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I requested a refund of my earnings on February 20th and all the necessary documents were approved. However, the withdrawal still appears to be in progress. I have tried to contact them but they always give me the same automatic response. I don't understand the reason for the delay if they already have all the documents approved.

Solicité un reintegro de mis ganancias el día 20 de febrero y me aprobaron todos los documentos necesarios. Aún así me sigue apareciendo el retiro en progreso, he intentado ponerme en contacto con ellos pero siempre me dan las misma respuesta automática. No entiendo el motivo de la demora si ya tienen todos los documentos aprobados.

Dear Vablerat,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Vablerat,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

good morning,

I haven't received the refund, and they haven't given me any answers as to why they didn't approve the withdrawal. They just responded automatically with the same old words, saying they're very sorry and thank you for your patience.

buenos dias,

No he recibido el reintegro del dinero y no me dan ninguna respuesta al motivo de no aprobar el retiro, simplemente me responden automáticamente con el mismo discurso diciendo que lo sienten mucho y que gracias por la paciencia.

Dear Vablerat,

Unfortunately, we have come to a 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 10+ 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 casino's overall rating. 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 for Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our 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. We strictly recommend staying away from Locowin Casino. I wish I could be of more help.

I would recommend you undergo the casino's dispute process you can read about it here first:

https://www.locowin.com/terms-and-conditions (point 10.)

If you end up contacting the casino regulator, feel free to take advantage of our article on how to do so here: https://casino.guru/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.