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After I deposited 40 euros and got another 40 euros bonus, I started playing. Turned over the turnover and then paid out 400 euros. After a day or two I was sent an email "Hello,

Please be informed that your withdrawal request has been declined due to a breach of our Terms and Conditions by playing restricted games during the rollover of the active bonus.

Please see the attachment or visit the T&C on our page."

The 40 euros "RAW-Cash" were refunded.

Hacksaw Games didn't work and weren't played accordingly.

Please help!

Best regards and thank you!

Mika

Nachdem ich 40 Euro einzahlte und nochmal 40 Euro Bonus erhielt, fing ich an zu spielen. Hab den Umsatz umgesetzt und danach 400 Euro ausgezahlt. Nach ein bis zwei Tagen wurde mir eine E-Mail gesendet „Hello,

Please be informed that your withdrawal request has been declined due to a breach of our Terms and Conditions by playing restricted games during the rollover of the active bonus.

Please see the attachment or visit the T&C on our page.„

Die 40 Euro „RAW-Cash" wurden zurück erstattet.

Hacksaw Games haben nicht funktioniert und wurden dementsprechend auch nicht gespielt.

Bitte um Hilfe!

Beste Grüße und Danke!

Mika

Dear Mika,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus Terms and Conditions and this is what I found:

"2.6. Different games and game types contribute towards fulfilling wagering requirements to different extents. For instance, if a game type delivers 100% towards wagering, it means that if you bet €1, €1 will count towards completion of the wagering.

Below are the games’ bonus wagering contribution rates:

  • Slot games: 100% (aside from list below which we reserve the right to update and forfeit any winnings if bonus funds are wagered on these games.)*

  • All other games: 0%

 *With an active bonus the following games are strictly forbidden to play, Table Games, Video Poker, Jackpot Games(Games from the Jackpots Section included), Live Casino and the following slot games: 1429 Uncharted Seas, Big Bad Wolf, Blood Suckers, Bonanza, Castle Builder, Castle Builder 2, Da Vinci's Treasure, Dead or Alive, Dead or Alive 2, Eggomatic, Hellboy, Hot Spin, Immortal Romance, Jackhammer 2, Jammin Jars, Jingle Spin, Jungle Spirit, Koi Princess, Lost Relics, Lucky Angler, Madame Destiny, Moon Princess, Peking Luck, Reactoonz, Rich Wilde and the Tome of Madness, Rise of Olympus, Robin Hood - Shifting Riches, Scrooge, Secret of the Stones, Secrets of Atlantis, Sinbad, Sushi Bar, Sweet Bonanza, Sweet Bonanza Xmas, The Dog House, Turn Your Fortune, Twin Spin, Victorious, Vikings, Who Wants To Be A Millionaire, Wild Swarm, SugarPop, Danger High Voltage, Ozzy Osbourne, Razor Shark, Wild Frames, Aztec Bonanza, Lil Devil, The Dog House Megaways, Who wants to be a millionaire mystery box, Dark Joker Rizes, Reactoonz 2, Le Kaffee Bar, Beautiful Bones, Cherrypop, Deadwood, Jokerizer, San Quentin Xways, Caribbean Anne, Golden Beauty, Bronco spirit, Dragon Kingdom Eyes of Fire, 5 Families, Book of 99, Jammin Jars 2, Tombstone RIP. In case that this is breached the bonus and any potential winnings derived from the bonus will be forfeited."

However, we believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.

Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?

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

Thank you for your prompt reply!

Why are these games open at all? The problem was also that I used the bonus that was communicated to me via SMS

"Experience the Wild West like you've never seen it before in Tombstone RIP and get 100% Bonus + 100 Cash Spins on Locowin.com

No texting? Send STOP to +161*****958"

So I made a deposit and of course played Tombstone…

What is the point of the casino advertising it if you are not allowed to play it according to the bonus conditions.

best regards and thank you

Mika O********

Danke für die schnelle Antwort!

Wieso sind denn überhaupt diese Spiele offen? Das Problem war auch, dass ich den Bonus genutzt habe der mir per SMS mitgeteilt wurde

„Erleben Sie den Wilden Westen, wie Sie ihn noch nie gesehen haben, in Tombstone RIP und erhalten Sie 100% Bonus + 100 Cash Spins auf Locowin.com

Keine SMS? Senden Sie STOP an +161*****958"

Daraufhin habe ich eingezahlt und natürlich Tombstone gespielt…

Wo ist denn dann der Sinn des Casinos damit zu werben wenn man es laut Bonusbedingungen nicht spielen darf.

Beste Grüße und Danke

Mika O********

Dear Mika,

Could you please forward a screenshot of that message to petronela.k@casino.guru or attach it here when replying? Thank you very much in advance.

Thank you very much, Mika, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Dear Mika,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Locowin Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Locowin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Mika,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the EADR Ltd, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the EADR and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter