The player from Germany files a complaint against ExciteWin for failing to close his account despite his explicit request for permanent self-exclusion due to gambling addiction on October 14, 2025. As a result of the account remaining active, he incurred losses of €6695, which he believes should be refunded.
ExciteWin Casino - Player’s account closure request was ignored.
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4d 2h 58m 22s
ExciteWin Casino
Safety Index:Very highCase summary
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3 months ago
Translation
Hello
I would like to file a complaint against ExciteWin because my explicit request for the permanent closure of my account due to gambling addiction on October 14, 2025, was not implemented.
1. Self-exclusion on October 14, 2025
On October 14, 2025, I emailed ExciteWin requesting that they permanently close my account due to my gambling addiction.
Support responded, but only offered me a "pause". I explicitly wrote again:
"No, please close completely."
2. No implementation of the ban
On October 21, 2025, I inquired again because my account was still open.
After that, I received no further response, and my account remained active.
3. High losses after ignoring self-exclusion
Since the self-exclusion was not enforced, I was able to continue playing and have lost €6695 since then.
Detailed documentation of all deposits and withdrawals can be provided upon request.
4. Violation of player protection obligations
An explicit ban request due to gambling addiction must be implemented immediately and permanently in accordance with the standards of responsible gaming.
The fact that my account was not closed despite my repeated clear communication constitutes a serious violation.
I therefore request a refund of the losses incurred after the self-exclusion was not implemented.
Thank you for your support.
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3 months ago
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.
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3 months ago
Dear bludiadaxxxx,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@excitewin.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
- Do I understand correctly that you have clearly informed the casino about your gambling problem, but they have refused to permanently close your account and only allowed a temporary pause? Could you forward me the account closure requests that you sent to the casino? You can send it directly to this thread or to: petra.h@casino.guru.
- Are you still able to access the casino?
Thank you very much in advance.
Best regards,
Petra
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3 months ago
TranslationHello Petra,
Thank you for your feedback.
Yes, I explicitly informed the casino about my gambling problem and requested the permanent closure of my account due to gambling addiction via email on October 14, 2025.
However, the support team's response was only an offer of a temporary pause. I immediately and clearly replied that I wanted a permanent closure ("No, please close completely.").
On October 21, 2025, I inquired again because my account was still open and I hadn't received a confirmation of closure. After that, I received no further response; the account remained open.
I will forward the aforementioned emails to you immediately.
Yes, I can still access the casino because my self-exclusion was not implemented despite my repeated clear instructions.
Thank you for your support.
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2 months ago
Thank you for your reply and for providing the previous details, bludiadax.
Could you provide above mentioned documentation of all deposits and withdrawals? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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2 months ago
TranslationHello Petra,
Thank you for your message.
I have just sent you the requested documents by email to petra.h@casino.guru sent.
This is a screenshot showing all completed deposits and withdrawals at ExciteWin since October 14, 2025.
Please let me know if any further information or additional evidence is required.
Thank you for your support.
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2 months ago
TranslationHello Petra,
Additionally, I would like to clarify that my ExciteWin account has not been blocked to this day, even though I explicitly requested its permanent closure due to gambling addiction on October 14, 2025.
I still have unrestricted access to the account.
Furthermore, the existing credit balance in the account has also been lost in the meantime, as the requested block was not implemented.
Furthermore, I continue to receive bonus offers and promotional messages even though I have openly communicated my gambling addiction and requested permanent account closure.
Thank you for your support.
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2 months ago
Dear bludiadax
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 Kubo (jakub.m@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,
Petra
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 months ago
Dear bludiadax,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from ExciteWin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear ExciteWin Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?
Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.
Thank you in advance for your cooperation and timely reply.
Best regards,
Kubo
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2 months ago
TranslationHello Kubo,
Brief update on the current status:
Despite my explicit request for permanent account closure due to gambling addiction on October 14, 2025, my ExciteWin account remains accessible to this day.
Since the block has not yet been implemented, additional losses have been incurred since October 14th. Total losses since October 14th now amount to €9,985.
I can provide the relevant documentation if needed.
I would like to explicitly confirm once again that I request the immediate and permanent blocking of my account.
Thank you.
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2 months ago
Dear all,
Thank you for bringing this matter to our attention.
We are sorry to hear about this incident and would like to extend our apologies to the complainant for any inconvenience caused by it.
Please allow us some time to conduct an investigation and gather all relevant information. We will post a reply as soon as there is an update.
Your patience is much appreciated.
Kind regards,
ExciteWin Team
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2 months ago
Hello Everyone,
Wishing you a Happy New Year 2026!
Dear bludiadax,
Thank you for your update. I am very sorry to hear that your account remained active despite multiple explicit requests.
Dear ExciteWin Casino,
I am reaching out after a week to ask whether there have been any updates regarding your investigation. Additionally, could you please confirm whether the player’s account has now been permanently closed? If not, kindly explain the reason for this.
Thank you for your cooperation.
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2 months ago
TranslationHello Kubo,
Thank you very much for following up.
To clarify: To the best of my knowledge, my ExciteWin account has not yet been permanently blocked.
Thank you for your support.
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1 month ago
Dear all,
We hope you are well.
We would like to reassure the complainant that his account has been permanently closed. The case is currently being reviewed by our management team, we will post a reply as soon as a decision is made.
Your patience is much appreciated.
Kind regards,
Excite Win
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1 month ago
TranslationHello Kubo,
Hello ExciteWin,
I would like to clarify this statement by ExciteWin.
Contrary to today's announcement from the casino, my ExciteWin account has not been permanently closed.
I still have access to the account (login and deposits are possible).
Thank you for your support.
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1 month ago
TranslationHello Kubo,
Quick update: My ExciteWin account has indeed been closed.
In this context, I would like to point out that access was still possible when ExciteWin had previously announced publicly that the account had already been permanently closed.
Thank you for your continued support
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1 month ago
TranslationHello Kubo,
I would like to inform you about the current status.
ExciteWin contacted me privately via email and offered me a refund of €6,400.
According to my complete statement, my net losses since my explicit self-exclusion request of October 14, 2025, amount to over €10,000.
In my view, the current offer does not cover this damage.
I therefore request a refund of all my losses incurred after October 14, 2025, as my account was not blocked despite clear notification of my gambling addiction and multiple requests, and I continued to have access.
Thank you for your support.
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1 month ago
Dear all,
We hope you are well.
We took the time to thoroughly investigate the case and concluded that the net losses incurred by the complainant are exactly €6,400.
We are willing to refund this amount and rely on the complainant's honesty and cooperation to do so.
If there are any further questions or concerns, we will be happy to address them.
Kind regards,
Excite Win
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1 month ago
TranslationHello Kubo,
Hello Excitewin,
I disagree with this account by ExciteWin.
I continue to demand reimbursement of all my net losses incurred since my explicit self-exclusion request of October 14, 2025. According to my complete statement, these losses significantly exceed €10,000.
I have already provided you with a screen recording of all completed deposits and withdrawals since October 14, 2025, which proves this higher amount.
The offer of €6,400 mentioned by ExciteWin does not cover this damage.
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1 month ago
Hello bludiadax,
We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Dear Casino Guru,
I hope this message finds you well.
We kindly inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience.
Kind regards,
Excite Win
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1 month ago
Dear Kubo,
Please note that we have sent you an email regarding the matter. Please review it at your earliest convenience.
If there are any further questions or concerns, we will be happy to address them.
Kind regards,
Excitewin Team.
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1 month ago
Dear all,
We would kindly request that another analyst be assigned to review the complaint. This would allow us to move forward with the case in a timely and appropriate manner.
We appreciate your support and cooperation in this matter.
Kind regards,
Excitewin Team.
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1 month ago
TranslationHello Kubo,
Hello ExciteWin,
I would like to reiterate that my ExciteWin account remained fully accessible until my public announcement here in the thread on January 11, 2026, and I was able to log in, deposit and play until that time, even though I had explicitly requested permanent account closure due to gambling addiction on October 14, 2025.
Accordingly, losses continued to be incurred during this period. My total net losses during the aforementioned period amount to over €10,000.
I would be very pleased if this matter could be resolved promptly, and I thank both you, Kubo, and ExciteWin for your continued efforts. However, I also have no objection to ExciteWin requesting a new analyst. It is in my interest that this case is concluded as soon as possible.
Thank you for your support.
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1 month ago
Hello Everyone,
I apologize for the delay in my response.
Dear ExciteWin Casino,
Thank you for your email. I confirm that I have received your message and reviewed its contents. At this stage, I would kindly request the complete history of the player’s deposits and withdrawals covering the period from October 14, 2025, to today’s date.
Thank you for your cooperation. I look forward to your response.
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1 month ago
Dear Kubo,
I hope this message finds you well.
We kindly inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience.
Kind regards,
Excite Win
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1 month ago
Dear Kubo,
We kindly inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience. Do we have any updates regarding the matter ?
Kind regards,
ExciteWin Team
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1 month ago
Hello bludiadax,
We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 weeks ago
TranslationHello dear CasinoGuru team,
I would like to politely inquire whether there is an update regarding my complaint.
Almost two weeks have passed since I requested the complete deposit and withdrawal history. As the responsible analyst is now on vacation for the second time during this case, I wanted to inquire whether the case has been reviewed in the meantime or if it can be handled by another analyst.
Thank you very much and best regards
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3 weeks ago
Dear bludiadax,
I sincerely apologize for my recent unavailability in addressing your complaint due to health complications. Nevertheless, I am now back and have already sent further inquiries to the casino on your behalf.
For your information, we are currently reviewing the total amount of your losses since October 14, 2025, as you pointed out, because the figures appear to be incorrect.
Thank you very much for your patience.
Dear ExciteWin Casino,
I have sent a response to your previous email and am now awaiting your reply.
Thank you for your attention.
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3 weeks ago
TranslationHello Kubo,
It's great to have you back. I hope you're feeling better!
I would like to add a current update.
Although my account is supposed to be permanently closed according to ExciteWin and I have requested a self-exclusion due to gambling addiction, I received promotional and bonus offers from ExciteWin again today via email and SMS, explicitly urging me to make a deposit.
I am attaching relevant screenshots as proof.
In my view, this shows that player protection measures are still not fully implemented.
Furthermore, I demand immediate reimbursement of my losses of over 10,000 euros since October 14th.
Thank you for your support.
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2 weeks ago
Dear Kubo,
We kindly inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience.
Kind regards,
ExciteWin Team
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1 week ago
Dear parties,
my name is Martin and I will be taking care of this complaint from now on. Unfortunately, my colleague is currently unable to continue the mediation process due to health reasons. I have familiarized myself with the complaint and I will do my best to expedite the process.
Dear casino representative,
please send the latest emails addressed to Kubo to my email address (martin.l@casino.guru) instead. I will review the evidence as soon as possible. Your continued cooperation is appreciated.
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1 week ago
Dear Martin,
Thank you for the reply.
We kindly inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience.
Kind regards,
ExciteWin Team
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1 week ago
Dear casino representative,
thank you for your message.
Dear bludiadax,
I have now reviewed the evidence submitted by the casino representative. According to your transaction history, you have lost 8,850EUR since 14.10. A portion of this balance however, 2450EUR according to the casino's system, comes from a bonus you have received and we will unfortunately be unable to request this amount to be returned to you. Sadly, we can only require the casino to pay out your real money losses incurred from the time your account should have been closed, which constitutes the mentioned 6400 EUR.
However, if you believe the figures are not adding up, feel free to send your transaction history/bank statement to martin.l@casino.guru. In case you believe the amounts fit the timeframe, please confirm this in the thread, so the casino representative may start the refund process.
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1 week ago
TranslationHello everyone,
Based on my complete bank statements, the total deposits in the relevant period from October 14, 2025, amount to approximately €16,660 according to my current calculations.
I have sent all the evidence I have (screen recordings of the ExciteWin transactions and corresponding bank statements) to you, Martin, via email.
Since ExciteWin still has access to my full customer account as well as to the internal transaction and bonus accounting, I request that the casino reconcile these amounts with its system and transparently disclose which deposits are actually attributable to the ExciteWin account.
To my knowledge, the sum currently quoted by the casino only considers the period from October 14, 2025 to December 9, 2025. However, in my opinion, the entire period from October 14, 2025 until the actual account closure in January 2026 should be included in the calculation.
Thank you for the further review.
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1 week ago
Dear bludiadax,
thank you for your response. I have sent you an additional email.
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1 week ago
TranslationHi Martin,
I just replied to your email.
Best regards
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1 week ago
Dear casino representative,
thank you for your continued cooperation. Upon further communication with the player, I would like to address a couple of more things.
It seems the player's bank statements only reflect the withdrawals of 500EUR completed on 4th of November, 6th of November and 7th of November. Is there a possibility that the remaining withdrawals in the total amount of 4500EUR might have been cancelled and returned back to the player's balance? Alternatively, could they have been processed by a different payment method? I believe this question could be answered by inspecting the player's game history or by the casino providing us with sender side proof of the transaction being completed. Would you be able to provide us with either of these?
Thank you again for your continued involvement in the resolution process.
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5 days ago
Dear Martin,
Thank you for the reply.
We kindly inform you that all withdrawals of the player were successfully completed but with different payment method.
We will provide the reference numbers of the remaining 4,500 eur withdrawals.
Kind regards,
ExciteWin Team
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4 days ago
TranslationHello everyone,
I've reviewed my bank statements again and come to the following conclusion. I received the following transfers, which I can attribute to ExciteWin:
Since I was informed that my last transaction on the ExciteWin account was on December 21, 2025, I have limited my search to this period.
Furthermore, I'm not entirely clear on how a bonus can play a role in calculating the difference between my deposits and withdrawals on ExciteWin. In my understanding, I should be reimbursed for the net losses, i.e., the difference between deposits and withdrawals. I don't quite understand how the bonus is structured in such a way that it affects this calculation. However, I'm open to further information.
Additionally, I have these transactions on my credit card, which I can clearly attribute to ExciteWin (through comparison with the screen recording when I still had access to my account):
My calculations (without taking bonuses into account) and after deducting payouts result in a total of 10460.
I'll send you the Excel file with the detailed list of transactions and references by email, Martin.
Thank you so much for your help.
bludiadax
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4 days ago
Dear all,
Thank you for the patience.
The following is a breakdown of the player's €6,000 withdrawal:
- €1,500 withdrawn were shown on the player's bank statement.
- €500 were rejected and returned to the player's balance.
- Following the reference number, another 4,000 euros were withdrawn.
Totaling 6,000 EUR.
Since we are standing by our position on the refundable amount of €6,400, we must now add the €500 that was returned to the balance.
- 2025-12-12 / 1000 EUR completed( ref: DCONH7CPQ6)
- 2025-12-24 / 1000 EUR completed ( ref: d14eynb8u8 )
-2025-12-09 / 1000 EUR completed (ref on SS)
-2025-12-10 / 1000 EUR completed (ref on SS)
-2025-11-28 / 500 EUR (return to the balance )
Kind regards,
ExciteWin Team
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4 days ago
TranslationHello everyone,
I confirm that I have received the 4 mentioned payments.
However, this payment took place on December 29th:
- 2025-12-24 / 1000 EUR completed ( Ref.: d14eynb8u8 )
I was told that the last transaction on my account was supposed to have taken place on December 21, 2025.
So what is the relevant time period?
I will post here all payments that, in my opinion, can be attributed to the casino, along with the corresponding reference.
In my view, the amount to be reimbursed is far higher.
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4 days ago
TranslationHello everyone,
I have now taken one last look at the complete overview of my deposits at ExciteWin.
Here are all deposits I made between 14.10.2025 and 01.01.2026, along with their payment reference, if available.
The lines highlighted in green are 100% transactions that were made with ExciteWin, as I can verify them with my screen recording from December 14, 2025. I already sent you this screen recording, Martin.
The remaining entries are deposits that I cannot prove with a screen recording, but which I believe I made through ExciteWin. ExciteWin should be able to recognize this through the reference assignment, since ExciteWin also considers withdrawals that occur within this period (i.e., after December 14, 2025).
I arrive at a total of €17,670 in deposits and €5,500 in withdrawals, so a total of €12,170 that would need to be refunded.
If we only consider the period from the screen recording, there would be 13170 deposits and 4500 withdrawals, totaling 8670.
Since I assume that all deposits made up to the closure of my account must be refunded, I arrive at a total of 12170. ExciteWin is welcome to provide proof, if any of the transactions not marked in green cannot be attributed to their casino, by providing the payment references of the deposits.
Best regards
bludiadax
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3 days ago
Dear bludiadax,
thank you for your continued cooperation.
Dear casino representative,
could you please address the player's claims? Is 21st December the date of the player's last deposit? Additionally, can you please state, which merchant names does the company use in relation to their transfers? I believe this information could clear things up. In case you consider this information sensitive, you can contact me at martin.l@casino.guru or request your response to be hidden.
Lastly, could you please clarify, whether the bonus amounts removed from the calculation represent only the bonus portion of funds? To explain, in case a player deposits 100EUR and receives additional 100 as a bonus, I still believe he is entitled to the first 100 he has deposited as his real funds.
