Bonus game winnings not added to my balance

It has now been 1 month since I provided the necessary documents to them in order for them to pay out the remaining balance that was on my account after it was closed down, due to them not offering service in my region.

I have sent them numerous emails asking if anything is wrong and trying to get an answer as to why the payment of my 50 euro is delayed, but I have yet to get an answer if anything is wrong. All I have gotten is pretty much AI-generated answers and an offer to sign me up for their promotions and offers, which makes no sense as my account is closed.

I have waited 10 days for my withdrawals. Customer support says additional checks are being carried out, and it will take a few more days. That was several days ago.

No bonuses used. Account fully verified. No additional documents requested.

Total amount in account is €24271.

Assuming this will be sorted in the end, but would appreciate the process to be finalized soon.

Hello,

I would like to submit a complaint regarding my withdrawal from LocoWin.

I requested my withdrawal of €2,000 on 11 July 2026. Today is 20 July 2026, and the withdrawal has been pending for 9 days.

My account is fully verified, and I have not been asked to provide any additional documents. I also did not claim or use any bonuses or promotions. My balance consists entirely of my own deposits and winnings from regular play.

On 15 July, after waiting several days, I contacted live chat because the withdrawal was still pending. I was informed that additional checks were being carried out and that the process might take "a few days." When I asked for an estimated completion date, support told me they could not provide one.

As the withdrawal was still pending, I contacted live chat again on 20 July. This time I was informed that the review could take "several weeks," again without any explanation or estimated completion date.

I understand that security checks may sometimes be necessary. However, I believe that keeping a fully verified player's withdrawal pending for more than nine days, without requesting any additional documents and without providing any realistic timeframe for completion, is unreasonable.

During this period, I continued playing and unfortunately lost approximately €700. Due to the uncertainty surrounding the withdrawal process and the lack of any estimated completion date, I no longer feel comfortable continuing to play or making further deposits until this matter is resolved.

I have attached screenshots showing:

my fully verified account,

the pending €2,000 withdrawal,

both conversations with live support,

my deposit history,

and my gameplay history.

I kindly ask AskGamblers to assist me in resolving this matter and obtaining my pending withdrawal.

Thank you for your assistance.

Day 1: I made a deposit and won some money, then requested a withdrawal.

Day 2: I received an email saying that I had to verify my identity, so I sent in all the documents they required.

Day 3: My account is fully verified.

Day 4: My withdrawal was approved according to an email sent at 03:11:33. I will attach files showing this.

Later that day, I checked my bank account and no amount of €200 had been received. I did receive another SEPA withdrawal from another casino that same day, which was approved around the same time as this one. Not the same amount as this one ofc.

Day 5: I checked my bank again and still no money. It has never taken this long before, and I have made hundreds of SEPA withdrawals over the past 10+ years.

So I logged into my Locowin account, and there it says that my €200.00 withdrawal is cancelled on my transaction page. I contacted live chat to ask what was going on with my withdrawal.

At first, they told me that my withdrawal was cancelled at 2025-12-22 03:11, which is the exact time my withdrawal was approved according to the email.

I then sent them a screenshot of that email, and after that the agent told me she was wrong and that the withdrawal was approved, not cancelled — probably because she saw that it was marked as cancelled in my transaction history.

Day 6: Live chat told me to wait and that I would receive the money. They also said that if I had not received it within 7 days, they would start an investigation. However, they did not start one and just kept telling me to wait more days.

Day 12 (Today): I still have not received any money in my bank account. While searching online, I found a case very similar to mine on AskGamblers that also involves Locowin and was resolved. I am pretty sure this is the exact issue I am experiencing right now, as the withdrawal cannot be fully approved when it is shown as cancelled in my transaction history.

I have made withdrawls from this site and it's sister sites before without any problem, so i really hope this issue can be solved with help from askgamblers as i can't do anything about it myself.

I will link the case I am referring to here, if it is allowed.

< external link removed >

I requested two withdrawals from Locowin – one for €3,000 and another for €2,250 – and several days have passed without them being processed.

I have already completed all KYC procedures successfully, and there’s no reason to delay my withdrawals. The only reply I received from support was a vague statement about “third-party checks,” with no specific details, no time frame, and no further requests for documents.

I asked for a clear deadline or update, and they failed to provide one. This situation is unacceptable, especially considering the amount involved: €5,250.

If I don’t receive a resolution shortly, I will escalate this matter to the Malta Gaming Authority (MGA), and I am already sharing my experience publicly to warn other players.

Withdrawal dates: 25-06-2025

Dear AskGamblers Team,

I am submitting a new complaint regarding delayed withdrawals at Locowin Casino, as I am once again facing unexplained delays in receiving my funds.

On 12/03/2025, I requested the following withdrawals:

• ID: 12803987 – €5,000 (Requested at 04:30)

• ID: 12804020 – €5,000 (Requested at 04:32)

• ID: 12804035 – €2,500 (Requested at 04:34)

Violation of Locowin Casino’s Terms

According to Locowin Casino’s terms and conditions, withdrawals should be processed within 48 hours after the request. My account is fully verified, and I have met all necessary requirements.

However, my withdrawals remain stuck in pending status beyond the expected timeframe. When I contact support, I only receive generic automated responses stating that my withdrawal is under “additional checks” with no explanation or estimated timeframe:

“Due to our own due diligence, we need to carry out additional checks on your withdrawal request. This may extend the validation process by a few days. Rest assured that once these checks are completed, you will receive an email notification from the relevant department.”

Request for Resolution

This lack of transparency and extended delays go against the casino’s stated policies. I kindly request AskGamblers’ assistance in escalating this matter to ensure that Locowin Casino honors its withdrawal terms and processes my payments as soon as possible.

Thank you for your time and support. I look forward to your response.

Best regards,

< first name removed >

Hello, Askgamblers, Locowin

I have made deposit 100 Euro to Locowin casino using offered 100% welcome bonus, have wagered it playing only allowed slot games (I carefully checked restricted list before playing every new slot), my bets was up to 3 Euro that not exceed allowed 4 Euro, I hit big win, 2500x with 1 euro bet and have completed bonus wagering requirements and made decision to withdraw funds, now my account is banned I can't login anymore, casino not paying me my winnings, they say about investigation but every support agent give me different information one say that investigation will go few days another say about several weeks, today already two weeks passed after my account was fully verified and withdrawal was requested.