The player from Germany was unable to withdraw funds from the casino due to a new deposit requirement. After making a recent deposit of 2,600€, the casino stated that this amount had to be wagered before any withdrawals could be made, effectively freezing previous winnings of over 2,500€. The issue was resolved when the player was informed that since his earlier deposits had been fully wagered, he could now withdraw his balance without issues. The Complaints Team recommended withdrawing balances before making significant new deposits to avoid similar situations in the future.
ExciteWin Casino - Player faces delayed withdrawals due to new deposit rules.
Amount: €2,200
ExciteWin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Hello,
I place sports bets at an online casino. The rule is that the deposit amount must be wagered once.
In August, I made two deposits: one for 1,000€ and another for 1,192€.
I wagered these amounts over time, allowing me to make withdrawals. I withdrew a total of 45€.
Now, in November, I deposited another 2,600€. This amount hasn't been wagered yet. However, I can no longer make withdrawals. Support responded that the 2,600€ must be wagered before I can withdraw again.
Therefore, my August deposits, which I have already wagered, have been frozen.
I have a remaining balance of over 2,500€ in the account, which I have also wagered. After the new deposit of 2,600€ in November, support says I must wager the entire 2,600€ before I can make any withdrawals. So, the previous 2,500€ is effectively frozen for withdrawal purposes. I currently have over 5,000€ in the account.
On the advice of your administrator in the forum, I am filing this complaint.
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1 month ago
Dear Claymore0815,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
When you made two deposits in August and won more than 2500€, which you fully wagered, why did you choose to withdraw only 45€?
Then, three months later, when you still had more than 2500€ in your account, why did you decide to make a new deposit of 2600€ instead of playing with the balance you already had in your account, which had been fully wagered?
Did you use the same payment method for both your August and November deposits?
Is your account fully verified?
Also, please send here the screenshots showing that your previous deposits are successfully wagered.
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
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1 month ago
Translation
Hello Veronika.
I used all of the deposits from August and was therefore entitled to make withdrawals. I only paid out a total of €45 because I wanted to treat myself to a little something with my betting winnings.
In November I deposited another €2600 so that I could bet with higher stakes.
I used the same payment method for all deposits and withdrawals.
I have not been informed by the operator about the need for further verification measures; these have not been requested so far.
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1 month ago
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I don't want to get the entire deposit paid out, but only a small part of the winnings.
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4 weeks ago
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Hello, I have now fully used the sum of my last deposit and can withdraw accordingly. I am still interested in whether it was right to freeze my previous balance for so long
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3 weeks ago
Dear Claymore0815,
Thank you for keeping me updated. Since your deposits from August were fully wagered, we believe you should be able to withdraw your balance without any issues. However, we strongly recommend withdrawing your balance before making a new deposit—especially a significant one—to avoid similar issues in the future. Now that all your deposits have been fully wagered and withdrawn successfully, it is difficult to determine whether the casino acted fairly or unfairly, as we lack additional details from their side.
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
