The player from Germany files a complaint about receiving insufficient cashback from his deposits totaling nearly €2700 at ExciteWin. He receives only €73 in cashback, which he believes is too low given his VIP status and high playing volume. He seeks clarification on the calculation and expresses dissatisfaction with the treatment of long-term customers.
ExciteWin Casino - Player reports insufficient cashback calculation.
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1d 3h 13m 25s
ExciteWin Casino
Safety Index 9.3 Very highCase summary
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1 month ago
Translation
Complaint regarding insufficient cashback
I would like to file a complaint regarding the cashback calculation at my regular casino.
Last week I deposited almost €2700 in total and lost the entire amount. At the beginning of the week, I deposited just under €500, then €1400 on Friday, and €800 yesterday, Sunday.
In total, I have deposited and gambled away 2700 EUR.
Today, Monday – the regular cashback payment day – I discovered that my account only received €73 in cashback. This corresponds to only about 2.7% of my losses.
In my understanding, this amount is far too low. I have been an active player on ExciteWin for years and have now reached VIP level 3, or possibly even level 4. Due to my VIP status and my extremely high playing volume, I assume I should be entitled to a significantly higher cashback amount.
I have already contacted casino support, but so far I have not received an explanation of how the cashback amount was calculated.
Therefore, I ask Casino Guru to investigate the case.
Furthermore, I would like to point out that I am generally dissatisfied with the way long-term and loyal customers are treated. I have been a member of ExciteWin for years and have deposited and lost tens of thousands of euros over time. Despite my loyalty and high playing volume, minor issues like this one keep arising, leaving me with the feeling that there is neither sufficient transparency nor a truly appropriate appreciation shown to long-term VIP players. I simply expect a fairer, more transparent, and more customer-oriented approach.
I therefore ask Casino Guru to carefully examine the facts.
Thank you for your support. I hope for a fair, transparent, and timely resolution to this matter.
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1 month ago
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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.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Which games did you play during the last week when you lost your €2,700 in deposits?
- What is your current VIP level?
- Did you activate any bonuses with your deposits, or did you also activate any free no-deposit bonuses?
- Please ask the casino to provide you with your gaming history in Excel format, covering the period from last Monday through midnight on Sunday, when the cashback calculation period ends. Once you receive it, please forward the file to me at veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
TranslationDear Veronika,
Thank you for your help! I really appreciate it.
I will gladly answer your questions:
- I only played casino slots. No sports betting and no live casino games.
- I currently have VIP status 3 or 4.
- With my last deposit (€800) on Sunday, I took advantage of an exclusive deposit bonus from my VIP manager. No bonuses were claimed on the remaining deposits!
- Understood.
Attached are screenshots of my deposits from last week.
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1 month ago
TranslationDear Veronika,
I immediately requested my game history in Excel format after receiving your message. Unfortunately, ExciteWin Casino has not yet provided it to me. I have already requested it several times via email and live chat.
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3 weeks ago
Please forward me the messages with your game history requests to veronika.f@casino.guru. Kindly include the messages you received from the casino as well. Thank you for your cooperation.
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2 weeks ago
Have you received your gaming history as you requested?
Have you received any updates from the casino customer support regarding your cashback?
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2 weeks ago
TranslationNo, unfortunately I still haven't received my game history. It's been taking a really long time now.
I haven't received any news regarding my cashback yet.
Could you please contact the casino now?
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1 week ago
Dear WilliamsSimzz
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
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6 days ago
Hello WilliamsSimzz,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.
We would like to invite ExciteWin Casino to join the conversation.
Dear ExciteWin Casino,
Could you please provide us with a clarification regarding how the player's cashback was calculated? According to the player, the amount they received was significantly lower than what they believe they were entitled to.
If there are any additional factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru for an independent review.
Thank you in advance.
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5 days ago
TranslationUrgent update – new and independent payment case exceeding €1,000
Hello Casino Guru Team,
I would like to use this existing complaint thread to report a new matter that is completely independent of my previous complaint .
My original complaint in this thread concerns the insufficient cashback amount and is unrelated to the following case. Since I was informed when attempting to open a new complaint that I already have an open complaint about ExciteWin and that new cases should be added to the existing thread, I would like to document the current situation here.
-> Problem with a deposit of €1,000
On Monday around 1:00 AM , I tried to deposit €1,000 into my ExciteWin player account .
The payment was made via the payment service provider Sofortuber using my Revolut account .
The full amount of €1,000 was demonstrably debited from my Revolut account . According to Revolut, the payment was successfully transmitted to and received by ISX Financial as the recipient bank.
However, to this day the deposit has not been credited to my ExciteWin player account.
What is particularly problematic is that Sofortuber displays the following status when the payment link is accessed:
Payment canceled – Your payment has been cancelled. No funds were deducted from your account.
This statement demonstrably does not correspond to the actual events. €1,000 was indeed debited from my Revolut account. Revolut shows the payment as successful and confirms the transfer to the recipient bank.
This means that €1,000 of my money has been withdrawn since Monday without the amount being credited to my player account or refunded to me.
I have contacted both ExciteWin (support and VIP manager) and ISX Financial several times and explained the situation, including the relevant proof of payment. Unfortunately, I have not yet received any concrete feedback or a solution .
I find it extremely problematic that currently none of the parties involved are apparently seriously concerned with clarifying the matter, while €1,000 of my money has been in the payment process since Monday.
I therefore expressly request Casino Guru's support and urge them to immediately investigate this payment transaction with ExciteWin . ExciteWin, together with Sofortuber and ISX Financial, should determine the whereabouts of the €1,000 and why the payment was not credited to my player account despite successful debiting.
I expect either the immediate crediting of the €1,000 to my ExciteWin player account "Williamssimba" or, if the deposit cannot actually be processed, a full refund of the amount to my Revolut account.
I will of course provide all evidence, in particular the Revolut transaction details including transfer confirmation and screenshots.
I sincerely hope that Casino Guru can also mediate in this new problem, which is independent of the cashback case , and help to ensure that the process is resolved promptly and transparently.
It is unacceptable to me that an amount of €1,000 has been debited from my account since Monday and I have not yet received a credit note, a refund, or any concrete information about the whereabouts of the money.
Thank you so much for your support.
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3 days ago
TranslationUPDATE: The problem with the €1000 deposit has thankfully been resolved.
HOWEVER: THE COMPLAINT REGARDING INADEQUATE CASHBACK HAS NOT YET BEEN RESOLVED .
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2 days ago
Dear all,
Thank you for bringing this to our attention.
In order to investigate this matter with our team, we would kindly please ask of you to confirm to us if the insufficient cashback was from period of 13.07 to 19.07.
Kind regards,
ExciteWin Team
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2 days ago
Thank you all for your response, I'm glad to see that the issue with the €1000 deposit has been resolved.
I trust the discrepancy with the cashback will be clarified soon too.
Dear WilliamsSimzz,
Please confirm the time period for the cashback in dispute.
