Locowin Casino - A retirada do jogador foi adiada devido à perda do bônus.

Hi, my complaint is, I deposited €10 at LocoWin, and they gave me a €50 bonus in my account. That bonus had to be wagered for €1,800 to unlock it.

I was playing and managed to play the €1,800, leaving me with €730 in real money. I verified my details and my card and withdrew €650. To my surprise, the next day I had a €10 balance in my account and an email stating that I had forfeited the bonus by playing slots that weren't eligible.

Nowhere was it clearly and visibly stated, and what I don't understand is why the casino itself allowed me to access those slots when I was playing the bonus in question.

Buenas, mi queja es, deposité 10€ en locowin, y me dieron un bono de 50€ en mi cuenta. ese bono había que jugarlo 1800€ para desbloquearlo.

Yo estuve jugando y conseguí jugar los 1800€ y me quede con 730€ en dinero real. verifique mis datos y mi tarjeta y retiré 650€. para mi sorpresa al día siguiente tenía 10€ de saldo en mi cuenta y un email diciendo que había incumplido el bono habiendo jugado a slots que no se podían.

En ningún lado claro y visible ponía nada de eso, y lo que no entiendo es que el propio casino me dejara acceder a esas slots cuando estaba jugando el bono en cuestión.

Dear luisescales1,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Locowin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please specify what exact bonus you have claimed? Please share the link for the promotion or the screenshot from the promotional email confirming which bonus you were awarded.
• Did you receive any notifications or alerts from the casino before or during your gameplay informing you of the eligibility requirements?
• Did the casino inform you which specific restricted slots you have played?   

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.  

Best regards,

Natalia

Dear luisescales1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru