Locowin Casino - El jugador afirma que el pago se ha retrasado.

On May 2nd, I had 50 free spins at Locowin at 1.40 on Red MAXX. According to the email, the maximum payout was €2,000. I was able to earn just under €42 from the free spins, which brought my total to €500. I then cashed them out.

A day later I received an email saying that the payout had been rejected because of free spins and the max win was €50.

They were then referred back to me.

I then reported in the chat that this was probably a mistake, since the email said €2000 Max Win.

The agent then confirmed that the max win for the promotion was €2000.

Now I have to prove that I had the free spins worth €1.40. Which I did. I sent the email as a screenshot and the player history from the game itself.

But no response from them for a week.

What can I do? Does anyone have any ideas?

Thanks in advance

Hatte am 02.05.bei Locowin 50 Freispiele auf 1,40 in Red MAXX. Laut Email 2000€ Max Auszahlung. Konnte knapp 42€ aus den Freispielen erzielen womit ich mich auf 500€ hochgespielt habe. Habe sie dann zur Auszahlung gebracht.

Ein Tag später bekam ich dann eine Mail das die Auszahlung abgelehnt wurde, aufgrund aus Freispielen ist Max Win 50 €.

Die wurden mir dann wieder zurückverwiesen.

Habe mich dann im Chat gemeldet das dieses wohl ein Fehler ist, da in der Mail 2000€ Max Win stand.

Die Agentin hatte es dann bestätigt das bei der Aktion 2000€ Max Win war.

Nun soll ich beweisen das ich die Freispiele auf 1,40€ hatte. Was ich auch gemacht habe. Habe die Mail als Screenshot und den Spielerverlauf aus dem Spiel selber geschickt.

Aber seit ne Woche keine Reaktion von denen.

Was kann ich da machen ? Einer eine Idee?

Danke im voraus

Dear Sarda54,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Sarda54, could you please request your game history in Excel format from the casino and send it to my email address at dominika.l@casino.guru?

Could you also forward the original bonus offer email you received from the casino that mentions the €2,000 maximum win, as well as any communication you’ve had with the casino, including emails or chat transcripts?

I have already uploaded all of this

Das habe ich alles schon hochgeladen

And I've already asked the casino for the Excel spreadsheet. No response from the casino.

Und ich habe das casino schon nach der Exeltabelle gefragt. Keine Reaktion vom Casino

Dear Sarda54, could you please forward me the request you sent to the casino asking for your game history?

Have you received any response from the casino about your game history request or the bonus issue?

Please let me know if there are any new developments.

Thank you for your effort, I received the payment today

Danke für Ihre Mühe habe heute die Auszahlung erhalten

Dear Sarda54,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru