Locowin Casino - El retiro del jugador se retrasa debido a problemas con el proceso KYC (Conozca a su cliente).

I requested a withdrawal of €700 and the problem is stuck in the KYC verification phase.

The casino keeps requesting documentation from me, which I've sent several times, but it's rejected without a clear explanation or concrete solution. Later, they indicated the problem was related to the address.

The situation is as follows: my ID card shows an old address, as I recently moved, while my current documents (bills/receipts) show my new address. Despite explaining this, the casino has argued that there is a discrepancy between the address on my account (in Spanish) and how it appears on the documents (in Catalan/Spanish), even though it is actually the same address expressed differently.

I have clarified this situation repeatedly, but I have not been offered a concrete solution or a clear verification process. Instead, support simply states that "the team is working on it" without providing any timelines or real progress updates.

Furthermore, I have repeatedly tried to contact support via chat, but on several occasions the conversation has closed without a response. I have also sent emails that have gone unanswered.

I am requesting assistance in resolving this case, as the withdrawal remains blocked without a clear justification or payment deadline.

He solicitado la retirada de 700€ y el problema se encuentra bloqueado en fase de verificación KYC.

El casino me está solicitando de forma repetida documentación, la cual he enviado en varias ocasiones, pero es rechazada sin una explicación clara o solución concreta. Posteriormente, se indicó que el problema estaba relacionado con la dirección.

La situación real es la siguiente: en mi DNI figura una dirección antigua, ya que me he mudado recientemente, mientras que en los documentos actuales (facturas/justificantes) aparece mi nueva dirección. A pesar de haber explicado esto, el casino ha utilizado como argumento que existe una discrepancia entre la dirección en mi cuenta (en castellano) y la forma en la que aparece en los documentos (en catalán/castellano), aunque en realidad se trata de la misma dirección expresada de forma distinta.

He aclarado esta situación en repetidas ocasiones, pero no se me ofrece una solución concreta ni un proceso de verificación claro. En su lugar, el soporte se limita a indicar que "el equipo está trabajando en ello" sin aportar plazos ni avances reales.

Además, he intentado contactar repetidamente con el soporte a través del chat, pero en varias ocasiones se ha cerrado la conversación sin respuesta. También he enviado correos electrónicos que no han sido contestados.

Solicito ayuda para la resolución del caso, ya que el retiro continúa bloqueado sin una justificación clara ni un plazo de pago.

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 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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Additionally, what kind of document have you sent to the casino for the verification of your address?

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, 

Attila

Dear Arnauhdz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru