ExciteWin Casino - Player's withdrawal is delayed.

I'm opening the public complaint to start the 14-day count, I have a pending withdrawal of 1,500 BRL, thanks Casinoguru.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

• In case of adverse circumstances regarding your payout, if you are unable to resolve the issue with casino support, please let us know right away.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi Tomas, I'll wait the 14 days, thanks.

Hi Tomas my withdrawal no longer appears on the pending withdrawal screen, and I haven't received it so far, the chat is not working. I've sent an email to support and they haven't replied yet.

I managed to get through to the chat and they told me that:

Thank you for clarifying. Yes, you're right, the withdrawal has been canceled.

As far as I could tell, this was due to a change in the processing company that works with the payment method used for the withdrawal, so it's up to them. Basically, whenever such changes occur, this can lead to the requested withdrawal being canceled. For my part, I recommend that you contact your bank, or try using Bank Transfer as your withdrawal method.

Please let me know if there's anything else I can do for you in the meantime.

My money is gone.

Now they've said that:

Thank you for clarifying. Yes, you're right, the withdrawal has been canceled.

As far as I can tell, this happened due to a change in the processing company that works with the payment method used for the withdrawal, so it's up to them. Basically, whenever such changes occur, it can lead to the requested withdrawal being canceled. For my part, I recommend that you contact your bank, or try using Bank Transfer as your withdrawal method.

Please let me know if there's anything else I can do for you in the meantime.

This casino is more fraudulent than I imagined, now they're saying that I've used up all my balance, when I make a public complaint and there are several I've made I never reverse the withdrawal or gamble the amount, could you help me please.

I am sorry to hear about the recent development.

If the money was lost by gameplay, there should be a record of it in your game history. Kindly check your game history or request detailed records from the casino support.

Please note we are unable to assist you with a payout of winnings that were played down.

Looking forward to your reply.

Hey I didn't lose any money, I didn't reverse the withdrawal, after my withdrawal I didn't play, I went to look for the history and there is no history in my account, no history of anything, when I make a public complaint I don't reverse or play the money, pay attention friend, you have to ask me for the history as you always do, intervene in the casino.

I requested the history by email.

I have already sent you all the emails from the Casino assuming that it is processing the withdrawal, but to date I have not received the withdrawal of 1,500 BRL and the time is already running out, have you managed to contact the Casino or will this be an unresolved complaint?

Thanks for your reply.

• Have you received your game history from the casino?
• From the email you shared, you didn't seem to request records of your game history. Game history is a list of all bets and their results in a table form. Have you clarified your request with support?
• Did the casino explain when the balance was presumably played down?
• Have you played in the casino after you requested a payout on the 26th of August at 4:40 in the morning?

I apologize for the inconvenience. Looking forward to your reply.

Have you received your gaming history from the casino?

ANSWER: NOT YET.

From the email you shared, it looks like you didn't request records of your game history. The game history is a list of all bets and their results in table format. Have you clarified your request with support?

ANSWER: I'VE ALREADY REQUESTED IT AND SENT YOU A SCREENSHOT OF THE EMAIL, BUT I'LL FORWARD THE EMAIL TO YOU.

Did the casino explain when the balance was probably reduced?

ANSWER: I REQUESTED A WITHDRAWAL OF 1,500 BRL AND IT WAS NOT PAID OUT.

Did you play at the casino after requesting a payout on August 26 at 4:40 a.m.?

ANSWER: I REQUESTED THE WITHDRAWAL AND LEFT A BALANCE AND PLAYED WITH THE BALANCE I HAD LEFT AFTER FINISHING THE BALANCE I HAD LEFT I DIDN'T PLAY ANYMORE.

I HAVE ALREADY SENT YOU AN E-MAIL FROM THE CASINO SAYING THAT THEY ARE PROCESSING MY WITHDRAWAL. YOU HAVE NOT SEEN IT, YOU HAVE ONLY POSTPONED THE COUNTDOWN FOR THE CASINO.

I asked you again for the history of my games, deposits and withdrawals.

This is the second time I've requested it and you haven't sent it to me.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear ExciteWin Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hi Romi, thanks for your help.

Dear all,

Thank you for inviting us to the conversation.

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your withdrawal request.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

ExciteWin Casino Team

Hello Romi once again thank you for your help, Tomas was initially suspicious of my withdrawal and asked a lot of questions, when I request a withdrawal with a public complaint I never reverse the withdrawal or play again, I don't know what happened with the withdrawal from this Casino with a high score, I confirm that I received my withdrawal of 1,500 BRL from this Casino on today's date

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

Dear ericleo,

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,

Romi