The player from Germany had been waiting for seven weeks for his withdrawals initiated on March 5th and March 31st, with no payments received. He was frustrated by the repeated requests for patience and was considering legal action due to the unacceptable delay. We contacted the casino, which said the withdrawals could not be processed to his bank cards or German bank account and asked for alternative payout details. After further back-and-forth and the player’s bank confirming the provider was not accepted on its whitelist, the casino finally reported that the withdrawal had been successfully completed on 15.07. Because the player never confirmed receipt of the funds, we closed the complaint as rejected for now.
ExciteWin Casino - Player’s withdrawal has been delayed for seven weeks.
Closed
Our verdict
Other
Amount: €800
ExciteWin Casino
Safety Index 9.3 Very highCase summary
Discussion
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3 months ago
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I initiated two withdrawals on March 5th. Another one on March 31st.
Not a single cent has been paid out to date. When I inquire, I'm asked for patience. But patience has run out. I'm considering legal action. Seven weeks... this is unacceptable, and the casino should be shut down.
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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 ChrisK,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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3 months ago
TranslationHello Jean,
None of my withdrawals have worked so far. A credit card was used for the deposits. I don't know what KYC verification means. When I contacted them via chat, they always asked about the transactions and explained the delays, but never mentioned the missing verifications.
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3 months ago
Thank you for the clarification.
KYC (Know Your Customer) refers to the standard identity verification process required by casinos. It usually involves submitting documents such as an ID, proof of address, and proof of the payment method used. Could you please confirm whether your account has been verified?
Were your winnings accumulated with or without an active bonus?
Additionally, please post any relevant communication with customer support.
Thank you in advance for your cooperation.
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3 months ago
TranslationMy ID was never checked, and no other proof of identity was ever requested. I declined bonus games. The winnings were earned with real money. The withdrawals were made to two credit cards registered in the system. I also selected both of these credit cards for refunds. So far, without success. Withdrawals for deposits were processed without problems; refunds have never been processed.
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2 months ago
Dear ChrisK
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, Munya, (munya.s@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,
Jean
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2 months ago
Dear ChrisK,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from ExciteWin Casino to join this conversation and assist in addressing the complaint.
Dear ExciteWin Casino,
Could you please provide your comments regarding this matter?
Thank you in advance for your cooperation and for sharing any relevant information.
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2 months ago
Dear all,
Thank you for your patience.
We kindly inform you that we reviewing your case with the relevant department.
Moreover, we would like to assure you that we will notify you promptly once there is an update.
Kind regards,
Excitewin Team
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2 months ago
ExciteWin Casino
Thank you for your response. I appreciate your attention to this matter and look forward to receiving your update and a timely resolution.
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2 months ago
Dear all,
Thank you for the patience.
We kindly ask you to provide alternative payment method in order to manually withdrawal your Funds.
• Full Name (please include all names including middle names)
• IBAN or Bank Account Number
• BIC
• Bank name & location city
• Country of where bank is
Best regards
Excitewin
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2 months ago
ChrisK
I kindly ask you to review the communication from the casino and take the necessary actions as advised. I would appreciate it if you could provide an update once you have completed this task. Thank you for your cooperation.
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2 months ago
TranslationI've now sent the requested data by email. Since I'm receiving yet another message about technical problems, I'm not really convinced that a solution has been found and the matter is closed. I'll wait a few days and see if anything has changed or if the saga continues.
VG Christian 
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2 months ago
ExciteWin Casino
Your update or comments concerning the player's submission via email will be appreciated.
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2 months ago
Dear all,
Thank you for the patience.
We would like to inform you that your withdrawal of your active balance is successfully completed.
Kind regards,
Excitewin
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2 months ago
Dear all,
Thank you for the patience.
We would like to inform you that your withdrawal is return back to us for the reason ''Beneficiary bank is unable to apply funds", we would like to advice you to provide additional Bank details or krill,neteller,crypto (BTC, LTC, ETH, USDC ERC20, USDT TRC20, USDT ERC20) please be advised that the CRP need to be found on (blockchair )in order to proceed.
Kind regards,
Excitewin
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2 months ago
TranslationThat's crazy.
Refunds to two credit cards were not possible. My bank details, which work for every international transfer, are also unusable. Should I collect the money in person somewhere?
I'm afraid I can't do anything with Krill, Neteller, or cryptocurrency data, and I don't understand why an IBAN with BIC wouldn't work. I don't know how I can help further. Send me a check.
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1 month ago
Dear ChrisK,
Thank you for the reply.
We would like to ask you to provide alternative Bank details if you have ,if no you can check with your Bank for the reason of the rejection ,and we can retry the payment.
Kind regards,
Excitewin
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1 month ago
ChrisK
I am sorry for the complications you are experiencing. Although it may be difficult, I kindly ask you to be forthcoming so that you receive your payment.
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1 month ago
TranslationI provided two credit cards from different companies and a bank account number from my main bank. I simply don't have any other accounts. It didn't work with three different financial institutions, and I don't know what else I can do. It's certainly unusual, and for me, it definitely undermines their credibility. I'll contact my bank, but I doubt they'll find a reason for the error or even issue a refund.
I am disappointed and angry
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1 month ago
ChrisK
I sympathise with you. I understand your disappointment and anger, and I hope to see this case resolved. Please proceed as you stated in your message and kindly provide an update so that we can make further engagements with the casino and try to find a solution.
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1 month ago
TranslationI checked with the bank. Apparently, there's a whitelist for gambling providers, and this one isn't on it. This list is compiled by an authority, and no German financial institution is allowed to accept payments if the provider isn't classified as "reputable" on it. Great. And it's not important to mention this during registration. Do I even have any recourse, or am I just going to have to give up now?
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1 month ago
ChrisK
I sincerely apologize for the challenges you have faced. I encourage you not to give up after all the effort you have invested in resolving this complaint. After discussing this matter with the casino, I recommend considering an alternative payment method that is not a bank transfer. Thank you for your understanding.
ExciteWin Casino
In the same spirit of having this case resolved, kindly guide which other payment method would be acceptable?
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1 month ago
Dear all,
Thank you for the patience.
We would like to advice you to provide additional Bank details or skrill,neteller,crypto (BTC, LTC, ETH, USDC ERC20, USDT TRC20, USDT ERC20) please be advised that the CRP need to be found on (blockchair )in order to proceed.
Kind regards,
Excitewin
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1 month ago
ChrisK
Please take note of the communication from the casino. I hope you will be able to act as advised. I will await your response.
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1 month ago
Dear ChrisK,
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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1 month ago
TranslationA German bank account, Visa card, Mastercard, or a PayPal account. I don't have any foreign accounts, like most customers probably do. Would a PayPal account work?
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1 month ago
Dear ChrisK,
Thank you for the reply.
We would like to inform you that we do not accept PayPal. However, since your previous withdrawal failed, if you provide new bank details, we can process and send your funds.
Alternatively, you can choose one of our other available payout options:
Skrill
Neteller
Cryptocurrency: BTC, LTC, ETH, USDC (ERC20), USDT (TRC20), or USDT (ERC20)
Please be advised that for cryptocurrency transactions, the payment must be verifiable on Blockchair in order for us to proceed.
Kind regards,
Excitewin
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1 month ago
ChrisK
I would appreciate your thoughts/comments regarding the casino's suggestions.
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1 month ago
TranslationI don't have any of these digital accounts and still find it unprofessional that there was no mention of the inability to withdraw funds to German accounts or common credit card providers. It's great that at least the direct debit in your favor is working.
I can chalk this up to experience and just warn others in forums.
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3 weeks ago
ChrisK
I understand your position, but would it be difficult for you to create an e-wallet (Skrill or Neteller)?
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2 weeks ago
Dear ChrisK,
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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2 weeks ago
Dear all,
Thank you for the patience.
We would like to inform you that the withdrawal of the player is successfully completed on the date 15.07.
Kind regards,
Excitewin
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2 weeks ago
ExciteWin Casino
Thank you very much for the update, and most importantly for processing the withdrawal.
ChrisK
I would appreciate your update once you receive the funds so that the complaint can be marked as resolved.
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1 week ago
Based on the developments, it seems that the issue may already be resolved. However, since the complaint was submitted by the player, we believe it’s only right to mark it as resolved only after we receive their confirmation.
Without that confirmation, we’re closing the case as rejected for now.
If the player returns with an update or still needs assistance, they can reopen the complaint at any time — and we’ll be ready to help.
