Locowin Casino - L'account del giocatore è stato bloccato.

Hello,

I've had a payment of €10,000 from locowin since September. They wanted 3-4 bank statements. They wanted to know from me where the money I paid in came from.

I did everything, everything was proven and after 1 month I was finally fully verified and as a thank you my account was blocked for "security reasons". My payout was approved and processed on October 27th. It should take up to 3 working days, ok no problem. I write with the live chat on the working day. Does it mean 5-6 working days, it can take 10 normal days. I should wait until Monday (07.11) and if not then report back and send the account statement.

now they tell me in the live chat they can't help me because they can't access my data. I should write an email.

Wrote an email telling me to wait another day, then send my account statement as proof that I haven't received the payment from October 27th to November 8th.

The best thing about it is that in Germany you get the bank statement for November, not until December. It is therefore impossible to send them bank statements from 01.11-08.11. Should I wait another month?

They don't accept mouth screenshots from online banking

I'm about to report the mga malta site

I can no longer add attachments but that should be enough as proof

Hallo,

habe ne Auszahlung von 10000€ bei locowin seit September. 3-4 mal Kontoauszug wollten die. Die wollten von mir wissen woher das Geld stammt was ich eingezahlt habe.

bin alles nachgekommen alles bewiesen und nach 1 Monat wurde ich endlich vollständig verifiziert und als dank aber mein Konto aus „Sicherheitsgründen" gesperrt. Meine Auszahlung wurde genehmigt und berarbeitet am 27.10. es soll bis zur 3 Werktage dauern, ok kein Problem. Am 4. Werktag schreib ich mit dem Live Chat. Heißt es 5-6 Werktag, 10 normale Tage kann es dauern. Ich solle bis Montag (07.11) warten und wenn nicht dann nochmal melden und Kontoauszug schicken.

jetzt sagen die mir im Live Chat die können mir nicht helfen, weil die meine Daten nicht aufrufen können. Ich soll ne email schreiben.

email geschrieben, ich soll noch einen Tag warten, dann Kontoauszug als Nachweis, dass ich die Zahlung nicht erhalte schicken von 27.10-08.11.

das beste daran ist in Deutschland kriegt man den Kontoauszug vom November, erst im Monat Dezember. Es ist also unmöglich denen Kontoauszug von 01.11-08.11 zu schicken. Soll ich jetzt noch einen Monat warten.

Mund Screenshots von online Banking akzeptieren die nicht

ich bin kurz davor die Seite der mga malta zu melden

ich kann keine Anhänge mehr anhängen aber das sollte ja als Beweis genügen

Dear tamer9o,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that you currently don't have access to your account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

-no, this is my first payout and I had already applied for it in September -no bonus, never had anything to do with a bonus -exactly, they can't even tell me why, they always only answer for "security reasons". Yes, but why? "For safety reasons"

But I'm not interested in playing there any more, I just want my money

Hallo Kristina,

-nein das ist meine erste Auszahlung und die hatte ich im September schon beantragt -ohne Bonus, hatte nie was mit Bonus zu tun - genau, die können mir nicht mal sagen warum, immer nur die Antwort aus „Sicherheitsgründen". Ja aber warum? „Aus Sicherheitsgründen"

aber ich habe eh keine Interesse dort noch weiter zu spielen, ich will nur mein geld

Dear tamer9o,

Unfortunately, we have come to the 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 15+ 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 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, we have no other choice since 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 resolving any kind of issue have died as the complaints grew in numbers. I can only suggest you submit the complaint to the MGA (the casino's regulator).

You can fill-up the form here: 

https://www.mga.org.mt/support/online-gaming-support/

I wish I could be of more help.

The casino can reopen this complaint anytime.