Locowin Casino - O saque do jogador está atrasado devido a problemas com o KYC (Conheça Seu Cliente).

Dear Customer Service Department,

Through this letter, I wish to file a formal complaint regarding the verification (KYC) process of my account on your platform.

I have made several attempts to complete the verification process without success, as I am not receiving the necessary link. I have also sent emails requesting assistance, and to date, I have not received any response from your team.

This situation is causing me considerable harm, as it prevents me from operating my account normally. I believe that the lack of response and assistance violates basic customer service standards.

I therefore request:

Please review my account status immediately.

Please send me the correct link to complete the KYC verification.

Please provide me with written confirmation of the resolution of this issue.

I request that my pension be reinstated.

I await an urgent solution.

Sincerely,

Roberto ****

Estimado Departamento de Atención al Cliente,

Por medio del presente escrito, deseo presentar una queja formal respecto al proceso de verificación (KYC) de mi cuenta en su plataforma.

Llevo varios intentos tratando de completar la verificación, sin éxito, ya que no estoy recibiendo el enlace necesario para realizar el procedimiento. Asimismo, he enviado correos electrónicos solicitando asistencia y, hasta la fecha, no he recibido ningún tipo de respuesta por parte de su equipo.

Esta situación me está generando un perjuicio considerable, ya que me impide operar con normalidad en mi cuenta. Considero que la falta de respuesta y de asistencia vulnera los estándares básicos de atención al usuario.

Solicito, por tanto:

Que revisen de manera inmediata el estado de mi cuenta.

Que me envíen el enlace correcto para completar la verificación KYC.

Que se me confirme por escrito la resolución de esta incidencia.

Que me sea reintegrado el retiro

Quedo a la espera de una solución urgente.

Atentamente,

Roberto ****

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Locowin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you?
• Do I understand correctly that due to the link expiring after 15 miutes you were unable to complete the verification process?
• Could you please list which documents you are supposed to upload to the casino in order to complete it?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me the responses from the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear rmarquezcalavia94,

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.

Hello Tomas,

Thank you for your response and for looking into my case.

Yes, my player’s account is still accessible to me.

Yes, that is correct. The verification link expires after approximately 15 minutes, which prevented me from completing the verification process in time.

The casino requested the following documents in order to complete the verification:

- Identity document (ID / Passport)

- Proof of address

- Verification through the link they provided

My current balance was not achieved using a bonus.

I have also sent you the responses I received from the casino regarding this issue, including the relevant emails and communication.

Please let me know if you need any further information from my side. I appreciate your help in resolving this matter.

Best regards

Dear Player,

Unfortunately, I would like to inform you that since this casino has 10+ 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 died as the complaints grew in numbers. We strictly recommend staying away from Locowin Casino. I wish I could be of more help. The casino can reopen this complaint anytime.