Locowin Casino - O jogador ainda não recebeu os seus prémios.

I hereby wish to file a complaint regarding an issue I encountered with several of my deposits at your casino. I have made several transactions and deposits using cryptocurrency, all of which appear to have been successfully sent and confirmed on the corresponding blockchain network.

However, on their platform the deposit in question is listed as "cancelled", even though the amount has never been refunded to my wallet nor credited to my gaming balance.

That is to say:

The deposit was made and confirmed on the blockchain.

It appears as cancelled at the casino.

I have not received a refund of the deposited amount.

The balance has not been credited to my player account.

I request that this case be reviewed as soon as possible, verifying the transaction hash and the deposit status, and that the amount be refunded or credited immediately to my account.

Thank you for your time.

Por la presente deseo presentar una reclamación referente a un problema ocurrido con varios de mis depósitos realizados en su casino. He efectuado varias transacciones y depósitos mediante criptomonedas, los cuales aparecen correctamente enviados y confirmados en la red blockchain correspondiente.

Sin embargo, en su plataforma el depósito en cuestión figura como "cancelado", pese a que el importe nunca ha sido reembolsado a mi cartera ni tampoco ha sido acreditado en mi saldo de juego.

Es decir:

El depósito fue realizado y confirmado en blockchain.

En el casino aparece como cancelada.

No he recibido el reembolso del importe depositado.

No se me ha acreditado el saldo en mi cuenta de jugador.

Solicito por favor que se revise este caso a la mayor brevedad posible, comprobando el hash de transacción y el estado del depósito, y que se realice la devolución del importe o la acreditación inmediata en mi cuenta.

Gracias por su atención.

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 Brunoludazo,

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 Brunoludazo,

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.

Good evening, and please excuse the delay. I can confirm that I did not receive the requested refund. I registered at your casino, made a deposit, and when the deposits weren't credited, I made several more, but nothing changed. Therefore, I request that the money be credited to my gaming account or returned to my wallet. Thank you.

Buenas noches, y disculpen la demora. Les puedo confirmar que no recibí el reintegro del dinero solicitado. Que me registre en su casino fui a depositar y al no llegar acreditarse los depósitos efectúe varios y nada todo igual. Por ello solicito o que se acredite en mi cuenta de juego o me sea devuelto a mi billetera. Gracias

Hello Brunoludazo,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear player,

Thank you for your response. Could you please clarify if you have tried contacting your payment processor regarding this issue? Was this your first deposit at this casino? Could you please forward the payment receipt and any relevant communication to attila.g@casino.guru?

Thank you in advance for your reply.

Good morning

Yes, I have already contacted my payment processor regarding this issue.

This wasn't my first deposit at this casino. I made several deposits, and none of them were returned to my account, nor were they credited to my account. Therefore, I request that the casino review these transactions on my gaming account.

I await your instructions.

Thank you for your time.

All the best

Buenos dias

Sí, ya he contactado con mi procesador de pagos en relación con este problema.

No fue mi primer depósito en este casino. Realicé varios depósitos, y ninguno de ellos fue devuelto a mi cuenta, ni tampoco llegaron a acreditarse en el casino. Por solicito al casino que revise esas transacciones en mi cuenta de juego.

Quedo a la espera de sus indicaciones.

Gracias por su atención.

Un saludo

Dear player,

Thank you for your response. Could you please forward the payment receipt and any relevant communication to attila.g@casino.guru?

Thank you in advance for your reply.

Good morning Attila,

I sent you all this documentation by email on December 30, 2025. Can you confirm that you received it? If anything else is needed, please let me know.

All the best

***** ********

Buenos días Attila,

Le envié toda esta documentación por correo electrónico el 30/12/2025, me puede confirmar que lo ha recepcionado? En caso de que hiciera falta algo más hágamelo saber por favor.

Un saludo

***** ********

Dear Brunoludazo,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 50+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. 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, we have no other choice since it seems to be a common practice for Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our 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 number of complaints grew. We strictly recommend staying away from Locowin Casino. I wish I could be of more help.

I would recommend you undergo the casino's dispute process, you can read about it here first:

https://www.locowin.com/terms-and-conditions (point 10.)

If you end up contacting the casino regulator, feel free to take advantage of our article on how to do so here: https://casino.guru/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.