Locowin Casino - Hráč se snaží dokončit ověření účtu.

Dear Daniel,

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.

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you have requested a withdrawal and apply for the account verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hey! I have been working on their verification for 1.5 months now, they neither answer me & if I arrive at the chat I will just be logged out, I have received all documents that have also been approved, when I talked to them via email quite recently so they say that the only thing missing is identity proof, my ID, they got it and I was approved for it and now they start again from the beginning, now they will have all the documents again even though everything was ready & approved, I have been doing this now for almost 2 months back and forth and I am starting to get really tired now, THEY HAVE GOT EVERYTHING and also approved everything but they do not verify me for it but there are only made-up new things, I should be verified many many weeks ago but they just ignore it.

Sincerely

Daniel P ********

Hej! Jag har hållt på med deras verifikation i 1,5 månad nu, dom varken svarar mig & kommer jag fram till chatten så blir jag bara utloggad, jag har fått in alla dokument som även blivit godkända, när jag pratade med dom via mail ganska nyligen så säger dom att det enda som fattas är identity proof, min legitimation alltså, dom fick in det och jag blev godkänd på den med och nu börjar dom om från början igen, nu ska dom ha in alla dokument igen trots att allt var klart & godkänt, jag har hållt på med detta nu i snart 2 månader fram och tillbaka och jag börjar på riktigt tröttna nu, DOM HAR FÅTT ALLT och även godkänt allt men dom verifierar mig inte för det utan det kommer bara påhittade nya saker, jag borde blivit verifierad för många många veckor sen men det struntar dom bara i.

Med vänlig hälsning

Daniel P********

Thank you very much, Daniel, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello, Daniel,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Locowin Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Locowin Casino Team, could you please state the reason why the player's account has not been fully verified yet and when can he expect his withdrawals to be processed?

Thank you in advance for providing the information.

Hello again! I still do not get an answer from locowin, I got hold of the chat almost 1 week ago where I explained the problem and was promised that the support would hear from me the day after as they actually did but what they did was that they started the procedure with the verification from the beginning with all documents that they have already received and that have also been approved, so I started over and send in documents in their own order, the first documents were approved & sent a bank statement to them but which they did not respond to or approved, I have emailed them at least 5 times but get no answer, I finally get hold of the chat so I do not have time to more than explain the problem so I just become LOST COMMUNICATION so everything disappears, I have understood that this is done on purpose and they do not want to verify me so I can continue my withdrawal, all documents they receive are in order, the documents have already been approved by them once so that they do in this way only shows that they ignore me on purpose, f Is there anything you can do to help me? I have also taken back my withdrawal & played more, they made the new withdrawal is 1300: - euro.

Sincerely

Daniel

Hej igen! Jag får fortfarande inget svar utav locowin, jag fick tag i chatten för snart 1 vecka sen där jag förklarade problemet och blev lovad att supporten skulle höra av sog till mig dagen efter som dom faktiskt gjorde men det dom gjorde var att dom startade om proceduren med verifieringen från början med alla dokument som dom redan fått och som även blivit godkändaså jag började om och skicka in dokument i deras egna ordning, första dokumenten blev godkända & skickade in bank statement till dom men som dom ej svarat på eller godkänt, jag har mailat dom minst 5 gånger men får inget svar, får jag till slut tag i chatten så hinner jag inte mer än förklara problemet så blir jag bara LOST COMMUNICATION så allt försvinner, jag har förstått att detta görs med flit och dom vill inte verifiera mig så jag kan fortsätta mitt uttag, alla dokument dom får är i sin ordning, dokumenten har ju redan blivit godkända av dom 1 gång så att dom gör på detta sätt visar ju bara på att dom ignorerar mig med flit, finns det nåt ni kan göra för att hjälpa mig? Jag har även återtagit mitt uttag & spelat mer dom gjort att det nya uttaget ligger på 1300:- euro.

Med vänlig hälsning

Daniel

Hello, Daniel,

Thank you for your update and information. When did you request the current withdrawal, please? We advise players to wait 14 days before submitting a complaint. If it is a new withdrawal request, I recommend you wait a few more days and then we can invite the casino in this thread again.

Hi Branislav! I made the withdrawal about 2 months ago & had worked to be verified throughout the period, they had already received all documents that were also approved except ID identification which I did again & also got it approved but they stopped answering & when I well got them they did so I lost the contract with the chat every time but got the chat at one point to pass on the support which then started the whole procedure from the beginning with all the documents.

But I can announce that just a few days ago they verified me & carried out my withdrawal so it became clear👍

Thank you for your help & your attempts with Locowin.

Sincerely

Daniel P ********

Hej Branislav! Jag gjorde uttaget för cirka 2 månader sen & hade jobbat med att bli verifierad under hela perioden, dom hade redan fått in alla dokument som även blev godkända förutom id-identifikation som jag gjorde om & även fick den godkänd men dom slutade svara & när jag väl fick tag på dom gjorde dom så jag förlorade konrakten med chatten varje gång men fick chatten vid ett tillfälle att vidarebefodra supporten som då satte igång hela proceduren från början med alla dokument.

Men jag kan meddela att dom nu för bara någon dag sedan verifierade mig & genomförde mitt uttag så det blev klart👍

Vilk tacka för er hjälp & era försök med Locowin.

Med vänlig hälsning

Daniel P********

Hello, Daniel,

What great news! Thank you very much for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru