mit dem Rest rechnen?

Beste Grüße

To date, the remaining payment has still not arrived in my account.

Bis heute ist die restliche Zahlung noch immer nicht auf meinem Konto angekommen.

The remaining payout still hasn't reached my account.

Die restliche Auszahlung hat mein Konto immer noch nicht erreicht.

Hello rgbyhv8hcy,

As we could see that all your pending withdrawal have been processed from our side on 28/05/2022. The bank transfer takes 1-7 business working days depending upon the bank.

We request you to please confirm once you receive your money.

Best Regards,

Locowin Casino.

Hello, the rest of the payment arrived today. Thanks

Hallo, die restliche Auszahlung ist heute eingetroffen. Danke

Hello rgbyhv8hcy,

Thank you for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter