Locowin Casino - El jugador cree que el reintegro se ha retrasado.

Withdrawal delayed for over 12 days – KYC already completed, support provides vague information

Previous steps:

All required KYC documents were submitted and approved on time.

Multiple contacts via live chat and email.

A formal request to support to specify the status and the reason for the delay.

Email to Locowin:

Dear Locowin Support Team,

I am writing to you regarding my withdrawal request submitted on 14.07.2026 for the amount of 800€ via Mifinity (E-Wallet) which has still not been received.

According to your support team, the request is currently undergoing "internal checks by the relevant department." I would like to highlight the following facts:

1. KYC Verification is Complete:

My Know Your Customer (KYC) verification has already been successfully approved, and no further documents have been requested.

2. Not My First Withdrawal:

This is not my first withdrawal with Locowin. Previous transactions were processed without any issues.

3. Excessive Delay:

An 8-day waiting period significantly exceeds the standard processing times for your platform, especially for E-Wallets and Crypto, which are typically processed within hours to a few days.

While internal compliance checks are understandable, I require a specific explanation for this extraordinary delay. Please provide the following details:

-The specific reason for the hold (eg, bonus terms review, source of funds check).

-Confirmation of whether the payment has already been released to the payment processor.

-A transaction reference number or proof of release.

I request that this matter be prioritized immediately and that I receive a concrete response or confirmation of the payout within the next 48 hours.

If no resolution is reached within this timeframe, I will be forced to consider further escalation options to secure my funds.

I await your prompt reply.

Sincerely,

[redacted]

There was no response to that.

Auszahlung seit über 12 Tagen verzögert – KYC bereits abgeschlossen, Support gibt vage Auskünfte

Bisherige Schritte:

Alle erforderlichen KYC-Dokumente wurden fristgerecht eingereicht und genehmigt.

Mehrfache Kontaktaufnahme per Live-Chat und E-Mail.

Formelle Aufforderung an den Support, den Status und den Grund für die Verzögerung konkret zu benennen.

Email an Locowin:

Dear Locowin Support Team,

I am writing to you regarding my withdrawal request submitted on 14.07.2026 for the amount of 800€ via Mifinity (E-Wallet) which has still not been received.

According to your support team, the request is currently undergoing "internal checks by the relevant department." I would like to highlight the following facts:

1. KYC Verification is Complete:

My Know Your Customer (KYC) verification has already been successfully approved, and no further documents have been requested.

2. Not My First Withdrawal:

This is not my first withdrawal with Locowin. Previous transactions were processed without any issues.

3. Excessive Delay:

An 8-day waiting period significantly exceeds the standard processing times for your platform, especially for E-Wallets and Crypto, which are typically processed within hours to a few days.

While internal compliance checks are understandable, I require a specific explanation for this extraordinary delay. Please provide the following details:

-The specific reason for the hold (e.g., bonus terms review, source of funds check).

-Confirmation of whether the payment has already been released to the payment processor.

-A transaction reference number or proof of release.

I request that this matter be prioritized immediately and that I receive a concrete response or confirmation of the payout within the next 48 hours.

If no resolution is reached within this timeframe, I will be forced to consider further escalation options to secure my funds.

I await your prompt reply.

Sincerely,

[redacted]

Darauf würde nicht reagiert.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear TheCooN82,

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

Update:

I am filing a complaint against Locowin Casino because my withdrawal has been delayed for over 12 days. Their support is providing contradictory and misleading information regarding the verification process.

Chronology of incidents:

Payment request: On [14.07.2026] I requested a payment of [800€].

Delay & Support Claim: On [27.07.26], support informed me that my KYC check was not completed.

Did not receive an email:

I did not receive an email from Locowin requesting proof of address. I checked my inbox and spam folder – no trace of such a message.

Inconsistent KYC status: On July 27, 2026, my KYC status in the system was suddenly marked as "completed" or "approved" without me having to upload any further documents. The system appears to have automatically completed the verification as successful.

It's supposed to take 48 hours for me to receive my money. But I already heard that 12 days ago. So Locowin supposedly took 13 days to tell me that proof of address was missing, which I then didn't need to upload. This despite me asking about the status in the chat every day.

Update:

Ich reiche eine Beschwerde gegen Locowin Casino ein, da meine Auszahlung seit über 12 Tagen verzögert ist. Der Support gibt widersprüchliche und irreführende Auskünfte bezüglich der Verifizierung.

Chronologie der Vorfälle:

Auszahlungsantrag: Am [14.07.2026] beantragte ich eine Auszahlung von [800€].

Verzögerung & Behauptung des Supports: Am [27.07.26] teilte mir der Support mit das meine KYC prüfung nicht abgeschlossen.

Keine E-Mail erhalten:

Ich habe keine E-Mail von Locowin erhalten, die einen Adressnachweis anfordert. Ich überprüfte meinen Posteingang und Spam-Ordner – keine Spur einer solchen Nachricht.

Widersprüchlicher KYC-Status: 27.07.26 wurde mein KYC-Status im System plötzlich als „abgeschlossen" oder „genehmigt" markiert, ohne dass ich ein weiters Dokument hochladen musste. Das System hat die Prüfung scheinbar automatisch als erfolgreich abgeschlossen.

48h soll es nun dauern bis ich mein Geld erhalte. Das habe ich ja aber bereits vor 12 Tagen gehört. Locowin hat also angeblich 13 Tage gebraucht um mir mitzuteilen das ein Adressnachweis fehlte den ich dann nicht hochladen brauchte. Das obwohl ich jeden Tag im Chat nach den Stand fragte.

Dear TheCooN82,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

There's nothing new. I still haven't received anything.

Es gibt nichts neues. Habe noch immer nichts erhalten

Now I'm getting this information again:

Thank you for your patience. Due to our due diligence requirements, we need to conduct additional checks on your withdrawal request. This may extend the validation process by a few days. Please be assured that you will receive an email notification from the relevant department once these checks are complete. We thank you for your understanding and cooperation during this process.

Nun bekomm ich wieder diese auskunft:

Vielen Dank für Ihre Geduld. Aufgrund unserer Sorgfaltspflicht müssen wir zusätzliche Überprüfungen Ihrer Auszahlungsanfrage durchführen. Dies kann den Validierungsprozess um einige Tage verlängern. Seien Sie versichert, dass Sie nach Abschluss dieser Überprüfungen eine E-Mail-Benachrichtigung von der zuständigen Abteilung erhalten. Wir danken Ihnen für Ihr Verständnis und Ihre Kooperation während dieses Verfahrens."

Update from chat support:

Please note that we use a translator; we apologize for any spelling or grammatical errors. Let us know if anything is unclear.

Thank you for your patience. Due to our due diligence requirements, we need to conduct additional checks on your withdrawal request. This may extend the validation process by a few days. Please be assured that you will receive an email notification from the relevant department once these checks are complete. We thank you for your understanding and cooperation during this process.

That's exactly what they said 12 days ago.

Update vom chat support:

Bitte beachten Sie, dass wir einen Übersetzer verwenden, wir entschuldigen uns für eventuelle Rechtschreib- oder Grammatikfehler. Lassen Sie uns wissen, wenn etwas unklar ist.

Vielen Dank für Ihre Geduld. Aufgrund unserer Sorgfaltspflicht müssen wir zusätzliche Überprüfungen Ihrer Auszahlungsanfrage durchführen. Dies kann den Validierungsprozess um einige Tage verlängern. Seien Sie versichert, dass Sie nach Abschluss dieser Überprüfungen eine E-Mail-Benachrichtigung von der zuständigen Abteilung erhalten. Wir danken Ihnen für Ihr Verständnis und Ihre Kooperation während dieses Verfahrens.

Das is genau das was sie schon vor 12 Tagen erzählten.

Further chat logs:

They already know when my withdrawal was requested and what support told me for 12 days about why my withdrawal wasn't being processed.

Thank you for your patience, and I apologize for the delay. I understand your situation; the payout process is experiencing slight delays due to the high workload of the payments team. I will forward your request to the relevant team to expedite the process.

Please do so. I've been waiting since July 14, 2026.

I will forward your request to the relevant team to expedite the process. Is there anything else I can help you with?

Thanks. Bye.

It was a pleasure. Please don't hesitate to contact us again if you need further assistance. Have a nice day.

Your conversation has ended.

Weitere chat protokolle:

Sie wissen schon wann meine Auszahlung gestellt wurde und was der Support mir 12 Tage lang erzählt hat warum meine Auszahlung nicht bearbeitet wird

Vielen Dank für Ihre Geduld, und ich entschuldige mich für die Verzögerung. Ich verstehe Ihre Situation; der Auszahlungsprozess verzögert sich leicht, da das Zahlungsteam eine hohe Arbeitsbelastung hat. Ich werde Ihre Anfrage an das zuständige Team weiterleiten, um den Prozess zu beschleunigen.

tun sie das bitte. Ich warte seid dem 14.07.26

Ich werde Ihre Anfrage an das zuständige Team weiterleiten, um den Prozess zu beschleunigen.Kann ich Ihnen sonst noch irgendwie behilflich sein?

Danke. bye

Es war mir ein Vergnügen. Bitte zögern Sie nicht, uns erneut zu kontaktieren, wenn Sie weitere Unterstützung benötigen. Ich wünsche Ihnen einen schönen Tag.

Deine Unterhaltung wurde beendet

Bonus terms^

The winnings from free bets

Conversation with Locowin

Started on July 31, 2026 at 11:24 AM Paris time CEST (GMT+0200)

---

11:25 AM | The Team: Hello Andreas

What brings you here today? 😊

11:25 AM | Andreas: About my payout(s) 😊

11:25 AM | The Team: Please select the option that applies to your situation:

11:25 AM | Andreas: My payout is 'Processing'

11:25 AM | The Team: If your withdrawal status is 'In Progress', this means that your request is currently with our payment team and they will review it as soon as possible.

If the status remains "in progress" for more than 48 hours, we recommend contacting our support team so they can look into it for you.

Please note that a withdrawal may be delayed while we await KYC documents. In this case, you will receive an email from our KYC team with instructions on how to upload the required documents. Please check your inbox (including spam/junk mail).

11:25 AM | The Team: Would you like to learn more about KYC verification, or has your problem been resolved? 😊

11:25 AM | Andreas: No, I need to talk to someone. 😉

11:25 AM | The Team: We'll connect you with one of our agents shortly. Could you please provide more details and send a screenshot of the error you're encountering?

11:26 AM | Andreas: Could you please show me the section of text where it says that my free bet bonus was limited to €150? This wasn't mentioned anywhere.

11:27 AM | The Team: Hello Andreas,

Welcome to Locowin LiveChat! 👍

Thank you for contacting us!

One of our employees will be with you shortly!

11:32 AM | Andreas : Can you please show me the terms with the max 150€ cashout? It was a free bet and I played slots with the real money winnings.

New withdrawal request done.

​

11:41 AM | Andreas : 2.10.11 There is no maximum cash-out limit on winnings derived from any Free Bet, including Welcome Free Bets and other promotional Free Bets.

11:45 AM | Vanessa from Locowin: Welcome to our live chat, Andreas. Thank you for contacting us. Allow me a moment to review the necessary information for you, please.

11:45 AM | Andreas: Hello Vanessa

11:47 AM | Andreas: Missing €650

11:49 AM | Vanessa from Locowin: Thank you for your patience. Allow me a moment to take a look at your account, please.

11:52 AM | Andreas : First, I wait 17 days, and then my payment is rejected and reduced by €650.

11:53 AM | Andreas : There is no maximum cash-out limit on winnings derived from any Free Bet,

11:54 AM | Vanessa from Locowin: Thank you for your patience. Allow me a moment to take a look at your account, please.

11:57 AM | Vanessa from Locowin: I appreciate your patience and understanding. I would like to inform you that I have escalated your issue to the relevant team. Once the team reviews your issue and it is resolved, you will be notified via email. Sorry for the inconvenience caused to you.

11:58 AM | Andreas : But I'm right about that, aren't I?

11:59 AM | Andreas : Please could you point out to me this €150 limit condition that you are referring to?

12:03 PM | Vanessa from Locowin: I understand your situation and I empathize with it, but you need to wait until there is any update on your request, as I have just escalated your issue. Please do not worry as the team is now aware of your issue and will shortly give an update on the same.

12:04 PM | Andreas : Can you forward my requested withdrawal. Have waiting 17 days. Please

12:04 PM | Andreas: €150 request

12:06 PM | Vanessa from Locowin: You need to wait you placed the 150 euro withdrawal today. You will be contacted by the team.

12:06 PM | Andreas: ðŸ˜ðŸ˜

12:06 PM | Andreas: Bye

---

Exported from Locowin on July 31, 2026 at 12:07 PM Paris time CEST (GMT+0200)

Bonusterms^

The Winnigs from Freebet

Conversation with Locowin

Started on July 31, 2026 at 11:24 AM Paris time CEST (GMT+0200)

---

11:25 AM | The Team: Hallo Andreas

Was führt Sie heute hierher? 😊

11:25 AM | Andreas : Über meine Auszahlung(en) 🏦

11:25 AM | The Team: Bitte wählen Sie die Option, die auf Ihre Situation zutrifft:

11:25 AM | Andreas : Meine Auszahlung ist 'In Bearbeitung'

11:25 AM | The Team: Wenn Ihr Auszahlungsstatus 'In Bearbeitung' ist, bedeutet dies, dass Ihre Anfrage derzeit bei unserem Zahlungsteam liegt und sie diese so schnell wie möglich prüfen werden.

Wenn der Status länger als 48 Stunden in Bearbeitung bleibt, empfehlen wir, unser Support-Team zu kontaktieren, damit es für Sie nachsehen kann.

Bitte beachten Sie auch, dass eine Auszahlung In Bearbeitung bleiben kann, wenn wir auf KYC-Dokumente warten. In diesem Fall erhalten Sie eine E-Mail von unserem KYC-Team mit Anweisungen zum Hochladen der erforderlichen Dokumente. Bitte überprüfen Sie Ihren Posteingang (einschließlich Spam/Junk).

11:25 AM | The Team: Möchten Sie mehr über die KYC-Verifizierung erfahren oder ist Ihr Problem gelöst? 💡

11:25 AM | Andreas : Nein, ich muss mit jemandem sprechen. 💬

11:25 AM | The Team: Wir verbinden Sie in Kürze mit einem unserer Agenten. Könnten Sie bitte mehr Details angeben und einen Screenshot des Fehlers senden, auf den Sie stoßen?

11:26 AM | Andreas : Könnten Sie mir bitte den textabschnitt zeigen wo steht das mein freebet Bonus auf 150€ begrenzt war. Dies stand nirgens

11:27 AM | The Team: Hallo Andreas,

Willkommen bei Locowin LiveChat! 💬

Vielen Dank, dass Sie sich an uns wenden!

Einer unserer Mitarbeiter wird in Kürze bei Ihnen sein!

11:32 AM | Andreas : Can you please show me the terms with the max 150€ cashout? It was a freebet and I have played slots with the real money winnigs.

New withdrawal request done.

​

11:41 AM | Andreas : 2.10.11 There is no maximum cash-out limit on winnings derived from any Free Bet, including Welcome Free Bets and other promotional Free Bets.

11:45 AM | Vanessa from Locowin: Welcome to our live chat, Andreas. Thank you for contacting us. Allow me a moment to review the necessary information for you, please.

11:45 AM | Andreas : Hello Vanessa

11:47 AM | Andreas : Missing 650€

11:49 AM | Vanessa from Locowin: Thank you for your patience. Allow me a moment to take a look at your account, please.

11:52 AM | Andreas : First, I wait 17 days, and then my payment is rejected and reduced by €650.

11:53 AM | Andreas : There is no maximum cash-out limit on winnings derived from any Free Bet,

11:54 AM | Vanessa from Locowin: Thank you for your patience. Allow me a moment to take a look at your account, please.

11:57 AM | Vanessa from Locowin: I appreciate your patience and understanding. I would like to inform you that I have escalated your issue to the relevant team. Once the team reviews your issue and it is resolved, you will be notified via email. Sorry for the inconvenience caused to you.

11:58 AM | Andreas : But I’m right about that, aren’t I?

11:59 AM | Andreas : Please could you point out to me this €150 limit condition that you are referring to?

12:03 PM | Vanessa from Locowin: I understand your situation and I empathize with it, but you need to wait until there is any update on your request, as I have just escalated your issue. Please do not worry as the team is now aware of your issue and will shortly give an update on the same.

12:04 PM | Andreas : Can you forwarding my requested withdrawal. Have waiting 17 days. Please

12:04 PM | Andreas : 150€ request

12:06 PM | Vanessa from Locowin: You need to wait you placed the 150 euro withdrawal today. You will be contacted by the team.

12:06 PM | Andreas : 😭😠

12:06 PM | Andreas : Bye

---

Exported from Locowin on July 31, 2026 at 12:07 PM Paris time CEST (GMT+0200)

Update:

2.08.26

Yesterday around 6 PM, I received €150 from Locowin. They still haven't responded to my inquiry regarding their terms and conditions. I would greatly appreciate it if you could look into this. €650 was simply deducted with a false explanation. I continue to demand this full amount from Locowin.

Update:

2.08.26

Habe gestern ca 18 Uhr 150€ von Locowin erhalten. Eine Antwort mit Verweis auf ihre Geschäftsbedingung bleiben sie mir noch immer schuldig. Ich würde es sehr begrüßen wenn sie dem nachgehen könnten .650€ einfach mit falscher Begründung abgezogen. Ich verlange weiterhin von Locowin diesen vollen Betrag

Thank you for the update. Please allow me to ask a few questions to understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Which bonus did you use to accumulate your winnings? Please provide a screenshot or the link to the bonus.
• Could you please share your bonus history in Locowin Casino?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Thank you in advance for your reply.

Good day, please excuse the late reply.

1. With the winnings from the free bet (€16.10)

The account balance after the withdrawal was always displayed in real money, both before and after, as stipulated in the terms and conditions. My objection to the €650 deduction and my request for a link to these explicit bonus conditions were simply ignored. Initially, I was told I hadn't verified my account and had received an email requesting KYC documents. However, I never received this email. The fact that, in the two weeks during which I inquired daily about the status, no one from support even once mentioned that proof of address documents had been requested and were still pending is highly questionable. Why? This wasn't simply communicated to me via chat. My account had already been successfully verified a month prior. I also didn't upload any additional documents. When I requested the email header as proof that they had sent the email request, there was again no response. Now, after a ticket was opened, my account was KYC verified a second time without any further action (upload) on my part.

18.6.26

1.08.26

Guten Tag, verzeihen Sie bitte für die späte Antwort.

1. Mit dem Gewinn aus der Freiwette (16,10€)

Kontostand nach der auszahlung war vor und nacher immer nur in echtgeld angezeigt wie es auch in den AGBs festgelegt ist. Auf meinen Wiederspruch gegen den Abzug von 650€ und die Frage nach einem link zu diesen expliziten bonusbedingungen wurde einfach nicht mehr reagiert. Erst wurde mir gesagt ich hätte mein Konto nicht verifiziert und eine Email für KYC Dokumente Anforderung erhalten. Diese habe ich aber nicht erhalten. Allein der Widerspruch das in den 2 Wochen wo ich jeden Tag gefragt hatte wie der Stand ist nicht einmal jemand vom Support geschrieben das Adressnachweis Dokumente angefordert wurden und ausstehen. Wieso? Das ist mehr als fragwürdig. Das mir das nicht einfach im Chat mitgeteilt wurde. Mein Konto war bereits ein Monat vorher erfolgreich verifiziert wurden. Ich habe auch kein weiteres Dokument hochgeladen. Als ich den Email header verlangte um einen Beweis zu haben das sie die Email Anforderung gesendet haben gab es wieder keine Antwort. Nun wurde mein Konto nachdem ein Ticket geöffnet wurde ohne weiteres zutun (upload) zum zweiten Mal KYC bestätigt.

18.6.26

1.08.26

A

Dear TheCooN82,

Based on these circumstances, our next step would be to contact the casino and ask for their point of view and detailed records to investigate your eligibility for winnings gained.

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy," 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, 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 to resolve any kind of issue have failed as the complaints grew in number. We strictly recommend staying away from Locowin Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Best regards,

Jean