Locowin Casino - プレイヤーは KYC プロセスで行き詰まっており、出金が不可能になっています。

KYC Issues.

Hello,

Initially, I was asked to verify my address with the Casino: Locowin.com. A rental contract was not accepted as a document. They recommended a "Bank Statement" as an alternative. However, my online bank was not approved. Yet, it's the same bank I use to make deposits. Additionally, the document should not be more than 3 months old. However, in Germany, we only get utility bills or heating cost bills once a year.

My ID has to be verified in order to make withdrawals. Unfortunately, my ID had expired. Hence, I've applied for a new one at my local city hall and will be submitting it soon.

In addition to this, I was asked to also verify my credit card - specifically, the signed back of it. The problem is, I have a transparent card that has no field for a signature.

How can this be resolved? How can I access my winnings?

Could a pension statement be considered a valid document?

Overall, accessing my winnings appears to be very difficult. I constantly have to check whether my documents have been received to expedite their processing.

The Chat is very friendly but offers little help.

Best Regards,

KYC Probleme.

Guten Tag,

zuerst sollte ich bei dem Casino: Locowin.com meine Adresse verifizieren. Ein Mietvertrag wurde nicht als Dokument akzeptiert. Es hieß sein „Bank Statement" sei möglich. Allerdings wurde meine Bank abgelehnt, weil es eine online Bank ist. Einzahlungen funktionieren aber über diese Bank. Das Dokument, darf auch nicht älter als 3 Monate sein. Eine Stromabrechnung oder Heizkostenabrechnung bekommt man in Deutschland aber nur ein Mal im Jahr.

Meine ID soll auch überprüft werden um die Auszahlungen vorzunehmen. Mein Ausweis war leider abgelaufen, werde nun einen neuen beantragen bei der Stadt und diesen dann einreichen.

zusätzlich soll ich aber nun auch meine Kreditkarte verifizieren. Auf der Rückseite mit Unterschrift. Allerdings habe ich eine transparente Karte ohne Unterschrift Feld.

Wie kann man das lösen ? Wie komme ich an meinen Gewinn ?

Wäre ein Rentenbescheid ein gültiges Dokument?

Alles in einem wird es mir sehr schwer gemacht, an meinen Gewinn zu kommen. Immer muss man nachfragen ob die Dokumente angekommen sind, damit Sie schnell bearbeitet werden.

Der Chat ist sehr freundlich, hilft aber wenig weiter

mit freundlichen Grüßen

Dear Kassini25,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do you have any alternative ID such as a passport or driver's license? If yes, I would suggest that you provide that instead of your expired ID. Have you at least tried to verify your card together with an explanation of the missing signature to the casino?

Could you please 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 for your reply.

Best regards,

Kristina

Good afternoon and thank you for the answer.

Unfortunately, I don't have a driver's license or a valid passport at the moment. However, a new one has been applied for and will then be submitted immediately. The most I can submit is a temporary ID, but I'm afraid it won't be accepted.

The credit card has now been signed by me without the field and has been submitted. In this case, I am waiting for a response from the casino's KYC department.

The pension decision was rejected because the date was too long ago. I have now requested a new one. I only get my electricity bill online in a portal that is not accessible. I will ask there today whether the energy supplier will send me a document.

Unfortunately, it is difficult for some people to pass the KYC. Due to the limitation of accepted documents. Not everyone receives a monthly electricity or gas bill.

Best regards

Guten Tag und vielen Dank für die Antwort.

Ich besitze leider keinen Führerschein und immoment auch keinen gültigen Reisepass. Ein neuer ist aber beantragt und wird dann sofort eingereicht. Ich kann höchstens einen Vorläufigen Ausweis einreichen, aber ich befürchte, dass dieser nicht akzeptiert wird.

Die Kreditkarte wurde jetzt auch ohne das Feld von mir unterschrieben und wurde eingereicht. Ich warte in diesem Falle auf einen Antwort seitens der KYC Abteilung des Casinos.

Der Rentenbescheid wurde wegen zu lang zurückliegendem Datum abgelehnt. Ich habe nun einen neuen angefordert. Meine Stromrechnung bekomme ich nur Online in einem Portal welches nicht erreichbar ist. Ich werden dort heute erfragen ob der Energieversorger mit ein Dokument zuschickt.

Leider ist es für manche Personen schwer den KYC zu bestehen. Aufgrund der Eingrenzung der akzeptierten Dokumente. Nicht jeder bekommt monatlich eine Strom oder Gasrechnung.

mit freundlichen Grüßen

Dear Kassini25,

Unfortunately, we have come to the point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, 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, we have no other choice since 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 resolving any kind of issue have died as the complaints grew in numbers. I can only suggest you submit the complaint to the MGA (the casino's regulator).

You can fill-up the form here: 

https://www.mga.org.mt/support/online-gaming-support/

I wish I could be of more help.

The casino can reopen this complaint anytime.