Locowin Casino - A autoexclusão do jogador foi ignorada.

I was self-excluded from LocoWin, but I can now access the account normally and I have lost €1300 because of this.

I have never requested to have my self-exclusion removed or anything like that.

I think Locowin should give me my deposits back because I shouldn't have even been able to log into the account to begin with.

Estaba autoexcluida de LocoWin, pero actualmente puedo acceder a la cuenta con normalidad y he perdido 1300€ por culpa de esto.

No he solicitado nunca que se me quite la autoexclusión ni nada por el estilo.

Creo que Locowin debería devolverme los depósitos porque para empezar no debería ni haber podido iniciar sesión en la cuenta

Dear ban679,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Locowin Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please forward the self-exclusion request you sent to the casino initially?
• Could you please share the confirmation you received from the casino regarding the self-exclusion you received?
• Have you informed the casino about suffering from gambling problems at any point? When exactly?
• Have you asked the casino for a refund of lost funds already? With what result?
• Is your casino account currently blocked?
• Reply here and provide the requested information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply and cooperation.

Best regards,

Tomas

I sent the exclusion request from the locowin website and it came into effect immediately and did not allow me to access the account.

I don't have access to any evidence right now, but I think I have some screenshots I could send.

I have contacted the casino and they have told me that they are not aware of me having a self-exclusion.

The casino account remains accessible despite having an active self-exclusion

La solicitud de exclusión la envié desde la página web de locowin y entro en vigor en ese mismo instante y no me dejaba acceder a la cuenta.

Ahora mismo no tengo acceso a pruebas pero creo que tengo alguna captura de pantalla que podría enviar.

He contactado al casino y me han dicho que no les consta que tenga una autoexclusión.

La cuenta del casino sigue siendo accesible a pesar de tener una autoexclusión activa

Thanks for your reply.

I haven't received any information from your registered email address.

Please understand that without evidence you informed the casino of having gambling issues, we might not conclude you should have been protected. We believe that if you inform the casino of gambling problems the casino should protect you further gambling. If you haven't informed the casino you need protection from further gambling we can't conclude you are eligible for a refund.

If your player's account is currently accessible to you, I would recommend you request a self-exclusion from the casino following the information available on the casino's responsible gambling policy page: https://www.locowin.com/responsible-gaming

Permanent Self-Exclusion

If your gambling has become a problem, or if friends and family have expressed concern, we recommend contacting us to request a Permanent self-exclusion please contact us via live chat or email support@locowin.com.

Further Self Exclusion options can be found by visiting the Kahnawáke Gaming Commission

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

"Greetings Locowin support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is due to gambling problems / unrelated to any gambling problems. (choose what is applicable.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@locowin.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments.

Dear ban679,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.