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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ExciteWin Casino
Safety Index 9.3 Very highCase summary
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1 week 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 week ago
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1 week 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 week 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 week 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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6 days 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.
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
