Locowin Casino - Der Spieler hat Mühe, seine Gewinne abzuheben.

The situation is as follows:

At the online casino Loco Win I made a profit of over €40,000. When I wanted to pay this out, my player account was blocked for verification. I sent all the required documents and it went well at first. I was confirmed that the documents such as ID, proof of address, etc. were accepted. The casino then wanted to check the origin of the money, since the deposits were already higher than usual. I also sent these documents. Until I get an answer, if this happens at all, it takes about 10 days on average. The verification has been going on for over 16 weeks and I still have no access to my player account. The last e-mail from the casino in question was 24 days ago, in this e-mail it said that my documents would be checked.

The casino has had the required documents since April 3rd. in front.

I hope for your support.

Kind regards, Dominik S******

Es handelt sich um folgenden Sachverhalt:

Bei dem Online Casino Loco Win habe ich einen Gewinn von über 40000 € erzielt. Als ich diesen Auszahlen wollte wurde mein Spielerkonto zwecks Verifikation gesperrt. Ich habe alle geforderten Dokumente geschickt und anfangs klappte das auch gut. Mir wurde bestätigt das die Dokumente wie Perso, Adressnachweis usw. akzeptiert wurden. Darauf hin wollte das Casino noch die Herkunft des Geldes prüfen, da die Einzahlungen schon höher als gewöhnlich waren. Auch diese Dokumente habe ich geschickt. Bis ich eine Antwort erhalte , falls dies überhaupt geschieht , vergehen im Schnitt so 10 Tage . Die Verifikation zieht sich schon über 16 Wochen und ich habe immer noch keinen Zugriff auf mein Spielerkonto. Die letzte E-Mail von dem besagten Casino ist nun 24 Tage her , in dieser E-Mail stand das meine Dokumente geprüft werden.

Die erforderlichen Dokumente liegen dem Casino bereits seit dem 03.04. vor.

Ich hoffe auf eine Unterstützung durch euch.

Viele Grüße, Dominik S******

Dear Dominik,

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

Do I understand correctly that checking the Proof of Income seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

everything has been accepted. The personal documents, the bank and the origin of the money. As a result, they wanted an endless number of bank statements to make sure everything was correct, I would say. I sent bank statements from there for over half a year. Finally, they wanted another account statement up until the point at which I stopped working there or my account was blocked. I sent this account statement on 4/3/22. On 04/19/22 another email came from the casino that it was still being processed. Since then nothing has happened, despite my request. The documents sent have now been there for about 6 weeks, the verification has been dragging on for more than 4 months.

Kind regards

Hallo,

es wurde schon alles akzeptiert. Die Dokumente zur Person, die Bank und die Herkunft des Geldes. Darauf hin wollten die endlos viele Kontozüge, um sicher zu gehen das alles seine Richtigkeit hat sage ich mal. Habe dort Kontoauszüge von über einem halben Jahr hin gesendet. Zum Schluss wollten die nochmal einen Kontoauszug , bis zu dem Zeitpunkt , wo ich dort die Aktivitäten eingestellt habe bzw. Mein Konto gesperrt wurde. Diesen Kontoauszug habe ich am 03.04.22 gesendet. Am 19.04.22 kam noch einmal eine Mail vom Casino, das es noch in Bearbeitung ist. Seither kam nichts mehr, trotz Nachfrage meinerseits. Die gesendeten Dokumente befinden sich nun ca 6 Wochen dort, die Verifikation zieht sich nun schon über 4 Monate.

Mit freundlichen Grüßen

Thank you very much, Dominik, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Dominik,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Locowin Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Locowin Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and be able to withdraw his funds?

Thank you in advance for providing the information.

Hello Dominik,

We apologies for the delay in reply. As we have checked your account, your source of wealth verification is under progress. We have forwarded a note to our relevant department regarding this.

You will be notified via email as soon as your account gets verified or if we need any further documents to complete the verification process.

Your patience will be greatly appreciated..!

Best Regards,

Locowin Casino.

Dear Dominik,

Let's stay patient and positive and provide the casino with some more time to process your verification.

Please, let us know when you receive any news from the casino regarding your verification. I sincerely believe you will be contacted via email by them soon.

Hello,

so I would consider myself very patient as the process has been going on for over 4 months now. I have not received an answer from the casino for weeks, despite repeated requests. There was no response until I filed a complaint here and emailed the casino with a deadline and consequent lawsuit for non-compliance. This deadline still applies.

The casino says the source of the money is still being checked... as mentioned in my first message here, this has already been confirmed to me with an email from the casino, which says that they understood where the money came from. I sent documents from the court and notary (that was in January!!!). As a result, bank statements were requested to confirm it. I also sent them, the last account statements that confirm everything (up to the cessation of my activities at the casino or the account blocking) I sent on April 3rd, 2022. It's been over 7 weeks now. If I had questions in the chat, I was simply kicked out. From what I heard, it wasn't just me. I also have photos of this, as well as all the emails that also show that I have not received a message for weeks or that the documents were only forwarded to the "responsible department" after weeks.

Hallo,

also ich würde mich als sehr geduldig ansehen , da der Prozess nun schon über 4 Monate dauert. Ich habe vom Casino auch wochenlang , trotz mehrfacher Nachfrage , keine Antwort erhalten. Es kam erst zu einer Antwort, als ich hier Beschwerde eingereicht habe und eine Mail an das Casino gesendet habe, mit einer Frist und daraus resultierenden Klage Einreichung bei nicht Einhaltung. Diese Frist hat nach wie vor bestand.

Das Casino sagt, die Vermögensquelle wird noch geprüft… wie bei meiner ersten Nachricht hier bereits erwähnt, wurde mir diese schon bestätigt mit einer Mail des Casinos , in der steht das verstanden wurde woher das Geld stammt. Gesendet habe ich Dokumente vom Gericht und Notar ( Das war im Januar!!!). Darauf hin wurden ja Kontoauszüge verlangt, die es bestätigen. Die habe ich auch geschickt, die letzten Kontoauszüge die alles bestätigen ( bis zur Einstellung meiner Tätigkeiten beim Casino bzw. der Kontosperrung) habe ich am 03.04.22 gesendet. Das ist nun über 7 Wochen her. Bei Fragen im Chat, wurde ich einfach raus gekickt. Wie ich hörte ging es nicht nur mit so. Davon habe ich auch Fotos, so wie von alle Mails die auch Belegen das ich wochenlang keine Nachricht kriege oder erst nach Wochen die Dokumente an das „ zuständige Department" weitergeleitet wurden.

Dominik, I understand your frustration, but in this case, we do not have many options, but to wait. It is better to know that something is still happening and the casino comments in this open thread than to have nothing.

Dear Locowin Casino,

Could you please help us and try to speed the process up? What needs to be done by the player to help speed up the whole process?

The verification has been going on for several months, and in this case, it is far from the standard time of the verification process.

Hello Dominik,

As we could see that your account verification is pending as you need to send us the valid source of wealth documents to complete the verification process.

You have already received a link on 25/05/2022 where you can upload your documents to complete the verification process. We are awaiting for your documents.

Best regards,

Locowin Casino.

Greetings all,

Dominik, are you able to provide the casino with the required documents?

Please, follow the given instructions, and once you have it done, let us know about news on your issue.

Hello,

these mentioned required documents 05/25/22 are those that were requested by the casino two months ago and those documents that I sent to the casino on 04/03/22. Now to say here that they are waiting for me, that's probably the last thing! The mail from the casino 05/25/22, where the documents are requested, is the same as two months ago. The difference now is that the link in the mail forwards to jumio and I should upload it there now. Already sent after two months before, that should be noted here again! I can no longer use the link to the said portal, jumio. I reported this to the casino yesterday, haven't received a reply or a new link yet. I have written several emails to the casino for the documents during the two months since I sent the documents 4/3/22. Without answer!

Hallo,

diese erwähnten erforderlichen Unterlagen 25.05.22 sind jene, die vom Casino schon vor zwei Monaten gefordert worden und jene Unterlagen die bereits am 03.04.22 von mir an das Casino gesendet worden sind. Jetzt hier zu sagen das die auf mich warten, das ist ja wohl das letzte! Die Mail vom Casino 25.05.22 , wo die Unterlagen gefordert werden , ist die gleiche wie vor zwei Monaten. Der Unterschied jetzt ist, das der link in der Mail auf jumio weiterleitet und ich diese nun da hoch laden soll. Nach zwei Monaten zuvor schon gesendet, das sei hier noch mal vermerkt! Den link zum besagten Portal , jumio, kann ich nicht mehr nutzen. Das habe ich dem Casino gestern mitgeteilt, habe noch keine Antwort oder einen neuen Link erhalten. Ich habe während den zwei Monaten , seitdem ich die Unterlagen gesendet habe 03.04.22, etliche Mails an das Casino geschrieben, zwecks den Dokumenten. Ohne Antwort!

Thank you for the explanation, Dominik.

Locowin Casino Team, could you please check the information about the uploaded documents on your side? Are you sure the casino has not received these documents?

If the documents were not uploaded/sent correctly and you do not have them - could someone provide the player with the correct link to upload the documents or give him instructions on how to provide them?

Hello,

the casino received the documents sent two months ago. During the two months I often asked how things were going. No Answer! After three weeks, an email came from the casino that it has now been forwarded to the "relevant department". Then again no answer from the casino to my further inquiries. I didn't get a response until I threatened to sue and filed a complaint here.

Now the casino sent me a link for the documents again, I uploaded them again, that was on Wednesday. However, I was no longer able to upload the second part of the documents required via the link, I have reported this to the casino three times since Wednesday and have not received an answer! I received an email that the process is now being "accelerated". For the first part of the documents to be checked, the period is 9 days. That hasn't been done since Wednesday because I haven't received an answer. Just another email that it's delayed! No reply to my emails, something that is still missing from the documents.

It's been 5 months now and I've had enough!

the deadline to avoid filing a lawsuit has passed. I will discuss further action with the lawyer next week and also inform mga. As already mentioned here, the duration of the review is far exceeded. I have all the emails and photos showing what has happened in these 5 months! I had more than enough patience and as you could see here, since the thread, the casino hasn't made any moves or made any concessions! I was even asked to resend the documents I had sent two months ago (with no reply to my query, as is the case now with the link).

That's a joke .

Hallo,

die vor zwei Monaten gesendeten Dokumente hat das Casino erhalten. Ich habe auch in den zwei Monaten oft nachgefragt wie der Stand ist. Keine Antwort! Nach drei Wochen kam eine Mail vom Casino , das es nun an das „ relevante Department „ weitergeleitet wurde. Dann wieder keine Antwort des Casinos auf meine weiteren Nachfragen . Ich habe erst Antwort erhalten , als ich mit Klage gedroht habe und hier Beschwerde eingereicht habe.

nun hat mir das Casino wieder einen link für die Dokumente gesendet, diese habe ich erneut hoch geladen , das war am Mittwoch . Ich konnte aber den zweiten geforderten Teil der Dokumente über den link nicht mehr hoch laden, das habe ich dem Casino nun seit Mittwoch dreimal mitgeteilt und keine Antwort darauf bekommen! Ich habe eine Mail bekommen, das der Prozess nun „ beschleunigt" wird. Beim ersten Teil der zu überprüfenden Dokumente , beträgt der Zeitraum 9 Tage. Das wurde seit Mittwoch immer noch nicht geschafft , denn ich habe ja keine Antwort erhalten. Nur eine weitere Mail , das es sich verzögert! Auf meine Mails , das noch was fehlt bei den Dokumenten , keine Antwort .

es zieht sich nun 5 Monate und mir reicht es!

die Frist zur Vermeidung der Klage Einreichung ist verstrichen. Ich werde nächste Woche mit dem Anwalt das weitere Vorgehen besprechen und auch die mga informieren. Wie auch hier schon erwähnt wurde, ist die Dauer der Überprüfung weit überschritten. Ich habe alle Mails und Fotos die zeigen, was in diesen 5 Monaten abgelaufen ist! Geduld hatte ich mehr als genug und wie man auch hier sehen konnte, seit dem Thread , gab es keine Anstalten des Casinos oder ein entgegen kommen! Ich wurde sogar aufgefordert , die schon vor zwei Monaten gesendeten unterlagen ( ohne Antwort auf Nachfrage , wie auch jetzt mit dem link) erneut zu schicken.

das ist doch ein Witz .

Dear Dominik,

I would like to wait for the casino's response.

Did you already try to submit a complaint directly with MGA?

Hello ,

the casino has now completed the verification and I have access to my account there again.

I got paid part of it too. Hope the rest will follow.

Hallo ,

das Casino hat nun die Verifikation abgeschlossen und ich habe auch wieder Zugriff auf mein Konto dort.

Einen Teil habe ich auch ausgezahlt bekommen. Hoffe der Rest wird folgen.

Good to see progress, Dominik! The issue finally moved forward.

At this point, I sincerely believe it should only be a matter of time before all disputed funds come to you. However, it will take some time to collect them all.

I am extending the timer, and I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.

Please let us know as soon as you receive another payment(s) and/or about any news.

Hello Dominik,

Your account has been verified for now but you will be notified via email if we need any documents in the future for the verification purpose.

All your pending withdrawal will be processed according to the terms and conditions.

 4.10. If you wish to withdraw a part of the winnings which is amounted to 20,000 EUR (or the equivalent in any other currency) or more, we have the right to divide the pay-out into instalments until the full amount is paid out. You will not get any interest on outstanding amounts.

The maximum withdrawable amount per week is 5,000 EUR or 20,000 EUR per month (or the equivalent in any other currency).

Best Regards,

Locowin Casino.

Hello,

Yes, that's right, it's finally moving forward. I received a second payment. If there is any news, I will report it here again.

Kind regards

Hallo,

ja das stimmt, geht endlich voran. Ich habe eine zweite Zahlung erhalten. Wenn es Neuigkeiten gibt, werde ich es hier wieder mitteilen.

mit freundlichen Grüßen

Alright, thank you both for all information and updates.

Dear Dominik,

I am extending the timer by a longer period and will wait for your update.

Based on the fact the casino could request additional documents for verification in the future (possible delays or issues), I would like to keep this complaint open until you withdraw all your disputed funds. However, I truly hope there will be no issues anymore.

Please let us know about any progress before the timer elapses.

Hello,

thanks for the extension. I received a payment from the casino on 6/19, more are pending. I would suggest setting the timer longer again if there are delays or problems as mentioned.

Kind regards

Hallo,

danke für die Verlängerung. Ich habe am 19.06 eine Zahlung des Casinos erhalten, weitere stehen noch aus. Ich würde vorschlagen , das der Timer wieder länger eingestellt wird, falls es wie erwähnt Verzögerungen oder Probleme gibt.

mit freundlichen Grüßen

Hello,

I agree and I will extend the timer again. However, upon providing the next update, please, share with me also the information about successfully withdrawn funds and the remaining balance.

If the payout remains smooth as it was until now, I would like to suggest a solution.

Looking forward to hearing from you in 14 days.

Hello,

I wanted to let you know that I have now received all outstanding amounts.

many thanks for your help .

Kind regards

Hallo,

ich wollte mitteilen, das nun alle offenen Beträge bei mir eingegangen sind.

vielen Dank für eure Hilfe .

mit freundlichen Grüßen

Such great news!

Thank you, Dominik, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Locowin Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru