The player from Germany faced ongoing issues with withdrawing funds from Excitewin, which had refused multiple withdrawal attempts for two weeks. Customer support provided generic responses and had recently asked for an IBAN to process a manual withdrawal, yet there were no updates on the status. The Complaints Team extended the investigation period but ultimately could not proceed as the player did not respond to inquiries. Consequently, the complaint was rejected.
ExciteWin Casino - Player experiences delayed withdrawals from casino.
Amount: €500
ExciteWin Casino
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Hello,
For the past 2 weeks, I've had the problem that Excitewin has been refusing my withdrawals. Initially, they told me via instant transfer that they had changed the provider and that I should try again. I've now tried more than 3-4 methods, but it seems to be the same trick that others have mentioned here. The customer support provides standard copy-paste responses. Now, supposedly, they've asked for my IBAN to make a manual withdrawal, but this casino blocks any inquiries about the status. I need your help. Attached are screenshots. The support team knows nothing about the manual withdrawals that were initiated and directs me to try another withdrawal, which either gets rejected repeatedly or doesn't work at all anymore. Attached are screenshots.
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3 months ago
Hello paraskevasalexandros,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ExciteWin Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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3 months ago
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I am sending you attached conversations so that you can understand the situation
MY account is not verified but it says on the website that this is not required. My winnings have happened with my deposits and I send my own
n as I said before the casino refuses the payments because the provider of the payouts has been changed but the casino says every time something different. I have attached the screenshots. every customer support says something different and it is really strange so please help me. I have contacted the casino several times and they have not responded for 4 days. The last status was that due to several failed withdrawals due to the provider (instant withdrawal or Visa) I should try again. It kept coming back to rejections and the reasons were always more serious, sometimes a system update, sometimes the provider. The last thing you see in the screens was 5 days ago, they said they would send me the money manuallyRADIO SILENCE FOR 4 DAYS AND THEY KEEP SAYING SOMETHING DIFFERENT
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3 months ago
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It has nothing to do with verification. I also have screens where the customer service representatives clearly say that it is allegedly the provider's fault, but I have seen several cases here where the casino claims something like that. It's a scam so that they don't pay out and they don't respond to anything and in support there are only automated copy-paste answers like I should try again or someone said he didn't know anything about manual withdrawal yesterday evening, then another said that the manual procedure is in process and there has been no response to the email for 5 days. And my money has been there for 3 weeks and I need it.S
LOOK at all the screenshits, everyone is telling a different lie. Now I was told 5 days ago that I would be manually promised a payout but since the email above, nothing has come for 4-5 days, they have been ignoring me for 3 weeks now. It's grht
As I said, in the last analysis, a manual payout of the 500 euros is allegedly being sought, but some supporters still don't know about it and suddenly no one is answering by email.
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3 months ago
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Still no answers.
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3 months ago
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They are still lying like the devil.
It's been 10 days now and they still haven't responded to the email even though I write an email every day saying I want my money. I'm asking casino guru to look into this case and help me get my money.
The support now simply leaves the chat
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3 months ago
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I'll try one last time. Let's see if I can get a payout. Please contact the casino. They will see enough material that proves what was played. Out of frustration I'll try again via bank transfer.
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3 months ago
Dear Paraskevasalexandros,
As the issue could potentially be on the payment provider's side, I would recommend waiting for the outcome of this latest request.
In the meantime, have you considered trying a different payment method in case the current one is not functioning properly?
Looking forward to your response.
Best regards,
Nick
