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Dear Ladies and Gentlemen,

I signed up at online casino Locowin last week and deposited €120 plus 100% bonus. So I had a total account balance of 240€. I won around €2370 with my real money. However, this money was credited to me as a bonus credit and had to be implemented first so that it became real money. I did the same and had my winnings paid out. Two days later, however, my payout was not accepted because I allegedly broke rules. It was about games that you are not allowed to play with bonus credit. At the time I didn't get any hint that you can't play this game with a bonus, although I was still playing with my real money anyway and the win was credited as a bonus. If you can help me, I would be very grateful for a feedback.

Kind regards

Yannick B****

Sehr geehrte Damen und Herren,

Ich habe mich vergangene Woche beim OnlineCasino Locowin angemeldet und 120€ plus 100% Bonus eingezahlt. Somit hatte ich dann insgesamt einen Kontostand von 240€. Ich habe mit meinem echten Geld ca 2370€ gewonnen. Dieses Geld wurde mir allerdings als Bonus Guthaben gutgeschrieben und musste ersteinmal umgesetzt werden damit es zu echten Geld wird. Dies habe ich dann auch gemacht und habe mir den Gewinn auszahlen lassen. Zwei Tage später wurde meine Auszahlung allerdings nicht akzeptiert, da ich angeblich gegen Regeln verstoßen hätte. Dabei ging es um Spiele die man mit Bonus Guthaben nicht spielen darf. Ich habe zu der Zeit keinen Hinweis erhalten das man dieses Spiel nicht mit Bonus spielen darf, wobei ich sowieso noch mit meinem echten Geld gespielt habe und der Gewinn als Bonus Gutgeschrieben wurde. Wenn Sie mir weiterhelfen können, wäre ich über eine Rückmeldung sehr dankbar.

Mit freundlichen Grüßen

Yannick B****

Dear Yannick ,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus Terms and Conditions and this is what I found:

"2.6. Different games and game types contribute towards fulfilling wagering requirements to different extents. For instance, if a game type delivers 100% towards wagering, it means that if you bet €1, €1 will count towards completion of the wagering.

Below are the games’ bonus wagering contribution rates:

  • Slot games: 100% (aside from list below which we reserve the right to update and forfeit any winnings if bonus funds are wagered on these games.)*

  • All other games: 0%

 *With an active bonus the following games are strictly forbidden to play, Table Games, Video Poker, Jackpot Games(Games from the Jackpots Section included), Live Casino and the following slot games: 1429 Uncharted Seas, Big Bad Wolf, Blood Suckers, Bonanza, Castle Builder, Castle Builder 2, Da Vinci's Treasure, Dead or Alive, Dead or Alive 2, Eggomatic, Hellboy, Hot Spin, Immortal Romance, Jackhammer 2, Jammin Jars, Jingle Spin, Jungle Spirit, Koi Princess, Lost Relics, Lucky Angler, Madame Destiny, Moon Princess, Peking Luck, Reactoonz, Rich Wilde and the Tome of Madness, Rise of Olympus, Robin Hood - Shifting Riches, Scrooge, Secret of the Stones, Secrets of Atlantis, Sinbad, Sushi Bar, Sweet Bonanza, Sweet Bonanza Xmas, The Dog House, Turn Your Fortune, Twin Spin, Victorious, Vikings, Who Wants To Be A Millionaire, Wild Swarm, SugarPop, Danger High Voltage, Ozzy Osbourne, Razor Shark, Wild Frames, Aztec Bonanza, Lil Devil, The Dog House Megaways, Who wants to be a millionaire mystery box, Dark Joker Rizes, Reactoonz 2, Le Kaffee Bar, Beautiful Bones, Cherrypop, Deadwood, Jokerizer, San Quentin Xways, Caribbean Anne, Golden Beauty, Bronco spirit, Dragon Kingdom Eyes of Fire, 5 Families, Book of 99, Jammin Jars 2, Tombstone RIP. In case that this is breached the bonus and any potential winnings derived from the bonus will be forfeited."

However, we believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.

Could you please forward your game history along with any relevant communication to nikolas.b@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Nick

Thank you for your feedback. I wasn't aware of anything that I wasn't allowed to do as I was playing with my real money and not the bonus balance. All my real money winnings were credited to the bonus balance. There should be notices when you are not allowed to play games with a bonus. I wonder if this kind of thing is legal in Germany, since other online casinos clearly point out that some games are only allowed to be played with real money. For me it's pretty close to a scam and I can't imagine that it's allowed here in Germany. But I would like to be taught a better one.

Kind regards

Yannick

Vielen Dank für Ihre Rückmeldungen. Ich war mir keinerlei bewusst etwas nicht erlaubtes zu machen da ich mit meinem Echtgeld gespielt habe und nicht mit dem Bonus Guthaben. Mir wurden all meine Gewinne vom echten Geld aufs Bonus Guthaben gutgeschrieben. Es sollte Hinweise geben wenn man Spiele nicht mit einem Bonus spielen darf. Ich frage mich ob so eine Art in Deutschland rechtens ist, da andere Online Casinos deutlich darauf hinweisen das manche Spiele nur mit Echtem Geld erlaubt sind zu spielen. Für mich liegt es ziemlich nahe an einem Betrug und kann mir nicht vorstellen das es hier in Deutschland so erlaubt ist. Ich werde aber gerne eines besseren gelehrt.

Mit freundlichen Grüßen

Yannick

Good morning,

I have written to the casino regarding my gaming history and asked them to email it to me. Unfortunately I haven't received any feedback yet.

Kind regards

Yannick

Guten Morgen,

Ich habe das Casino bezüglich meines Spieleverlauf geschrieben und gebeten ihn mir per Mail zu senden. Leider habe ich noch keine Rückmeldung erhalten.

Mit freundlichen Grüßen

Yannick

Dear Yannick,

Some game providers have restricted a few country from which you can't play their games. However, it is entirely up to the casino which games are restricted when playing with a bonus. But as mentioned above, we believe that it should be implemented to automatically block such games. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Yannick,

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,

It is not very difficult to implement game restrictions while playing with active bonus funds in the casino software. There are even several ways available to prevent unintentional violations of such restrictions and to keep the casino environment safe for players.

As this situation could have been easily avoided, could you please reconsider your decision in this case or provide us with an explanation and your point of view?

Thank you in advance for your cooperation.

We would like to ask Locowin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

If no decision is reached, I will probably try legal means. In my opinion, such an act is not permitted in Germany.

Sollte es zu keiner Entscheidung kommen, werde ich es dann wohl mit rechtlichen Mitteln versuchen. Meiner Meinung nach ist so eine Handlung in Deutschland nicht zulässig.

Dear Yannick,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (branislav.b@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru