Locowin Casino - プレイヤーの賞金が不当に没収されました。

I am filing a formal complaint against Locowin Casino regarding the unjust removal of my legitimate winnings.

Deposit made: €20

Bonus accepted: Yes, fully wagered according to the stated requirements

Balance after wagering: €499

KYC Verification: Completed and approved

Withdrawal requested: €499

After fulfilling all wagering requirements and passing KYC verification, I requested a withdrawal of my €499 balance. However, Locowin removed my winnings overnight and rejected the withdrawal, crediting back only my initial €20 deposit.

The justification provided was an alleged breach of bonus terms (playing restricted games). This is incorrect. At no point did I play, bet, or win from any restricted game as defined in Locowin’s own terms and conditions. Furthermore, I never had the intention to play restricted games, and if such a game was technically accessed at any point, this is entirely the casino’s responsibility for failing to block restricted titles. Allowing access and then penalizing the player afterward is an unfair practice and a direct violation of consumer protection standards.

This action amounts to an unjustified confiscation of funds and a breach of fair play obligations

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.

• Could you please confirm you wagered the bonus completely before requesting a withdrawal? From one of the screenshots, it appears more than 1100 was still required to be wagered.
• Could you please list which particular games you have played during the wagering of the bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

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Dear Ozuna13,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru