Locowin Casino - Die Rücknahme des Spielers hat sich verzögert.

I am a VIP player on Locowin. Last Saturday, March 14th, at 5:00 AM, I won €19,280 in real money (no bonus funds) playing Sugar Rush. Immediately after winning, and following Responsible Gaming guidelines, I requested a full withdrawal and automatically froze my account to secure my funds.

Chronological facts and attached evidence:

Saturday 14th (5:00 AM): Winnings, withdrawal request, and immediate self-exclusion. Despite the account being frozen, the casino contacted me to initiate KYC, demonstrating that they could handle my case.

Monday 16 (00:48 AM): My account is officially verified (KYC), as shown in the screenshot Screenshot_20260316-004804.png.

Tuesday, March 17 (1:10 PM): The casino confirms in writing (Screenshot_20260317-131055.jpg) that processing takes a maximum of 48 hours. That deadline expired yesterday, Wednesday, March 18, at 1:10 PM.

Wednesday 18 (1:13 PM): Just as their own deadline expires, they send an email (Screenshot_20260318-131340.jpg) talking about "10 additional days", invalidating their previous promise without justification.

Malpractice: It is unacceptable that, with the account frozen since Saturday by my own will to no longer play, the casino continues to send me advertising for "171 free spins" (Screenshot_20260318), trying to incite me to play instead of fulfilling its legal obligation to settle the balance of a closed/frozen account.

Conclusion: My money has been blocked for 6 days following a voluntary self-exclusion and successful KYC verification. I gave Compliance a 12-hour grace period after emailing them today at 10:27 AM. I request CasinoGuru's urgent intervention to ensure Locowin processes the manual payment of my €19,280, as their current actions constitute unlawful withholding.

Soy un jugador de nivel VIP en Locowin. El pasado sábado 14 de marzo a las 5:00 AM obtuve un premio de 19.280€ con saldo real (sin bonos) en el juego Sugar Rush. Inmediatamente después de ganar, y siguiendo las directrices de Juego Responsable, procedí a solicitar el retiro total y a auto congelar mi cuenta en ese mismo instante para asegurar mis fondos.

Hechos cronológicos y Pruebas adjuntas:

Sábado 14 (05:00 AM): Ganancia, solicitud de retiro y autoexclusión voluntaria inmediata. A pesar de estar la cuenta congelada, el casino me contactó para iniciar el KYC, demostrando que podían gestionar mi caso.

Lunes 16 (00:48 AM): Mi cuenta es oficialmente verificada (KYC), como se muestra en la captura Screenshot_20260316-004804.png.

Martes 17 (13:10 PM): El casino confirma por escrito (Screenshot_20260317-131055.jpg) que el procesamiento tarda un máximo de 48 horas. Ese plazo venció ayer, miércoles 18, a las 13:10.

Miércoles 18 (13:13 PM): Justo al vencer su propio plazo, envían un correo (Screenshot_20260318-131340.jpg) hablando de "10 días adicionales", invalidando su promesa anterior sin justificación.

Mala praxis: Es inaceptable que, con la cuenta congelada desde el sábado por mi propia voluntad de no jugar más, el casino me siga enviando publicidad de "171 tiradas gratis" (Screenshot_20260318), intentando incitarme al juego en lugar de cumplir con su obligación legal de liquidar el saldo de una cuenta cerrada/congelada.

Conclusión: Llevo 6 días con el dinero bloqueado tras una autoexclusión voluntaria y un KYC aprobado. He dado un margen de 12 horas tras mi correo a Compliance hoy a las 10:27 AM. Solicito la intervención urgente de CasinoGuru para que Locowin procese el pago manual de mis 19.280€, ya que su actitud actual es de retención indebida.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Lokotron360,

Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Nevertheless, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of the many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.

Could you please forward a screenshot of your withdrawal request to veronika.f@casino.guru?

Thank you in advance for your cooperation and reply.

Best regards,

Veronika

Hi Veronica, thank you for your reply. I have sent you an email to ( veronika.f@casino.guru ) all documentary and technical evidence that supports this claim:

Screenshots showing the winnings of €19,280 with real money (without bonuses), the KYC process approved on Monday the 16th, and the casino's written promise to pay within a maximum of 48 hours (a deadline that expired yesterday).

Evidence of malpractice: Screenshots of the promotional emails ("171 free spins") that the casino keeps sending me even though my account has been self-frozen by my own volition from minute one to protect my funds.

Video evidence (Crucial): I have attached a video demonstrating a serious technical failure in the casino's player protection tools.

I understand the 14-day policy for ordinary delays, but in this case we are dealing with an improper withholding of funds following a voluntary self-exclusion and a breach of security regulations that the casino is ignoring.

I believe that, with the KYC approved and the casino's history of contradictory communications (promises of 48 hours followed by unjustified delays of 10 days), CasinoGuru's intervention is urgent to prevent them from continuing to entice me to gamble with advertising while withholding my prize.

I await your confirmation of receipt of these files in order to proceed with the formal claim.

Hola Verónica, gracias por tu respuesta. Te he enviado al correo electrónico (veronika.f@casino.guru) todas las pruebas documentales y técnicas que sustentan esta reclamación:

Capturas de pantalla que demuestran la ganancia de 19.280 € con saldo real (sin bonos), el proceso de KYC aprobado el lunes 16 y la promesa por escrito del casino de pagar en un máximo de 48 horas (plazo que venció ayer).

Evidencia de mala praxis: Capturas de los correos promocionales ("171 tiradas gratis") que el casino me sigue enviando a pesar de que mi cuenta está auto-congelada por voluntad propia desde el minuto uno para proteger mis fondos.

Prueba de vídeo (Crucial): Te he adjuntado un vídeo donde se demuestra un fallo técnico grave en las herramientas de protección al jugador del casino.

Entiendo la política de los 14 días para retrasos ordinarios, pero en este caso estamos ante una retención indebida de fondos tras una autoexclusión voluntaria y una vulneración de las normativas de seguridad que el casino está ignorando.

Considero que, con el KYC aprobado y el historial de comunicaciones contradictorias del casino (promesas de 48h seguidas de retrasos injustificados de 10 días), la intervención de CasinoGuru es urgente para evitar que sigan incitándome al juego con publicidad mientras retienen mi premio.

Quedo a la espera de que confirmes la recepción de estos archivos para proceder con la reclamación formal.

Update Friday, March 27: The casino admitted in writing three days ago that they owe me a total of €19,200. They processed part of it on Tuesday, but are holding €10,000 without any technical explanation or responding to my emails. Since my account and card are already verified, I demand the immediate release of the funds.

Actualización viernes 27 de marzo: El casino admitió por escrito hace 3 días que me debe el total de 19.200 €. Procesaron una parte el martes, pero mantienen 10.000 € retenidos sin ninguna explicación técnica ni responder a mis correos. Dado que mi cuenta y tarjeta ya están verificadas, exijo la liberación inmediata de los fondos.

I want to confirm that the payment process has been completed successfully and I now have the €19,200 in my account.

Although the process has taken longer than expected due to technical and administrative complications, I am grateful to the casino for finally streamlining the procedures and fulfilling the full payment professionally in this last stage.

As far as I'm concerned, the case is satisfactorily resolved.

Quiero confirmar que el proceso de pago se ha completado con éxito y ya dispongo de los 19.200 € en mi cuenta.

Aunque el proceso se ha dilatado más de lo esperado debido a complicaciones técnicas y administrativas, agradezco al casino que finalmente haya agilizado los trámites y cumplido con el pago íntegro de forma profesional en este último tramo.

Por mi parte, el caso queda satisfactoriamente resuelto.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Lokotron360,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika