Locowin Casino - プレイヤーの賞金は没収されました。

Hi, 

I love to play slots for couple of years now. Never had 1 bad experience at online casino till up monday. I recieved on Friday my friday free spins on locowin and the game have pay out 200 euro. The terms of locowin is as follows : 2.4.2. The winnings received from the promotion "Free spins Friday!" are wager free, this means that any winnings from the free spins can be withdrawn immediately without any wagering requirements. The maximum win you can accumulate and withdraw from the promotion "Free spins Friday!" is 250 EUR (or the equivalent in any other currency) so i did not go over the 250,-. I asked for a cashout but it was taking to long so instead of depositing New money I canceled the withdrawal and keep playing and sadly in this case I really had a good weekend on the slots. My balance was 450,- when I asked for a withdrawel again. The withdrawel was pending but I recieved also a bonus so I deposited 30 euros and recieve 30 euro’s bonus money. This money I really played down to 0.00. Then I canceled my withdrawal again and make a new withdrawal of 400 euro so I played with 50 euro and hit big again. Won around 250 euros and make other withdrawel of 175 euro and play with the rest of the money. In the meantime I leveled up and recieved freespins. That was nothing specials only this freespins have other bonus terms : Other free spins with deposit requirements that are not in the Welcome bonus have a maximum possible payout of 150 EUR. I just keep playing and playing had over 40 euros left and Monday evening i got mail from locowin. 

and what do you think ? they adjusted my withdrawal to 150 euro. I was trying to contact support but after 30 min I got logged out and have to start again. I the are dodging my questions and say this disision is final is there something else i can help you with other i Will close the chat. So I went in again and now they tell me you have mixed you winnings with freespins with other winnings so therefore we adjusted it to the first deposit you made. Really strangs answers I get and when I ask tough questions they close chat or say this is final. they will not pay out the full amount of money and they also will not pay the 250,- we’re it all started with. Maybe good to now everything is won with 0.10 or 0.20 bet never go over that because I like to play a lot. So I lost almost 450 euro and did not brake or violated any terms. And when you start asking questions they shut the door and don’t give any good reasons.

Dear riniebravenboer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please post here a screenshot of your bonus/cashier history? How much was the first deposit you made? Do I understand correctly that it was €150?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi,

I only have mails regarding the bonus. I can not see this back on the mobilesite.

I send you all the information I got via mail.

Thank you for your reply, riniebravenboer. Could you please post here a screenshot of your bonus history? You should be able to find it in your casino account.

Hello Riniebravenboer,

As we have double checked with our relevant department that you had generated the winnings from deposit free spins and not from Friday free spins, that's why the maximum withdrawal amount is 150 Euro as per our bonus terms.

  2.2.10. Other free spins with deposit requirements that are not in the Welcome bonus have a maximum possible payout of 150 EUR (or the equivalent in any other currency), with exception for free spins from a campaign or offer, where the rules for the specific campaign applies.

Best Regards,

Locowin Casino.

Dear riniebravenboer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.