Locowin Casino - Der Spieler kann aufgrund einer verspäteten Antwort seine Gewinne nicht abheben.

I deposited €20 at the casino, played and got €58. Before that I played free spins, which according to the casino do not have a wagering requirement. I requested a withdrawal and sent a passport photo and selfie on 9/2-25. I can't confirm the address from the link. The page only says thank you for sending the documents, and that the activation has been confirmed. I have asked by email twice why it is taking so long? and whether more documents are needed, I don't get an answer. I haven't asked via chat because my English is not fluent. The deposit was made with a credit card, but I guess that doesn't matter since they have this deposit option.

Talletin kasinolle 20€,pelasin ja sain 58€.Ennen sitä pelasin ilmaiskierroksia,joilla ei kasinon mukaan ole kierrätystä.Pyysin kotiutusta ja lähetin passikuvan ja selfien 9/2-25.Osoitetta en pääse linkistä vahvistamaan.Sivulla näkyy vain että kiitos dokumenttien lähetyksestä,ja että vahvistettu kyc.Olen kysynyt sähköpostilla 2 kertaa miksi kestää niin kauan?ja tarvitaanko vielä dokumentteja lisää,en saa vastausta.Chatin kautta en ole kysynyt koska englanninkieleni ei ole sujuvaa.Talletus on tehty luottokortilla,mutta ei kai se vaikuta asiaan kun heillä on tämä talletusvaihtoehto.

Dear Raijaanita, 

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 take 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?

Have you provided all the required documents as soon as possible and in the correct format? 

Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru.

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, 

Veronika

I only received this screenshot, they have that link through which I took a picture of my passport and myself, that address link does not open. I have not received any response. Regards, Raija J.

Sain vain tämän kuvakaappauksen,heillä on tuo linkki jonka kautta otin kuvan passista ja itsestäni,tuo osoitelinkki ei aukea.Mitään vastausta en ole saanut.terv.Raija J.

Hi, I'm asking again why the withdrawal takes so long? I have sent the documents on 9/2-25. Do I need anything else? Kind regards, Raija J.

I sent that email last time there.

Tuon sähköpostin olen lähettänyt viimeksi sinne

Dear Raijaanita,

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 10+ 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 resolving any kind of issue have died as the complaints grew in numbers. 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.