Locowin Casino - 決済が遅延しているとのクレームがあります。

I requested a withdrawal (€30.46) and was asked for a Verified ID and a Verified Address. They accepted the ID (or so it seems), but not the Address. It turns out the Address (Proof of Address) is a piece of paper that states you reside in the UK. As I'm a Spanish resident and not a British resident, I don't know what I need to send.

All I want is for both parties to benefit: me with the money in the account and them with a "happy" customer.

Could you help me, thank you.

He pedido realizar la retirada del dinero(30,46€) y me han pedido un Verified ID y un Verified Address. El ID lo han aceptado(o eso parece) pero el Address no, resulta que el Address (Proof of Address) es un "papel" que dice que resides en UK. Al ser un residente español y no inglés, no se que tengo que mandar.

Lo único que quiero es que ambas partes salgamos beneficiadas, yo con el dinero en la cuenta y ellos con un cliente "contento".

Podrían ayudarme, gracias.

Dear sensei21,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.