Locowin Casino - プレイヤーの出金が遅れている。

hello dear support,

About Help I would be happy.

All payouts - I've been a customer there for about 2, 3 months - at Locowin have been on my account incredibly quickly so far, but with this really ridiculous sum (40 euros - no bonus etc..), it is suddenly "under observation". - whatever that may mean - when asked, the answer was "the observation can last for days" - when asked again today, the same answer, with the difference "...weeks".

I really have no idea what that's supposed to mean, I'm a "low-level" player, but the choice of words doesn't make you feel like a customer, but a petty criminal. I assume they want to get rid of me, because I (mostly) take my winnings with me instead of gambling them again - it can't be anything else (see, as I said: the total - so absolute peanuts). And I also asked if maybe I was no longer wanted, then I would stay away or have my account deleted, but I always got the same stereotypical answer with the "observation"; Incomprehensible!

Thank you in advance and best regards, Fabienne

hallo sehr geehrter support,

über Hilfe würde ich mich freuen.

Alle Auszahlungen - bin seit ca. 2, 3 Monaten dort Kunde - bei Locowin waren bisher unglaublich schnell auf meinem Konto, doch bei dieser wirklich lächerlichen Summe (40,- Euro - kein Bonus etc..), steht diese plötzlich "unter Beobachtung" - was immer das auch heissen mag - auf Nachfrage kam zunächst die Antwort "die Beobachtung kann noch Tage dauern" - auf erneute Nachfrage heute die gleiche Anwort und mit dem Unterschied "...Wochen".

Ich habe wirklich keine Ahnung, was das soll, ich bin "low-level"-Spieler, doch bei der Wortwahl kommt man sich nicht vor, wie ein Kunde, sondern ein Kleinkrimineller. Ich vermute, man will mich loswerden, denn ich nehme (meistens) meine Gewinne auch mit, anstatt sie wieder zu verspielen - etwas Anderes kann es eig. nicht sein (siehe, wie gesagt: die Summe - also absolute peanuts). Und ich fragte auch, ob ich vielleicht nicht mehr erwünscht sei, dann würde ich mich fern halten bzw. mein Konto löschen lassen, erhielt aber immer wieder nur dieselbe stereotype Antwort mit der "Beobachtung"; Unfassbar!

Vielen Dank im Voraus und beste Grüße, Fabienne

Dear sundance65,

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

hello dear support,

thank you very much for your detailed answer!

Well, I think something is wrong here: it can't really be due to the verification, because I've already had various successful payouts that were written to my bank account in a flash.

Now I've been waiting for 2 weeks: and at first I was told I should wait a few more days - and when still nothing happened, I was written to say I had to wait a few more weeks; If you could give me at least one reason, I would have patience and understanding, but I'm afraid that nothing will come of it...

I'll get in touch with you again before Donnerstang and let you know if anything has happened - if it still hasn't happened then I'd appreciate it if you could get in touch with the casino, ok?

Greetings, many thanks and have a nice Sunday! Fabienne

hallo lieber support,

vielen Dank für Ihre ausführliche Antwort!

Also, ich bin der Meinung, hier stimmt etwas nicht: an der Verifizierung kann es eigentlich nicht liegen, denn ich hatte ja bereits diverse erfolgreiche Auszahlungen, die regelrecht blitzartig auf meinem Bankkonto guit geschrieben wurden..

Jetzt warte ich nunmehr seit 2 Wochen: und zunächst hiess es, ich solle mich noch ein paar Tage gedulden - und, als dann immer noch nichts passierte, schrieb man mir, ich müsse weitere Wochen warten; wenn man mir wenigstens einen Grund nennen könnte, hätte ich ja Geduld und Verständnis, aber ich befürchte halt, dass da gar nichts mehr kommt...

Ich mlede mich bis Donnerstang noch einmal bei Ihnen und berichte, ob sich etwas getan hat - wenn dann immer noch nichts passiert ist, würde ich mich freuen, wenn Sie enmal mit dem Casino Kontakt aufnähmen, ok?

Viele Grüße, lieben Dank und einen schönen Sonntag! Fabienne

Dear sundance65,

Have you received your withdrawal from the casino yet?

Hello dear Kristina,

Thank you for your concern.

I wrote you a message 5 hours ago (please see above your message from just now!):

no.

Kind regards, Fabienne

hallo liebe Kristina,

danke für die Nachfrage.

Ich hatte Ihnen vor 5 Std. eine Nachricht geschrieben (siehe bitte über Ihrer Nachricht von eben!):

nein.

Liebe Grüße, Fabienne

Thank you very much for your reply, sundance65. Could you please advise when exactly you made your last successful withdrawal?

Would you be so kind as to forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much sundance65 for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Many thanks to Kristina and Michal🙂

I'm off site now until Tuesday and without internet.

Greetings and have a nice weekend! Fabienne

Vielen Dank an Kristina und Michal🙂

Ich bin jetzt bis Dienstag nicht vor Ort und ohne Internet.

Liebe Grüße und ein schönes Wochenende! Fabienne

Hello sundance65

I'm Michal and I have taken over your complaint. I have reviewed your case and although as you mentioned you have been verified as a legit player/person the casino has the right to request these checks anytime. I understand that the delay in your withdrawal request might look a bit weird as you have not used bonuses and requested a withdrawal of "only" €40, but the casino has the right to undergo additional security checks.

Anyway, I will still contact the casino to see if we can help.

We would like to invite Locowin Casino to join the conversation.

Dear Locowin Casino, 

Can you please provide some information regarding the player's deposit?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Michael,

many thanks for the support!

The casino has now marked my payment status as "sent".

But the money is not in my bank account yet.

However, we have a holiday here today..

I'll get back to you tomorrow if it's there/or not.

Please don't close the case until then, ok?

Unfortunately I have to open a second one soon.

Thank you very much, you are great 🙂 Greetings, Fabienne

Hallo Michal,

vielen Dank für die Unterstützung!

Das Casino hat nun meinen Zahlungsstatus als "gesendet" markiert.

Das Geld ist aber noch nicht auf meinem Bankkonto.

Allerdings haben wir heute hier Feiertag..

Ich melde mich Morgen umgehend noch mal, wenn es da ist /oder nicht.

Bitte schliessen Sie den Fall bis dahin nicht, ok?

Leider muss ich gleich noch einen zweiten öffnen.

Vielen lieben Dank, Ihr seid spitze🙂 Gruss, Fabienne

Hello sundance65

Thank you for the update. I'm glad we could move with your complaint a bit further, but until you confirm that you have successfully received the funds I will keep this complaint "alive". Please allow a couple of days to reach the funds your account as the timeframe may vary. I hope this will be processed as soon as possible.

Hey Michael,

Everything is good.

The money is in my account.

Many thanks and greetings 🙂

Fabienne

hey Michal,

es ist Alles gut.

Das Geld isrt auf meinem Konto.

Vielen lieben Dank und Gruß 🙂

Fabienne

Great news, sundance65. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal