Locowin Casino - Povlačenje igrača je odloženo.

Hello, I am opening this complaint against the Locowin casino for the unjustified withholding of my €450 withdrawal requested on February 20th.

I've been trying to complete my KYC verification for over four days. I've sent all the requested documentation (Bank Ownership Certificate from La Caixa and bank statements). Although chat agents confirmed to me several times that the documents were received and the case was escalated to payments, today, Tuesday, February 24th, they changed their story.

The chat agent is now telling me I have to wait 11 business days (until March 4th) for a simple verification update, contradicting the initial 48-hour timeframe. When I asked for an explanation and requested to speak to a supervisor, the agent abruptly closed the chat.

I believe this is a deliberate delay tactic to avoid paying my earnings. I've attached screenshots showing the 48-hour commitment and today's conversation where they gave me an 11-day deadline and then closed the chat.

I request that CasinoGuru intervene so that the casino validates my documents and processes my withdrawal immediately, as I have met all the requirements.

Hola, abro esta queja contra el casino Locowin por la retención injustificada de mi retiro de 450€ solicitado el pasado 20 de febrero.

Llevo más de 4 días intentando completar mi verificación KYC. He enviado toda la documentación solicitada (Certificado de Titularidad Bancaria de La Caixa y extractos). Aunque en varias ocasiones los agentes de chat me confirmaron que los documentos fueron recibidos y el caso estaba 'escalado' a pagos, hoy martes 24 de febrero han cambiado su versión.

El agente de chat me indica ahora que debo esperar 11 días hábiles (hasta el 4 de marzo) para una simple actualización de la verificación, contradiciendo el plazo inicial de 48 horas. Al pedir explicaciones y solicitar hablar con un supervisor, el agente me ha cerrado el chat de forma abrupta.

Considero que esto es una táctica de retraso deliberada para no pagar mis ganancias. Adjunto las capturas de pantalla donde se ve el compromiso de las 48 horas y la conversación de hoy donde me dan el plazo de 11 días y me cierran el chat.

Solicito que CasinoGuru intervenga para que el casino valide mis documentos y procese mi retiro de inmediato, ya que he cumplido con todos los requisitos.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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Stay safe.

Dear Locowin Casino,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Nevertheless, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of the many submitted cases, the casino decided to have 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. We recommend that you don't unnecessarily cancel any payout, since this might reset any position in the processing queue. The best chance at receiving winnings is not to play further.

• Could you please confirm that the document you submitted to the casino for verification was a bank statement and not just a certificate of ownership of the payment card?

Thank you in advance for your cooperation and reply.

Best regards,

Tomas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear juanymedio2,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas