Locowin Casino - Η ανάληψη των κερδών του παίκτη καθυστέρησε.

I used it during a World Cup match with no conditions other than minimum odds of 1.90. I won €35 from it, which I used to play on slot machines. Nothing specifies that it was a bonus amount, but I played it according to the bonus rules. I generated over €10,000, which I initially withdrew and then canceled. I continued playing and won over €40,000, which I also withdrew. I received a €5 free bet that I used on a World Cup match with no conditions other than minimum odds of 1.9. I made my first withdrawals on July 15th, and then again on July 16th, 17th, 18th, 19th, and 20th. None of them have been processed yet. I was asked to wait a few more days for due diligence checks, and then on July 22nd, I was asked to wait up to 10 more days. My account with them is validated, and all the documents I previously requested have been submitted. Email support hasn't responded to my first email on July 18th.

In their Terms and Conditions, article 2.10.11, it is clearly stated that there is no maximum withdrawal limit on winnings from sports free bets. Email support is not responding, and some live chat advisors have informed me that the maximum withdrawal is €100 for depositors, even though this rule is not stated in the Terms and Conditions. Thank you for your help.

I used it during a World Cup match with no other conditions than a minimum odds of 1.90. J'ai gagné 35 € grâce à ça, que j'avais l'habitude de jouer sur les machines à sous. Rien ne précise que c'est un montant de bonus, mais je l'ai joué en suivant les règles du bonus. J'ai généré plus de 10 000 €, que j'ai d'abord retiré puis annulé. J'ai continué à jouer et j'ai gagné plus de 40 000 €, que j'ai aussi retiré. J'ai reçu un pari gratuit de 5 € que j'ai utilisé lors d'un match de Coupe du Monde sans autres conditions qu'une cote minimale de 1,9. I made my first withdrawals on July 15th, and then again on July 16th, 17th, 18th, 19th, and 20th. None of them have been processed yet. I was asked to wait a few more days for due diligence checks, and then on July 22nd, I was asked to wait up to 10 more days. My account with them is validated, and all the documents I previously requested have been submitted. Email support hasn't responded to my first email on July 18th.

In their Terms and Conditions, article 2.10.11, it is clearly stated that there is no maximum withdrawal limit on winnings from sports free bets. Email support is not responding, and some live chat advisors have informed me that the maximum withdrawal is €100 for depositors, even though this rule is not stated in the Terms and Conditions. Thank you for your help.

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 Marnas,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center