Locowin Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

I've been trying for a few days to resolve the issue with the address verification on my LocoWin account, and all they keep doing is rejecting my bank statements that contain my new address and ID number. It's not that complicated... but they keep rejecting it, and just today I won a €7,000 prize. It doesn't seem fair that I can't even enjoy the money when I'm lucky enough to win something like this. I don't know if anyone here can help me, but I'm going to be stuck like this for two weeks now, with money I want to withdraw that I can't because of the KYC verification.

Llevo unos días intentando solucionar el problema con la verificación de domicilio de mi cuenta de locowin, y solo hacen que rechazar y rechazar mis extractos bancarios que contienen mi nueva dirección y mi dni, no es muy complicado.. .pues nada ellos lo rechazan y justamente hoy e ganado un premio de 7000 euros y no me parece justo que para una vez que tengo suerte con un premio así no pueda ni disfrutar del dinero, nose si alguien aquí puede ayudarme pero son 2 semanas las que voy a hacer ya así con dinero que quiero retirar y no puedo por la verificación kyc

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Locowin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Could you please explain why the address on your bank statement and your player's profile don't match?
• When did you register an account in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Make sure to include relevant responses you received from the casino.

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

Best regards,

Tomas

It seems my account verification has been successfully confirmed, but there's no news about withdrawals. In fact, I'm trying to access the site right now and it's blocked. It's been a day and a half and no one has processed any withdrawals.

Parece que se a confirmado con éxito la verificación de mi cuenta, pero sobre los retiros no hay ninguna noticia, de hecho ahora mismo estoy intentando entrar a la página y me sale bloqueada, llevo 1 día y medio ya y nadie a procesado ningún retiro

Hello, is anyone here?

Holaa, hay alguien aquí?

I still haven't received any kind of response, if anyone can help me

Sigo sin recibir ningún tipo de respuesta , si alguien puede ayudarme

Thanks for your reply.

• When did you register an account in the casino?
• Have you regained access to the casino website and your player's account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Make sure to include relevant responses you received from the casino.

Looking forward to your reply.

I have no problem logging in, and the win was in Duel at Dawn, without any bonuses; I was given free spins for membership and I've had the withdrawal pending for almost two weeks now.

No tengo ningún problema en iniciar sesión, y la ganancia fue en duel at dawn , sim ningun tipo de bonificados, me regalaron tiradas gratis por membresía y llevo ya casi dos semanas con el retiro pendiente

Hi Tomás. Thank you so much for taking my case. Here are the exact answers to your question:

When did you register at the casino?

(Claudio, for example, more than a year ago:

Have you regained access to the casino website and your player account?

Yes, I currently have access to my player account. I can log in without any problems, but all my withdrawal options are blocked and the account is still in verification limbo.

What games did you play to accumulate your current casino balance?

I mainly played slot machines

Did you achieve your current balance with the help of a bonus?

I got 20 free spins and won 5 euros, and from there it kept going up, but it's been over a week and the funds are still pending withdrawal, so I don't think it's from a bonus.

Communication and screenshots:

Attached to this message is a screenshot of my profile on the Locowin website, which clearly shows the blatant contradiction in their system: on the one hand, it states in gray text that "Your documents have been verified. Thank you for your patience!", but on the other hand, STEP 3 (Account fully verified) is manually marked as PENDING. I've also attached the official Wise bank statement in PDF format that I sent them to prove my address and account ownership.

I am available to send you the additional emails and chat transcripts to your email address ( tomas@casino.guru Thank you so much for your help in recovering my €9,790.

Hola, Tomás. Muchas gracias por tomar mi caso. Aquí tienes las respuestas exactas a lo que me solicitas:

​¿Cuándo te registraste en el casino?

(Claudio, hace más de un año por ejemplo:

​¿Has recuperado el acceso al sitio web del casino y a tu cuenta de jugador?

Sí, actualmente tengo acceso a mi cuenta de jugador. Puedo iniciar sesión sin problemas, pero todas mis opciones de retiro están bloqueadas y la cuenta sigue en un limbo de verificación.

​¿A qué juegos jugaste para acumular tu saldo actual en el casino?

Jugué principalmente a las tragaperras

​¿Lograste tu saldo actual con la ayuda de una bonificación?

Me dieron 20 tiradas gratis y de ahí gane 5 euros, y de ahí fui subiendo, pero hace más de una semana que sigo con los fondos en espera de retiro, así que no creo que sea de un bono

​Comunicación y capturas de pantalla:

Te adjunto en este mensaje la captura de pantalla de mi perfil dentro de la web de Locowin, donde se aprecia la flagrante contradicción de su sistema: por un lado, indica en texto gris que "Sus documentos han sido verificados. ¡Gracias por su paciencia!", pero por otro lado, el PASO 3 (Cuenta completamente verificada) aparece manualmente como PENDIENTE. También te adjunto el extracto bancario oficial en PDF de Wise que les envié para demostrar mi dirección y titularidad.

​Quedo a tu disposición para enviarte los correos y transcripciones de chat adicionales a tu correo electrónico (tomas@casino.guru). Muchas gracias por tu ayuda para recuperar mis 9.790€.

Thanks for your patience and updates provided here and via email.

You wrote that you included the correspondence from the casino regarding the capping of your winnings to 50€ due to gameplay originating from a no-deposit bonus, yet no correspondence was included.

I went over the bonus rules on the casino's website: https://locowin.com/en/bonus-terms

2.1.1 For free spins credited with a deposit, the maximum winning withdrawal cap is 150 EUR (or the equivalent in any other currency).

2.1.2 Free Spins granted without a deposit requirement as a goodwill gesture or as part of a marketing campaign while the player is actively playing on the website are subject to a maximum withdrawal limit of 50 EUR (or the equivalent in any other currency).

2.1.3 Free Spins offered without a deposit required and upon registration of the account are subject to a maximum withdrawal limit of 50 EUR (or the equivalent in any other currency). To initiate a withdrawal, a deposit may be required in accordance with the minimum withdrawal limits outlined in the Terms and Conditions.

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory only when it’s applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Please let me know if there is any reason the withdrawal limit shouldn't apply in your situation.

Looking forward to your reply.

Hello Tomás,

Thank you for your clarification.

There is a fundamental point that has not been taken into account: during the time that my withdrawals were 'pending' (two weeks of waiting), I made a deposit of €10 with my own real money into the casino account.

By depositing my own real funds into the account while the withdrawal process was open, my balance went from being exclusively from a bonus to being mixed with my own real money.

I believe that, having made this additional deposit and having been subjected to a two-week thorough document verification process (KYC) knowing that real funds were involved, it is unfair and abusive for the casino to retroactively apply the €50 limit of the original bonus, ignoring my real money contribution.

Therefore, I request that you review whether the casino should apply the €50 limit to the entire balance after making an additional deposit.

Hola Tomás,

gracias por tu aclaración.

​Existe un punto fundamental que no se ha tenido en cuenta: durante el tiempo que mis retiros estuvieron en 'pendiente' (dos semanas de espera), realicé un depósito de 10 € con mi propio dinero real en la cuenta del casino.

​Al haber introducido fondos reales míos en la cuenta mientras el proceso de retiro estaba abierto, mi saldo pasó de ser exclusivamente proveniente de un bono a estar mezclado con mi propio dinero real.

Considero que, al haber realizado este depósito adicional y haberme tenido dos semanas en un proceso de verificación documental exhaustivo (KYC) sabiendo que había fondos reales involucrados, es injusto y abusivo que el casino aplique retroactivamente el límite de 50 € del bono original, ignorando mi contribución de dinero real.

​Por todo esto, solicito que se revise si el casino debe aplicar el límite de 50 € a la totalidad del saldo tras haber realizado un depósito adicional.

Thank you for your response.

I want to provide three crucial details that demonstrate that the casino is acting in bad faith and completely unfairly in my case:

Real money deposit while waiting: While my withdrawals were held on 'pending', I made a €10 deposit from my own pocket.

Having deposited real money, my account no longer contained only bonus funds, but was mixed with my own real balance, which should override the retroactive account limitation.

Unjustified two-week hold: My withdrawals of €9,790 have been in 'pending' status for more than two weeks.

If the casino really had an automatic rule to limit this balance to €50, the computer system would have canceled or adjusted the money at the time of requesting a withdrawal.

Holding onto the €9,790 for 15 days and forcing me to go through an exhaustive KYC process (with historical registrations) knowing in advance the origin of the funds is a practice of psychological exhaustion and absolute bad faith.

Actual bonus winnings vs. subsequent gameplay: With the initial free spins, I only made a profit of €5.

I earned all the rest of the money (almost €10,000) later by gambling and risking that balance.

I consider it disproportionate that they limit all of my subsequent play under the premise of a bonus that only initially gave me €5.

Please, Tomás, I urge you to demand an explanation from the casino as to why they kept the entire balance 'pending' for weeks if it was supposedly invalid, and how this situation affects my real money deposit.

I think they are blatantly taking advantage of the situation.

Gracias por tu respuesta.

​Quiero aportar tres detalles cruciales que demuestran que el casino está actuando de mala fe y de forma totalmente injusta en mi caso:

​Depósito de dinero real durante la espera: Mientras mis retiros estaban retenidos en 'pendiente', realicé un depósito de 10 € de mi propio bolsillo.

Al haber introducido dinero real, mi cuenta ya no contenía únicamente fondos de un bono, sino que se mezcló con saldo real propio, lo que debería anular la limitación retroactiva de la cuenta.

​Retención injustificada de dos semanas: Mis retiros de 9.790 € han estado en estado 'pendiente' durante más de dos semanas.

Si el casino realmente tuviera una regla automática para limitar este saldo a 50 €, el sistema informático habría cancelado o ajustado el dinero en el momento de solicitar el retiro.

Retener los 9.790 € durante 15 días y obligarme a pasar por un proceso de KYC exhaustivo (con empadronamientos históricos) sabiendo de antemano el origen de los fondos es una práctica de desgaste psicológico y mala fe absoluta.

​Ganancia real del bono vs. juego posterior: Con los giros gratis iniciales solo obtuve una ganancia de 5 €.

Todo el resto del dinero (los casi 10.000 €) los gané posteriormente jugando y arriesgando ese saldo.

Considero desproporcionado que limiten la totalidad de mi juego posterior bajo la premisa de un bono que solo me otorgó 5 € inicialmente.

​Por favor, Tomás, te ruego que exijas al casino explicaciones sobre por qué mantuvieron el saldo completo en 'pendiente' durante semanas si supuestamente no era válido, y cómo afecta mi depósito de dinero real a esta situación.

Creo que se están aprovechando de la situación de forma descarada.

This shouldn't apply to my case, and I've attached several emails with detailed proof of what's been happening with the money in my account these past few days... I would appreciate your help. Regards

No debe aplicarse en mi caso esto, e adjuntado por correo, varios correos con pruebas detalladas de lo que a estado pasando con el dinero de mi cuenta estos días...agradecería vuestra ayuda. Un saludo

Dear Rallaisimo,

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.