Locowin Casino - La solicitud de retiro del jugador está retrasada.

I made a withdrawal of €5,000 and another of €500. There's no trace of either withdrawal. I can't cancel the withdrawal, and the money isn't in my account.

A week later I made another withdrawal of €5,000 which was processed the next day and I received the money.

But the first 5,500€ are missing, which I have been waiting for for over 4 weeks.

I was told to send bank statements so they could track that the money hadn't arrived. For two weeks now, I've been sending the same email almost daily with my bank statements from the period when I won the money and made the withdrawal. I keep getting the email back saying they're looking into it and will get back to me (an automated email from the chat bot "Fin").

Attached you will find the unsuccessful email contact attempts and the confirmation that the money is on its way. As I said, I already received €5,000, but the remaining €5,500 is missing.

I would be very happy if you could help me with this.

Best regards

Ich habe eine Auszahlung in Höhe von 5000 € vorgenommen und nochmal eine von 500 €. Von beiden Auszahlungen ist keine Spur. ich kann die Auszahlung weder abbrechen noch ist das Geld auf meinem Spielkonto.

eine Woche später habe ich wieder eine Auszahlung von 5000€ vorgenommen welche direkt am nächsten Tag bearbeitet wurde und ich habe das Geld bekommen.

es fehlen aber die ersten 5.500€ auf die ich schon über 4 Wochen warte.

mir wurde gesagt ich soll Kontoauszüge schicken damit die verfolgen können, dass das Geld nicht angekommen ist. Seit zwei Woche schicke ich fast täglich die gleiche Email mit meinen Kontoauszügen von dem Zeitraum wo ich das Geld gewonnen habe und die Auszahlung getätigt habe. Immer wieder kommt die Email zurück, dass sie sich damit beschäftigen und auf mich zurück kommen (automatisierte Email von dem Chat Bot „Fin").

im Anhang finden Sie die vergeblichen Email Kontakt versuche und jeweils die Bestätigung dass das Geld unterwegs ist. Wie gesagt einmal habe ich bereits 5000€ überwiesen bekommen aber die restlichen 5,500 fehlen.

Ich würde mich sehr freuen falls Sie mir da weiterhelfen können.

mit freundlichen Grüßen

Dear PrinceSaadok,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of the many cases that were submitted, the casino decided to adopt a No Reaction Policy approach to all our attempts to negotiate any kind of issues.

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.

• Did you use the same withdrawal method to withdraw all your winnings?

Thank you in advance for your cooperation and reply.

Best regards,

Kristina

Hi Kristina!

Thank you very much for this quick reply!

Yes, it is definitely depressing, but who knows, maybe it will go faster with your help.

Yes, there were three different payout options and I limited myself to one.

Hi Kristina!

Ich bedanke mich recht herzlich für diese schnelle Antwort!

Ja es ist aufjedenfall bedrückend, aber wer weiß vielleicht geht es ja schneller mit Ihrer Hilfe.

ja da waren 3 verschiedene Auszahlungsmöglichkeiten und ich habe mich auf eine beschränkt.

Dear PrinceSaadok,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 50+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. 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, we have no other choice since it seems to be a common practice for Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our 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 died as the number of complaints grew. We strictly recommend staying away from Locowin Casino. I wish I could be of more help.

I would recommend you undergo the casino's dispute process, you can read about it here first:

https://www.locowin.com/terms-and-conditions (point 10.)

If you end up contacting the casino regulator, feel free to take advantage of our article on how to do so here: https://casino.guru/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.