Locowin Casino - Os ganhos de bônus do jogador foram anulados.

My 1700€ winnings were conficasted stated by the casino i breached the 4€ max bet while wagering during my deposit bonus. As an exprienced player i have read the terms before playing carefully and knew i could not exceed this limit. After asking the casino to provide evidence of the claim they pointed out to a certain bet i made where my balance went from 381.7 to 376.7. So i went to my bet history, looked up this particular bet and it showed that there wa sone bet in between! Also the particular bet showed i WON 5€ and not bet 5€. After the casino looked into this they in fact agreed on that the 5€ appeared for me as a win and for them as a bet. They said this was an "visual" issue and they are working to fix it. But now ALL of a sudden they said i made another 5 bet and contacted the provider about it but do not want to give me proof. I have an incredible amount of evidence the 5€ bet was never made. They have made an error based of this 5€ bet that was a win and not a bet and they do not want to change their opininion about it even with the 100% evidence i have. I need help and am happy to provide all screenshots.

Dear loecloec,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue.

I carefully checked the Bonus Terms on the website, and this is what I found https://www.locowin.com/bonus-terms:

„You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Thank you very much, loecloec, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 loecloec.

I am sorry to hear about your troubles.

In this situation, I would like to invite the casino representative into the case.

Meanwhile, could you please upload better screenshots? It is not possible to recognize anything from the pictures that you sent before.

Hi Matej is it possible to send these directly to your email? It seems they get blurry when i upload them here. Respectfully

Try to send them on my email: matej@casino.guru

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Hello loecloec.

Since we haven’t received any response from the casino regarding the issue, I would suggest you contact the licensing authority:

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

Please let me know when you submit the complaint there, and I will close the complaint with the status: waiting for the regulator's decision.

Ok i will do so thank you.

Because loecloec will contact the licensing authority I am closing the complaint with a status: waiting for the decision of the regulator.

Loecloec please contact me (matej@casino.guru) when you will get a final answer from the regulator and we will close the complaint accordingly.

Hello loecloec.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear loecloec,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear LocoWin Casino,

We hope this message finds you well. We are writing to address a previous complaint on our website that was marked as "Waiting for Regulator" and subsequently closed. However, we have now decided to reopen this case to inquire if there has been any progress made since then.

We attempted to reach out to the player regarding their complaint, but unfortunately, we did not receive any response. Before proceeding further, we wanted to inquire if you have any records of this issue being resolved by the Licensing Authority in the past. Any updates or information you can share with us would be of great help. Please direct any relevant communication to the following email address: matej@casino.guru.

We understand that some time has elapsed since our last communication, but your cooperation in providing us with any relevant details would be highly appreciated. Thank you very much in advance for your assistance.

Unfortunately, none of the sides reply. Because, in this case, loecloec provided sufficient proof, we are closing this case as unresolved with the status: no reaction policy.