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

I am trying to complete the identity verification (KYC) process, but it seems intentionally impossible.

The bookmaker sends me two verification links: one to take a live photo of my ID and another to upload proof of address. They claim that the links expire 15 minutes after opening them, but this is simply not true.

In every single case, the links are already expired the moment I open the email for the first time. This has happened four different times, after requesting four separate verification emails.

The emails are usually sent in the middle of the night (around 5:00 AM), so when I open them later, the links are already unusable. This clearly suggests that the links expire 15 minutes after being generated or sent, not after being opened, despite what customer support claims.

I have contacted support multiple times, but they keep repeating the same explanation and refuse to provide any alternative verification method. As a result, I am unable to verify my account and unable to withdraw my funds.

At this point, this feels like a deliberate obstruction of the withdrawal process rather than a technical issue. I am willing to complete verification immediately, but the system does not allow it.

I strongly advise other users to be cautious.

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 A.G.1,

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 A.G.1,

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.

There's nothing new, and I don't know if you've understood the case.

They send me verification links that always arrive expired.

They tell me I have fifteen minutes to open it and upload the documents. But it's a lie; every time they've sent it, when I click on it, it says it's already expired.

Therefore, it's impossible to verify why they don't give me any response by email; they only reply with an automated response, and it's been like this for weeks.

No hay ninguna novedad y no sé si habéis entendido el caso.

Me envían enlaces de verificación que siempre llegan caducados.

Ellos me dicen que hay quince minutos para abrirlo y subir la documentación. Pero es que es una mentira todas las veces que menos han enviado al darle ponía que ya estaba caducado.

Por lo tanto es imposible verificar porque no me den ninguna respuesta por mail, solo me contestan una respuesta automatizada, y así llevo semanas

Dear A.G.1,

Unfortunately, we have reached a point where we are no longer able to move forward with this complaint.

Under normal circumstances, we would now contact the casino directly and request their explanation regarding the KYC verification issues you described. However, Locowin Casino has accumulated 50+ complaints closed under our "No Reaction Policy," which clearly indicates that the casino is not willing to cooperate with us or engage in dispute resolution in any meaningful way.

As a result, we are forced to close this complaint as "unresolved." This outcome will negatively impact the casino’s overall rating. While I understand this is not a satisfactory resolution for you, unresolved complaints and the resulting rating decrease may eventually encourage the casino to reconsider its approach toward players and mediation.

Regrettably, we have no other option, as ignoring our attempts to communicate has become a recurring pattern for Locowin Casino. We have made numerous efforts to reach the casino via email, live chat representatives, and affiliate contacts, but all attempts to resolve issues have been unsuccessful. Given this behavior, we strongly recommend staying away from Locowin Casino.

I truly wish I could be of more help in resolving your case.

As a next step, I recommend that you follow the casino’s own dispute resolution process, which you can review here:

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

If you decide to contact the casino’s regulator, you may also find our guide helpful:

https://casino.guru/submitting-complaints-to-regulators

Please note that the casino can choose to reopen this complaint at any time should they decide to cooperate.

Thank you, Karla