Locowin Casino - Die Gewinne des Spielers wurden noch nicht ausbezahlt.

Text of the complaint:

I requested two withdrawals from Locowin (one for €3,000 and the other for €2,250.09), and they haven't been processed for several days. I successfully passed all the KYC checks a while ago, so I don't understand the reason for the delay.

The only response I received was a generic mention that they were conducting checks with "third parties," with no clear deadlines or requests for new documents. I asked for a specific date, but they didn't give me one.

I'm very disappointed. I'm prepared to escalate this situation to the MGA (Malta Gaming Authority), as there's no valid justification for withholding more than €5,000 from a verified player.

User: nachome9

Mail:

Texto de la queja:

Solicité dos retiros en Locowin (uno de 3.000 € y otro de 2.250.09€) y han pasado ya varios días sin que se procesen. He pasado satisfactoriamente todos los controles KYC hace tiempo, por lo que no entiendo el motivo del retraso.

La única respuesta que recibí fue una mención genérica de que están haciendo controles con "terceros", sin plazos claros ni solicitud de nuevos documentos. He pedido una fecha concreta, pero no me la han dado.

Estoy muy decepcionado. Estoy dispuesto a escalar esta situación ante la MGA (Malta Gaming Authority), ya que no hay justificación válida para retener más de 5.000 € de un jugador verificado.

Usuario: nachome9

Correo: nachomederos98@gmail.com

Dear nachome9,

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.

Dear nachome9,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear nachome9,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.