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

Hi

On 11/16/22 I received an email with free spins from Locowin and I also used the games. With the last 20 cents I won something like 300 euros.

I continued to play and with a little over 700 euros I requested a payout of 600 euros, the payout form said REAL MONEY !! The payment was then processed and I continued to play with the rest, and at some point during the night it was 400 euros, which I left in the player account and put the cell phone away. In the afternoon I opened Locowin again and the 400 euros were gone, there were only 50 euros left.

I wrote to customer service and they said I got an email, only up to 50 euros winnings possible with free spins, then I replied that there was real money all the time and ready for payment! Then it said that I had played a game that wasn't allowed, the nice thing about it is that it was this game where I got the free spins 🙂

Is it really the case that I don't see anything about it even though it was ready for payment?

Thank you and best regards

Hallo

Ich habe am 16.11.22 eine Email mit Freispielen von Locowin bekommen und die Spiele auch genutzt. Mit den letzten 20 Cent habe ich dann einen Gewinn von irgendwas mit 300 Euro gewonnen.

Habe weiter gespielt und bei etwas über 700 Euro habe ich eine Auszahlung von 600 Euro beantragt,im Auszahlungsformular stand ECHTGELD !! Die Auszahlung war dann in Bearbeitung und ich habe mit dem Rest weiter gespielt,war dann irgendwann nachts bei 400 Euro,die habe ich auf dem Spielerkonto gelassen, und hab das Handy weg gelegt. Am Nachmittag hab ich Locowin wieder geöffnet und die 400 Euro waren weg,es waren nur noch 50 Euro da.

Ich habe den Kundendienst angeschrieben und die meinten ich habe eine Email bekommen, nur bis 50 Euro Gewinne möglich bei Freispielen,hab dann geantwortet das da die ganze Zeit Echtgeld stand und zur Auszahlung bereit ! Dann hieß es das ich ein Spiel gespielt hätte was nicht erlaubt gewesen wäre, das schöne daran ist das es dieses Spiel wäre wo ich die Freispiele bekommen habe 🙂

Ist es denn jetzt wirklich so das ich davon nix sehe obwohl es zur Auszahlung bereit stand ?

Danke und Liebe Grüße

Dear Elke1402,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which exact bonus you have activated and played? Have you activated it inside your account or it has been sent to you via email? If it was a promotional offer, could you forward the original email to petronela.k@casino.guru? Ideally, please attach your game history too.

Thank you in advance for your reply.

Best regards,

Petronela

Hi

I have sent you an email with the copies

Thank you first.

LG

Hallo

Ich habe Ihnen eine Email gesendet mit den Kopien

Vielen Dank erstmal.

LG

Thank you, Elke1402, for your reply and forwarded screenshots. It is a very confusing case since you've been accused of playing restricted games and withdrawing more than the maximum cashout from the free bonus.

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" 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, 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 to resolve 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.

The casino can reopen this complaint anytime.