Locowin Casino - O jogador afirma que o seu pagamento foi atrasado.

I have been a customer of your casino for many years. Until now, deposits and withdrawals have always been trouble-free, which is why the current situation surprises me all the more.

A few days ago, I took advantage of the 200% bonus and fully and correctly fulfilled the bonus conditions. Since I have known your casino and its partner casinos for years, I am very familiar with the bonus terms and conditions and, of course, take care not to play any prohibited games or violate any other conditions.

That same evening, I requested a withdrawal. The following day, I was asked to verify my payment method, which I did promptly and successfully. A day later, I also had to verify my address, which was also completed successfully.

Despite the verification process being fully completed, my payout is still pending. Unfortunately, the live chat isn't helping. Instead of specific information, I only receive standard replies, which is unnecessarily delaying the process.

Since I am familiar with such practices from experience, I have the impression that the processing is being deliberately delayed in the hope that I will cancel my withdrawal and continue playing with the balance. I will, of course, not do that.

Since I am not receiving any helpful support from the support team and my issue has not yet been resolved, I now feel compelled to file an official complaint.

Ich bin seit vielen Jahren Kunde in Ihrem Casino. Bisher verliefen Ein- und Auszahlungen stets problemlos, weshalb mich die aktuelle Situation umso mehr überrascht.

Vor einigen Tagen habe ich den 200%-Bonus genutzt und die Bonusbedingungen vollständig und ordnungsgemäß erfüllt. Da ich Ihr Casino sowie die Partnercasinos seit Jahren kenne, bin ich mit den Bonusbedingungen bestens vertraut und achte selbstverständlich darauf, keine verbotenen Spiele zu nutzen oder gegen andere Bedingungen zu verstoßen.

Am selben Abend habe ich eine Auszahlung beantragt. Am darauffolgenden Tag wurde ich aufgefordert, meine Zahlungsmethode zu verifizieren, was ich umgehend und erfolgreich erledigt habe. Einen weiteren Tag später musste ich zusätzlich meine Adresse verifizieren, was ebenfalls erfolgreich abgeschlossen wurde.

Trotz der vollständig abgeschlossenen Verifizierungen ist meine Auszahlung weiterhin ausstehend. Der Live-Chat hilft mir leider nicht weiter. Statt einer konkreten Auskunft erhalte ich ausschließlich Standardantworten, wodurch sich die Bearbeitung unnötig in die Länge zieht.

Da ich mit solchen Vorgehensweisen aus Erfahrung vertraut bin, habe ich den Eindruck, dass die Bearbeitung bewusst verzögert wird, in der Hoffnung, dass ich meine Auszahlung storniere und das Guthaben weiterspiele. Das werde ich selbstverständlich nicht tun.

Da ich vom Support keine hilfreiche Unterstützung erhalte und mein Anliegen bislang nicht gelöst wurde, sehe ich mich nun gezwungen, eine offizielle Beschwerde einzureichen. 

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear AleKing44,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear AleKing44,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AleKing44,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean