Locowin Casino - プレイヤーの入金がアカウントから消えました。

Deposits are debited from my bank account, but they never appear in my casino account!

Einzahlungen werden vom Bankkonto abgebucht, landen aber nie am Casinokonto!

Dear auge88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted the payment provider already? Ideally, they should be part of the investigation.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

I deposited at another casino shortly before and it worked perfectly fine. So I don't think it's the payment provider's fault but the casino itself. In the comments about the casino, many customers describe the same problem.

Liebe Kristina,

ich habe kurz zuvor bei einem anderen Casino eingezahlt und es hat ganz normal funktioniert. Ich glaube also nicht das es am Zahlungsanbieter liegt sondern am Casino selbst. Bei den Kommentaren zum Casino beschreiben viele Kunden das gleiche Problem.

Thank you for your reply, auge88. Please check my previous message and follow the instructions. The payment provider needs to start an investigation of lost funds as this is a standard procedure. Since it can take up to a month to complete the investigation, I will set the timer for an additional 30 days. Save all communication with the payment provider regarding this issue and keep me updated.

It is also impossible to play in this casino. The machines are stuck. The website doesn't work. Everything crashes constantly and you are simply logged out. You can't log in anymore either.

Es ist auch unmöglich in diesem Casino zu spielen. Die Automaten stecken. Die Website funktioniert nicht. Alles stürzt ständig ab und man wird einfach ausgelogged. Man kann sich auch nicht mehr einloggen.

Do I understand correctly that you have lost access to your casino account? Do you have any remaining real money balance in your account?

Dear auge88,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.