The player from Germany is unable to withdraw funds from the casino due to a new deposit requirement. After making a recent deposit of 2,600€, the casino states that this amount must be wagered before any withdrawals can be made, effectively freezing previous winnings of over 2,500€.
ExciteWin Casino - Player faces delayed withdrawals due to new deposit rules.
Amount: €2,200
ExciteWin Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 17h 8m 28s
Case summary
6 hours ago
Public
Public
12 hours 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.
Automatic translation:
Public
Public
7 hours 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
Casino Guru is examining the case
