Locowin Casino - Hráčův účet byl zablokován.

On April 6th I got an email from Locowin that they will no longer offer their services in Germany. On the same day I lost access to my account. I still have 10.38 euros there that I won with free spins. These winnings were real money, with no rollover. I wanted to have my money paid out now because I'm not allowed to play there anymore as a German. They replied me that I don't get the money because I never deposited there. To me, this is cheating. I would have paid there, but I had no idea that German players were suddenly no longer accepted. I ask for help.

Am 06. April bekam ich von Locowin eine Email, dass sie ihre Dienste in Deutschland nicht mehr anbieten werden. Am selben Tag hatte ich keinen Zugriff mehr auf mein Konto. Ich habe dort noch 10.38 Euro,die ich mit Freespins gewonnen habe. Diese Gewinne waren Echtgeld, ohne Rollover. Ich wollte jetzt mein Geld auszahlen lassen, da ich da nicht mehr spielen darf als Deutscher. Sie antworteten mir, dass ich das Geld nicht bekomme, da ich dort nie eingezahlt habe. Das ist für mich in meinen Augen Betrug. Ich hätte dort schon noch eingezahlt, jedoch konnte ich nicht wissen, dass man deutsche Spieler jetzt auf einmal nicht mehr akzeptiert. Ich bitte um Hilfe.

Dear AK1982888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which bonus you played with? If possible, please post here a link to the offer you activated.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, I didn't play with any bonus there. I got free cash spins one day without making a deposit. And was able to make 10.38 euros with it. This win was real money, with no wagering requirements. I then wanted to deposit there at some point to get a bonus. But then I got an email that my account was blocked immediately as a German customer and I no longer have access to it. They don't want to withdraw now on the grounds that I never deposited there. But I wanted to deposit there soon. In my opinion, what Locowin is doing is fraud. Normally a customer is informed that the account will be blocked within 2 weeks, then I would have had enough time to deposit there and pay out my winnings later. Locowin, on the other hand, sends me an email that the account has been blocked IMMEDIATELY and I can no longer pay out. I uploaded two screenshots in my last email, so you can see that Locowin doesn't want to pay me my money.

Hallo, ich habe mit keinem Bonus da gespielt. Ich bekam eines Tages Cashspins geschenkt, ohne Einzahlung. Und konnte damit 10.38 Euro machen. Dieser Gewinn war Echtgeld, ohne Umsatzbedingungen. Ich wollte dann irgendwann dort einzahlen, um einen Bonus zu bekommen. Aber dann bekam ich eine Email, dass mein Konto sofort gesperrt wurde als deutscher Kunde und ich keinen Zugriff mehr darauf habe. Sie wollen jetzt nicht auszahlen mit der Begründung, dass ich dort nie eingezahlt habe. Aber ich wollte dort demnächst einzahlen. Das ist in meinen Augen Betrug, was Locowin macht. Normalerweise informiert man einen Kunden, dass das Konto innerhalb von 2 Wochen gesperrt wird, dann hätte ich noch genügend Zeit gehabt dort einzuzahlen und später meinen Gewinn auch auszuzahlen. Locowin dagegen schreibt mir eine Email, dass das Konto SOFORT gesperrt wurde und ich nichts mehr auszahlen kann. Ich habe in meiner letzten Email zwei Screenshots hochgeladen, da kann man sehen, dass Locowin mir mein Geld nicht auszahlen möchte.

Dear AK1982888,

Unfortunately, we have come to the point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. I can only suggest you submit the complaint to the MGA (the casino's regulator).

You can fill-up the form here: 

https://www.mga.org.mt/support/online-gaming-support/

I wish I could be of more help.

The casino can reopen this complaint anytime.