Locowin Casino - O levantamento dos prémios dos jogadores está atrasado.

I used it during a World Cup match with no conditions other than minimum odds of 1.90. I won €35 from it, which I used to play on slot machines. Nothing specifies that it was a bonus amount, but I played it according to the bonus rules. I generated over €10,000, which I initially withdrew and then canceled. I continued playing and won over €40,000, which I also withdrew. I received a €5 free bet that I used on a World Cup match with no conditions other than minimum odds of 1.9. I made my first withdrawals on July 15th, and then again on July 16th, 17th, 18th, 19th, and 20th. None of them have been processed yet. I was asked to wait a few more days for due diligence checks, and then on July 22nd, I was asked to wait up to 10 more days. My account with them is validated, and all the documents I previously requested have been submitted. Email support hasn't responded to my first email on July 18th.

In their Terms and Conditions, article 2.10.11, it is clearly stated that there is no maximum withdrawal limit on winnings from sports free bets. Email support is not responding, and some live chat advisors have informed me that the maximum withdrawal is €100 for depositors, even though this rule is not stated in the Terms and Conditions. Thank you for your help.

I used it during a World Cup match with no other conditions than a minimum odds of 1.90. J'ai gagné 35 € grâce à ça, que j'avais l'habitude de jouer sur les machines à sous. Rien ne précise que c'est un montant de bonus, mais je l'ai joué en suivant les règles du bonus. J'ai généré plus de 10 000 €, que j'ai d'abord retiré puis annulé. J'ai continué à jouer et j'ai gagné plus de 40 000 €, que j'ai aussi retiré. J'ai reçu un pari gratuit de 5 € que j'ai utilisé lors d'un match de Coupe du Monde sans autres conditions qu'une cote minimale de 1,9. I made my first withdrawals on July 15th, and then again on July 16th, 17th, 18th, 19th, and 20th. None of them have been processed yet. I was asked to wait a few more days for due diligence checks, and then on July 22nd, I was asked to wait up to 10 more days. My account with them is validated, and all the documents I previously requested have been submitted. Email support hasn't responded to my first email on July 18th.

In their Terms and Conditions, article 2.10.11, it is clearly stated that there is no maximum withdrawal limit on winnings from sports free bets. Email support is not responding, and some live chat advisors have informed me that the maximum withdrawal is €100 for depositors, even though this rule is not stated in the Terms and Conditions. Thank you for your help.

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 Marnas,

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 Marnas,

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.

Hello, I'm fine, thank you. To date, I haven't yet received the requested withdrawals. I still have 5 left out of the 13 original ones from July 15th and 18th, for a total of €19,500.

Bonjour, je vais bien, merci. À ce jour, je n'ai pas encore reçu les retraits demandés. I still have 5 left out of the 13 original ones from 15/07 and 18/07, for a total of €19,500.

Despite the messages I send them, I always receive the same automated replies telling me to be patient because it is in progress and additional checks are being carried out.

Malgré les messages que je leur envoie, je reçois toujours les mêmes réponses automatisées me disant d'être patient parce qu'il est en cours et des contrôles supplémentaires sont en cours.

Thank you for providing the update. I would like to kindly ask you a few questions to better understand the situation:

• Could you please confirm whether you have successfully completed the KYC (Know Your Customer) verification?
• How many of your withdrawals have been processed (total) since the time you initiated your complaint?
• You mentioned a limit on cashouts for free bets. Did the casino really limit your withdrawals because of using a free bet?
• Could you please provide an update on the current status of your withdrawal request? Is it currently marked as pending or has it been processed in your casino account? If possible, I would appreciate it if you could upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your response.

Dear Sir/Madam,

Thank you for your message.

I confirm that I have completed the KYC verification process successfully.

Regarding my withdrawals: since I initiated my complaint, my pending withdrawals were cancelled by the casino. The withdrawals concerned were €2,000 and €2,500, which had been pending since 15/07/2026.

Yes, the casino stated that my withdrawals were limited because the winnings came from a Free Bet. According to their live chat support, the maximum withdrawal amount was €150, and they cancelled my withdrawals and credited only €150 back to my casino balance.

However, this limit was never clearly communicated to me when I received the €5 Sportsbook Free Bet promotion. I was not aware of any €150 cashout restriction before using the promotion or before requesting my withdrawals.

Currently, the withdrawals are no longer pending. They are marked as cancelled in my withdrawal history, and the funds were returned to my casino balance. I can provide screenshots of my withdrawal history and the conversation with the casino support agent confirming the reason for the cancellation.

Thank you for your assistance in reviewing this matter.

Kind regards,

Marion

Dear Casino Guru,

I would like to provide additional information regarding my complaint.

LocoWin claims that the World Cup Free Bet promotion included a maximum withdrawal limit of €150. However, despite several requests, they have never provided the contractual clause that establishes this limit.

I have repeatedly asked them to provide:

the exact clause,

the full promotional Terms and Conditions,

and proof that these Terms and Conditions were available before I participated in the promotion.

They have never answered these requests. Instead, they simply repeat that the promotion had a €150 withdrawal limit without providing any evidence.

I have also reviewed the promotional email that I received before participating. The email only states that the free bet is valid on bets with minimum odds of 1.90. It does not mention any maximum withdrawal limit of €150.

Furthermore, the email only refers to the general Terms and Conditions. The link included in the email is no longer accessible and opens a blocked page. Therefore, I cannot verify any specific promotional conditions, and LocoWin has refused to provide a copy despite my repeated requests.

Based on the information available to me:

the promotional email does not mention a €150 withdrawal limit;

I have not been able to access any promotional Terms and Conditions containing such a clause;

and LocoWin has repeatedly failed to provide the clause they rely upon.

I respectfully ask Casino Guru to request that LocoWin provide the specific promotional Terms and Conditions and the exact contractual clause that allegedly limits withdrawals to €150, as well as proof that these conditions were available to players before participation.

I have attached the promotional email and my correspondence with LocoWin as supporting evidence.

Thank you for your assistance.

Kind regards,

[redacted]

Locowin initially informed me that the maximum withdrawal was €50 for non-depositors and €100 for depositors. They now refer to a limit of €150, without providing the original promotional terms and conditions to substantiate this restriction. I request the exact archived terms and conditions of the World Cup free bet promotion that applied on the day the bonus was awarded.

Locowin m'a d'abord informé que le retrait maximum était de 50 € pour les non-déposants et de 100 € pour les déposants. Ils se réfèrent maintenant à une limite de 150 €, sans fournir les conditions promotionnelles originales prouvant cette restriction. Je demande les conditions exactes archivées de la promotion de la Coupe du Monde de paris gratuits applicables le jour où le bonus a été accordé.

Thank you for the clarification. Could you please clarify the following details?

• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• How much did you win from your €5 free bet?
• After using the €5 free bet, did the winnings from it appear as "withdrawable"/"real money", or were your winnings displayed in the bonus balance?
• If possible, could you please share your bonus history in Locowin Casino?
• Could you please let me know the exact amount that was confiscated by the casino?

Thank you.

On my €5 bet, I won €35 which was credited directly to my real money balance and immediately withdrawable. My balance was perfectly balanced.

He confiscated €4350 from me.

I've attached photos of the bonuses I've earned.

Sur mon pari de 5 €, j'ai gagné 35 € qui a été directement crédité sur mon solde en argent réel et immédiatement retirable. Mon équilibre était un véritable équilibre.

Il m'a confisqué 4350 €.

J'ai joint des photos des bonus que j'ai gagnés.

Dear Marnas,

Based on these circumstances, our next step would be to contact the casino and ask for their point of view and detailed records to investigate your eligibility for winnings gained.

Unfortunately, I would like to inform you that since this casino has 60+ cases closed as "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino.

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, it seems to be a common practice of Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous 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 failed as the complaints grew in number. We strictly recommend staying away from Locowin Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Best regards,

Jean