The player from Germany details a significant complaint against ExciteWin Casino, highlighting that his account was not blocked despite informing them of his medically diagnosed gambling addiction. He seeks a refund of net losses incurred after January 20, 2026, due to continued personalized VIP offers and incentives received even after his diagnosis was shared. He requests support from CasinoGuru in recovering these funds.
ExciteWin Casino - Player seeks a refund claim with evidence against the casino.
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ExciteWin Casino
Safety Index 8.8 HighCase summary
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1 month ago
Translation
I would like to submit a detailed complaint. My full statement is over 7,000 characters long and describes my entire situation, including the timeline and my communication with ExciteWin, much better and more clearly. However, since this text field is limited to a maximum of 5,000 characters, this is unfortunately not possible here. Therefore, I am posting only a summary of my case for now. I would like to submit the full complaint later.
Summary:
I request that CasinoGuru review my case against ExciteWin Casino and provide support with my refund claim.
The central point is clearly documented: ExciteWin was explicitly aware, at the latest since July 10, 2025, that I had a medically diagnosed gambling addiction. Despite this, my account was not immediately blocked from further deposits.
On July 10, 2025, I informed ExciteWin in writing of my diagnosis and also explained that my bank account had been temporarily restricted to prevent further gambling-related transactions. At that time, I had already deposited more than €37,100 and requested a refund of €8,000. These historical amounts are not part of my current claim.
An employee referred me to the account closure process and asked me for further confirmation of my decision.
Crucially, although ExciteWin was explicitly informed about my diagnosed gambling addiction at that time, my account was not immediately blocked from further deposits.
I did not submit this additional confirmation. After my refund request was immediately rejected, I was disappointed and very upset, as I urgently needed to get back on my feet financially. Therefore, I deliberately wanted to distance myself from the casino and gambling and did not reply to any further emails. Consequently, I did not make any further deposits for more than six months.
Despite my known gambling addiction, I continued to receive personalized VIP offers. As early as October 17, 2025, I was offered a personal deal for €500 cash, 20% cashback, and a doubling of my withdrawal limit.
My first subsequent deposit was made on January 20, 2026. Between January 20, 2026, and September 21, 2026, I can document approximately 30 specific, personalized VIP offers. These were not general newsletters, but rather individual deposit and gaming incentives. About 90% of these came from my personally assigned VIP manager. In addition, I received weekly telephone calls from VIP managers.
The offers included reload bonuses, 25–35% cashback, cash offers, and other deposit incentives. In some cases, I was explicitly asked to deposit first and then contact the VIP manager.
According to my current rough calculations, net losses in the high five-figure range were incurred by the time the account was closed on September 21, 2026. The exact amount should be determined based on the complete account history. My greatest losses occurred particularly in June, July, August, and September 2026, coinciding with the most intensive phase of VIP marketing.
In September 2026, I also informed ExciteWin that the platform no longer possessed an active gaming license at that time and declared my immediate cessation of deposits. According to ExciteWin, my account was closed on September 21, 2026, by management decision. My refund request was subsequently rejected with reference to the general terms and conditions.
I view the licensing situation as an additional, secondary point of review. To my knowledge, ExciteWin did not possess an active gaming license in September 2026. I cannot definitively determine the exact date of license loss for June and July 2026.
My demand
I demand full reimbursement of the net losses incurred after January 20, 2026.
From my perspective, it is crucial that ExciteWin was explicitly aware of my medically diagnosed gambling addiction as early as July 10, 2025. After a subsequent deposit hiatus of more than six months, my renewed participation in gambling was not prompted by enhanced player protection measures, but rather accompanied by extensive, personalized VIP support with specific deposit and gambling incentives.
I therefore request that CasinoGuru, based on the documented circumstances, support my claim for reimbursement against ExciteWin and facilitate a corresponding refund of the net losses.
I can gladly provide the complete communication, the numerous VIP offers, screenshots and transaction records as evidence.
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4 weeks 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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4 weeks ago
Hello,
Thank you very much for submitting your complaint. I am sorry to hear about your experience with ExciteWin Casino.
Please note that Casino Guru does not handle complaints concerning licensing regulations or the absence of a valid license. Therefore, we will not be able to investigate this aspect of your complaint. We can, however, review the responsible gambling issue you described.
To proceed, could you please provide the following:
- The communication from July 10, 2025, in which you explicitly informed the casino about your diagnosed gambling addiction, together with the casino’s response.
- Evidence showing when you resumed depositing in January 2026 and, if available, your transaction history showing the deposits/losses incurred afterward.
- Confirmation of whether your account is currently closed and whether you can still access it.
For now, please send only the evidence specifically requested above. There is no need to submit the full 7,000-character statement or all VIP communications at this stage. A large number of files and extensive additional text may unnecessarily slow down the review. If further evidence is required, we will request it from you.
Thank you very much in advance for your cooperation.
Best regards,
Attila
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3 weeks ago
TranslationThank you for your feedback.
I am happy to confirm the requested information and will initially provide you with only the evidence you mentioned:
- My message dated July 10, 2025, in which I explicitly informed ExciteWin about my medically diagnosed gambling addiction , including the casino's response (screenshots 1 and 2).
- Proof of my renewed deposits from January 2026 onwards - I am submitting several pieces of evidence: A screenshot (bank account) of my first renewed deposit from January 19, 2026, to ExciteWin (screenshot 3) + two further screenshots of the deposit history still available to me from the ExciteWin website (screenshots 4 and 5). These show further deposits, but do not represent the complete deposit history due to my now-blocked access to the ExciteWin website. Since my ExciteWin access is blocked, I no longer have full access to the transaction history stored there. I can also gladly submit my complete personal bank statements for the relevant period, from which all corresponding money movements (100%) and transactions on my end are verifiable.
- My account has been closed/blocked since September 21, 2026. I no longer have access to it.
I will initially withhold the other VIP communications and documents I mentioned (detailed complaint), as you recommended. Should CasinoGuru require them for further review, I will of course gladly provide them.
Thank you very much for reviewing my case.
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3 weeks ago
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,
Attila
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3 weeks ago
Dear WilliamsSimzz,
My name is Igor and I will be assisting you with your case.
I am sorry to hear about your problem with the ExciteWin Casino and I hope that together we will come to a successful resolution of your issue.
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 possibly provide additional information regarding the issue and clarify the situation?
I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance for providing the information.
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2 weeks ago
Dear WilliamsSimzz,
Thank you for reaching out to us.
Please be informed that your case is currently under investigation and we will contact you as soon as possible with further information.
We thank you for your understanding.
Kind regards,
Excitewin Team
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2 weeks ago
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.
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2 weeks ago
TranslationDear Igor,
Thank you so much for taking on my case and for your support!
I just sent you an email with a more detailed description of my case, as I believe this comprehensive complaint is truly important and helpful. The original complaint in this thread was only a summary due to the character limit (max. 5000 characters).
Thank you again for your support.
Best regards,
[redacted by Casino Guru]
Edited by a Casino Guru admin
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2 weeks ago
Dear All,
Thank you for your patience.
We would kindly like to apologize for the delay in this case.
Please be informed that we are currently still reviewing all information and will contact you as soon as possible with further information.
Thank you for your understanding.
Kind regards,
Excitewin Team
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2 weeks ago
Dear ExciteWin Casino,
As I mentioned in my previous message, thank you for informing us that you are reviewing this case.
If there is anything the player or I can assist you with, please let us know.
Also, please let us know if there are any updates regarding this complaint.
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1 week ago
TranslationDear Igor,
Could you please briefly confirm receipt of my email from last week (October 8, 2026)?
That would be great. Thank you.
Best regards
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1 week ago
Dear WilliamsSimzz,
Yes, I have received and saved your email.
However, I would like to wait for the casino’s findings before investigating and comparing the evidence from both sides.
Thank you for your patience and understanding.
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1 week ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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yesterday
Dear all,
apologies for the delay.
We just wanted to inform you that the case is being checked by the relevant department.
Once there is update you will be informed accordingly.
Best Regards,
Team ExciteWin
