Locowin Casino - Die Gelder des Spielers wurden beschlagnahmt.

I received 50 free spins with a stake of €1.40 and a maximum cashout of €2,000. I ultimately wanted to withdraw €405.50. I was then told that the maximum withdrawal was €50. A screenshot of the offer was requested as proof of the maximum withdrawal! Unfortunately, I no longer have the email. So the withdrawal was canceled and the funds confiscated.

Ich habe 50 Freispiele mit dem Einsatz 1,40€ und Max. Cashout 2000€ gratis erhalten. Ich wollte letztendlich 405,50€ Auszahlen. Mir wurde dann vermittelt das die maximale Auszahlung 50€ wäre. Als Beweis der Maximalen Auszahlung wurde ein Screenshot des Angebots verlangt! Leider habe ich die E-Mail nicht mehr. Somit wurde die Auszahlung storniert und das Guthaben beschlagnahmt.

Dear dominicburkhardt1981, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience at Locowin Casino. Do I understand it correctly, that you have accumulated your winnings from no-deposit Free Spins? Please specify if you have received 50 EUR from your bonus winnings, or if the whole amount was confiscated.

I have checked the bonus policy, and this is what I found: 

2.6.        Free Spins

2.6.1. 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 the exception of free spins from a campaign or offer, where the rules for the specific campaign apply.

2.7.        Free Spins Without Deposit

2.7.1. For Free Spins offered without a deposit requirement, the maximum amount of winnings that can be withdrawn is 50 EUR (or the equivalent in any other currency).

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Natalia

I received €50 but the maximum payout on the bonus was €2000.

Ich habe 50€ erhalten die maximale Auszahlung auf dem Bonus war jedoch 2000€.

Dear dominicburkhardt1981, please specify what exact bonus you claimed? Can you please share the link for this bonus?

I don't have any information about that. But the casino should know what bonuses they're offering.

Ich habe darüber keine Info. Aber das Casino muss eigentlich wissen welche Boni sie Ausgibt

Dear dominicburkhardt1981, I understand your situation, but unfortunately, we cannot move forward with your complaint if you don't have any promotional emails from the casino and cannot specify what exact bonus you claimed and what specific terms regarding the max cashout were mentioned there. If you don't have the requested proof, we can expect that the casino acted following their general bonus terms that I have quoted in my first message.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.