The player from Germany reported that ExciteWinCasino had blocked his account after he complained about a missing withdrawal of €2,500. Following a technical error during his first withdrawal attempt, he received no responses to his emails, and only €500 of his winnings remained, which he could not withdraw. The issue was resolved as the casino had initiated the payment for the remaining amount, which was expected to arrive within a specified timeframe. The player confirmed the resolution of the complaint.
ExciteWin Casino - Player's account has been closed after complaint.
Resolved
Our verdict
Case closed
Amount: €500
ExciteWin Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
Hello dear Casino Guru Team,
ExciteWinCasino blocked my account after I complained about a missing withdrawal. This was my first withdrawal. Everything was "perfect" until I received an error message from the casino. Due to technical errors, the withdrawal was not possible. Since then, I haven't received any replies. They haven't responded to emails. Of my €2,500 winnings, only €500 remains, which I cannot withdraw. I've been kept waiting so far. After my last complaint, my account was blocked, and I received the information that my winnings (€500) will be paid out at some point. (The email states: "Your withdrawal will be processed in the nearest time possible"). Can you please help me? Verification was not required; this is my first withdrawal; the account was blocked after a complaint. Emails and screenshots are available.
Automatic translation:
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7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with your withdrawal.
To understand your situation better, could you please clarify and provide the following:
- Did you play any games while your account balance was €2,500, and did this reduce your balance to €500?
- Did you play with any active bonus before winning this amount, or were all your winnings made without bonus restrictions?
- Could you forward us the casino’s communication stating that your withdrawal was not possible due to a "technical error"?
- Do you also have a copy of the email confirming that only €500 would be paid and that your account was blocked afterwards? If so, please forward it to me at veronika.f@casino.guru.
- Have you completed full KYC verification, or at least submitted any identity documents to the casino for verification?
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
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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7 months ago
TranslationGood morning Veronika, thank you for your answer.
After realizing I wasn't going to get my winnings anyway, I just bet big amounts for fun and treated it like Monopoly money, so only €500 of the €2,500 remained.
I didn't use any bonus.
I've forwarded all emails to you. You can see in the notifications that my account is blocked and my withdrawals have been canceled (due to a technical error). I haven't received any replies at all.
I didn't complete KYC verification. I wasn't asked for any documents. I was very cooperative at first, but at some point, you just feel like you're being ripped off, so I started complaining and at least demanded a refund of my deposit. As a result, my account was blocked and my withdrawal canceled.
ExciteWin is a casino where you can only deposit and then treat the money like Monopoly money. You can't expect to cash out your winnings. I turned a €100 deposit into a whopping €2,500, but I never get paid out. It's a fraudulent site.
Thanks for your help
Please set the ExciteWin Casino security rating to "negative" on your site. It's a fraudulent site that doesn't pay out winnings, stalls, invents technical errors, blocks accounts (when you complain), and doesn't respond.
Edited
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6 months ago
Thank you for your emails. I have reviewed the correspondence with the casino, and it appears that your payment was initiated on September 13. In most cases, it can take up to 14 days for winnings to arrive in a player’s bank account or wallet once the casino has processed the payment. If the €500 has not reached you by September 27, please let me know and we will be happy to continue with the investigation.
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6 months ago
Dear Ruslan961,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
TranslationHello dear Casino Guru Team,
Excitewin Casino transferred my €500 to me.
I'm really annoyed about the €1,500 I treated like Monopoly play money, but yeah. A tip for anyone reading this: the most important thing is patience.
Have a nice weekend everyone!
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ruslan961,
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,
Veronika
