Locowin Casino - Os ganhos do jogador foram cancelados.

Hello I got in touch on 08/31/2022 a bit late but it is correct or not I won 1290.80 in Opal and had not yet implemented a bonus had about 100 € not quite to implement I got into the game Razorshark and had played it at every casino comes a message if you still have a bonus running that you can't play it here came a message only from the support where I wanted to pay it out and after 2 days it was still not on the account I saw the status in the casino that it was canceled and the whole profit that I won in Opal was canceled and I left my 20€ in a game account and the rest was gone, that's right that you don't show a message as a casino and afterwards when you pay out something like that you violated a bonus and deleted the money I don't know of any casino that doesn't display such a warning message and lets the players come so far as to play a game with a bonus, which because of the open bonus the game ern lets him play and lets him in and without a message only at the payout that it violated the bonus conditions 😖

Hallo habe am 31.08.2022 melde mich etwas spät aber es richtig ist oder nicht habe 1290.80 in Opal gewonnen und hatte einen Bonus noch nicht umgesetzt hatte ca noch 100€ nicht ganz zum umsetzen Bin ins Spiel Razorshark rein und habe es gespielt gehabt bei jedem Casino kommt ne Meldung wenn man einen Bonus noch am laufen hat das man es nicht spielen kann hier Kamm ne Meldung erst von dem Support wo ich es auszahlen wollte und nach 2 Tagen es immer noch nicht auf Konto war habe ich den Status im Casino gesehen das es abgebrochen worden ist und der ganze gewinn was ich in Opal gewonnen habe gestrichen und mir meine 20€ aufeinem Spiel Konto gelassen und Rest weg gemacht ist das richtig sowas das man als Casino keine Meldung zeigt und hinterher bei der Auszahlung sowas sie haben gegen einen Bonus verstoßen und das Geld gelöscht kenne kein Casino der so ne warn Meldung nicht anzeigt und die Spieler soweit kommen lässt mit einem bonus ein Spiel zu spielen was Wegen dem offenen Bonus den Spielern spielen lässt und ihn rein lässt und ohne eine Meldung erst bei der Auszahlung das es gegen die Bonus Bedingungen verstoßen hat 😖

Dear 86Daniel86Frese86,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the casino confiscated your winnings because you played a restricted game?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Jop all the money away never left me on the account 20 € because what I had paid in and otherwise write about bk.SVt7any with whom I unfortunately have no proof wanted to make a screenshot where the conversation was over with them make there was after the chat from theirs Page completely gone had the opportunity not to do it in the years when I didn't play anything like that, it was always displayed in a casino if you wanted to play a game that wasn't allowed because of the bonus and you didn't even get into the game and that's it not to play at all and at locowin they did something like that especially so that those who don't hand it in and delete it who knows how many people it has already happened to that the coal has been deleted 😣

Jop ganze Geld weg nie mir auf dem Account 20€ da gelassen was ich eingezahlt gehabt habe und sonnst überbk.SVt7irgendwelche schreiben mit denen habe ich leider kein Beweis wollte Screenshot machen wo die Unterhaltung zu Ende mit denen war machen da war nach dem Chat von deren Seite komplett weg hatte die Möglichkeit nicht zu machen habe in den Jahren wo ich spiele sowas nicht erlebt immer wurde in einem Casino wenn man ein Spiel spielen wollte was nicht wegen dem bonus nicht erlaubt ist angezeigt und man Kamm erst garnicht in das Spiel rein und schon gar nicht noch zu spielen sowie bei locowin sowas haben die extra so gemacht damit die die es nicht abgeben und es streichen wer weiß bei wievielen leuten es schon passiert ist das die Kohle gestrichen werden ist 😣

Thank you very much 86Daniel86Frese86 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi 86Daniel86Frese86,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Locowin Casino to the conversation to participate in the resolution of this complaint.

Ok, thank you very much for that

Okay vielen lieben Dank euch dafür

We would like to ask the 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’.

Can you take action against them somehow 🤔😖

Kann man gegen die irgendwie vorgehen 🤔😖

Hi 86Daniel86Frese86,

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