Locowin Casino - 플레이어가 상금을 회수하기 위해 고군분투하고 있습니다.

I played with a €100 cash drop and won €450. Winnings from a cash drop may be a maximum of 5 times as high for payout. Although the KYC check is available in my case, a photo of a credit card should now also be submitted later, which is no longer in my possession because I changed banks two months ago. The credit card was returned to the bank cut up. How should I present a card that I no longer have to the casino?

Dear biacos,

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. Do I understand correctly that verifying your card seems to be the only obstacle standing between you and your winnings, and all the other documents have been verified successfully?

Have you informed the casino about this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, that's exactly right. I informed the casino about this, but have not yet received an answer.

Hallo, das Stimmt genau. Das Casino habe ich hierüber informiert, dazu aber bislang keine Antwort erhalten.

Hallo, auch dieses mal wurde das angeforderte Dokument komplett abgelehnt. Jetzt wollen sie wieder Bilder der Kreditkarte die es nicht mehr gibt, was ich ja bereits mitgeteilt habe. Irgendwie drehen wir uns im Kreis 👀

——————————————————-

Hello Biagio,

Thank you for playing in our casino.

Please note that we have received your documents, however, the document sent as proof of ownership of the credit card is not valid since we can't see the name on the card or the expiration date.

We kindly ask you to send us a complete document.

- Pictures of credit cards used for depositing in the casino (490638******6687)

◦ Name, expiration date, first six(6) and last four(4) digits must be visible

◦ Security number on the back should be covered

◦ Back side of the card must be signed

Please note that we do not accept black-and-white documents.

Please use the link in the next email to upload your documents; make sure that the necessary information is clearly visible in order to avoid any delays during the verification

This is all we need to verify your account successfully, if you have any further concerns, questions or comments, don't hesitate to contact our Customer Service Team.

Sincerely,

KYC Department.

Both the address and the card number can be seen on this letter from the bank. The card itself no longer exists and the card contract has been terminated. How am I supposed to provide proof and why? After all, the KYC check has long been successfully completed.

Sowohl die Anschrift als auch die Kartennummer sind auf diesem Schreiben der Bank zu erkennen. Die Karte selbst existiert nicht mehr, und der Kartenvertrag wurde gekündigt. Wie soll ich da noch einen Nachweis erbringen, und warum? Immerhin wurde die KYC Prüfung schon lange erfolgreich abgeschlossen.

Dear biacos,

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.