ExciteWin Casino - Player's account has been closed, seeks refund.

Hallo, ich habe das ExciteWin-Casino 3 Mal gebeten mein Konto aufgrund meiner Spielsucht unwiderruflich zu schließen. Dies ist erst vor paar Tagen passiert nachdem ich ca. 3400 Euro verloren hatte. Das Casino ist Ihrer Fürsorge- und Verantwortungspflicht nicht nachgekommen, aus diesem Grund fordere ich das gesamte Verlustsaldo zurück

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ExciteWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru. Please forward the emails; screenshots are not required.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear sagnol80,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina

We’ve reopened this complaint at the request of sagnol80. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear sagnol80,

thank you for your email.

To proceed with your complaint, could you please address the questions asked in my initial response?

Looking forward to your reply,

Katarina

Hallo liebes Casino-Guru-Team, das Wettkonto wurde im Sommer geschlossen, ich habe keinen Zugriff mehr darauf. Von den geforderten 3400 Euro wurden mir als Rückerstattung nur 1000 Euro ausgezahlt. Ich habe wie erwähnt nichts unterschrieben oder diesem Betrag zugestimmt. Da ExciteWin mehrere Selbstausschlussanfragen während ich dort aktiv war einfach ignoriert hatte fordere ich das restliche Verlustsaldo vom Anbieter zurück. Ich habe in den letzten Wochen ExciteWin kontaktiert, leider ohne Ergebnis. Werde die ganzen Mails weiterleiten. Hier liegt eine klare Verletzung der Fürsorge- und Verantwortungspflicht, die Fehler liegen beim Casino. Sie sollten das volle Verlustsaldo zur Auszahlung bringen. Danke

Dear sagnol80,

thank you for your reply and emails.

Could you please specify the exact date of your last deposit? Additionally, do you recall the amount of that deposit?

This information will help us review the matter more thoroughly. Thank you very much for your cooperation.

Looking forward to your reply,

Katarina

Hallo, auf diese Information habe ich leider keinen Zugriff mehr. ExciteWin möchte mir auf Nachfrage keine Auskunft geben. Eine interne Schlichtung mit dem Casino verlief negativ. Für mich ist die Sache relativ eindeutig, das Casino ignorierte mehrfach Selbstausschlussanfragen. Ich gebe mich mit den bereits gezahlten 1000 Euro Rückerstattung definitiv nicht zufrieden, ExciteWin fordere ich auf das restliche Verlustsaldo an mich auszuzahlen. Danke

Dear sagnol80,

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, Igor (igor.p@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,

Katarina

Dear sagnol80,

I am so sorry to hear about your problem with the ExciteWin Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a ExciteWin Casino representative to join this conversation and participate in resolving this complaint.

Dear ExciteWin Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear sagnol80,

Thank you for reaching out to us.

We are writing to let you know that we have received your request and are currently reviewing the details with the relevant department.

Our team is working to resolve this as quickly as possible. Once we have received a definitive update or further information, we will let you know.

We appreciate your patience while we look into this for you.

Best regards,

ExciteWin Casino Team

Dear ExciteWin Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Igor,

We are writing to briefly notify you that I have sent an email to your direct email address regarding this case.

Due to the nature of the information contained within that message, I wanted to ensure it reached you successfully. Please let me know if you have any trouble locating it or if you require any further clarification.

Thank you for your time and attention.

Best regards,

ExciteWin Casino Team

Dear ExciteWin Casino,

Thank you for your email. I have received the message with the attached screenshot.

Dear sagnol80,

According to the message from the casino, the issue is now resolved.

Could you please confirm this?

Additionally, what was the exact amount you received?

Thank you in advance for the provided information.

You can also use the Resolve button to automatically mark this complaint as resolved.

Hallo, es erfolgte eine Rückerstattung über 1000 Euro im Juli 2025 seitens ExciteWin an mich. Bedenkt man, dass meine erste Selbsausschlussanfrage von 2023!!! stammt ist das definitiv zu wenig. Eine Vereinbarung/Zustimmung über den obengenannten Betrag fand meinerseits nicht statt. Das Casino sollte da nochmal nachlegen und dann können wir den Fall abschließen. Da sind sie vom Verlustsaldo deutlich entfernt.

Dear ExciteWin Casino,

Even though you sent me an email informing me that the case was resolved internally, it seems that the issue was not resolved to the player’s full satisfaction.

Dear sagnol80,

You made your first self-exclusion request on 23/1/2023.

If I understand correctly, no action was taken by the casino.

Did you try to contact the casino again after this request to ask whether it was being processed, or whether they were aware of it at all?

Das Casino hat auf den Selbstausschluss vom 23.1.2023 nicht reagiert. Der nächste Selbstausschluss von 3.6.2025 wurde als Eingang bestätigt, Bewegung ist erst mit Öffnen der Beschwerde bei Casino Guru reingekommen. Ihre Schuldanerkenntniss haben wir schon mit der Zahlung der Rückerstattung über 1000 Euro. Da soll das Casino nochmal was drauflegen, ExciteWin kennt das Verlustsaldo. Die Fehler und Versäumnisse liegen beim Casino

Dear sagnol80,

You mentioned that the request from June 3rd was confirmed as received.

By this, do you mean the confirmation email with a ticket, or was there also additional communication with the casino at that time?

Exakt, Bestätigungsmail seitens ExciteWin am 3.6. Laut AGB‘s erfolgt die Kontoschliessung innerhalb 24 Stunden. Das hatte das Casino nicht nötig, die Absicht Geld von einem Spielsüchtigen zu kassieren war deutlich erkennbar. Ohne Casino Guru wäre in dieser Angelegenheit rein gar nichts passiert.

Dear ExciteWin Casino,

On 3/6/2025, the player reached out to your support and received a confirmation email with ticket number 29770820 stating that his request was being reviewed.

Could you please share with us any relevant information regarding this communication?

Dear All,

Upon reviewing the correspondence , we noted that after the closure request we reached out to the player for confirmation at that time but did not receive a reply. We sincerely apologize for the delay in resolving this matter and for any inconvenience this may have caused.

Following a thorough review with the relevant department, we have decided to proactively resolve this situation.

Dear sagnol80,

We would like to offer you a refund of your remaining losses incurred after the initial request, which totals to 2955 EUR.

For your security, we have sent a separate, encrypted email requesting your bank details. Please reply directly to that email with your information so we can process the transfer safely.

Thank you for your patience and cooperation.

Best regards,

ExciteWin Casino Team

Großen Respekt an das Casino für diese bemerkenswerte Lösung der Angelegenheit. Danke an das Casino-Guru-Team für die faire Zusammenarbeit zwischen den Beteiligten. Ich werde den Fall schließen sobald der Betrag bei mir eingegangen ist. Viele Grüße an alle

Dear sagnol80,

I’m happy to hear that the complaint has moved significantly toward a successful resolution.

The casino has requested that you reply to their email with your bank details.

Please let us know when you do so.

Hallo Igor, habe die Daten gestern schon übermittelt. Warte auf die Zahlungsanweisung, dann können wir den Fall schließen. Melde mich dann

Dear ExciteWin Casino,

Based on the player's response, they have sent you the requested information.

We kindly ask that you keep us updated once there are any developments.

Dear sagnol80,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund. 

Once the refund has been successfully processed, we will notify you immediately.

If you have any questions in the meantime, please feel free to contact us.

Kind regards,

ExciteWin Casino Team

Die Überweisung ist eingetroffen. Vielen Dank an alle Beteiligten.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear sagnol80,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor