The player from Germany was complaining about the lengthy verification process. The issue was presumably resolved, but without confirmation from the player, the complaint was closed as "rejected".
ExciteWin Casino - Player is struggling to complete account verification.
Amount: €1,100
ExciteWin Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Incredibly bad casino. I've been waiting for my payout for three weeks. Anyway, it's outrageous that you can only pay out 500 euros, but on top of that, they want to see my bank statements for the last three months. Where I ask myself what the casino does to my finances and then I should confirm my identity again via a separate app that is not even available in the app store, although they already have documents from me. I think I'll get a lawyer, I feel like I applied for a loan and all I want is the money I won
Automatic translation:
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1 year ago
Dear xladylila29x,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Hello, today for the second time I submitted all my documents by email to . I haven't received any answers from email support for several days, in live chat I'm only put off that it will be forwarded to the finance department. Always get the same answer. And email I've been getting absolutely no responses or reactions for 3 days.
I submitted everything, ID card photos, proof of address, transaction statements for the last three months, and the selfie. Twice! And still no reactions 😡
Attached is a screenshot of the last email response from support.
Automatic translation:
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1 year ago
Thank you very much, xladylila29x, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Dear xladylila29x,
I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.
Dear ExciteWin Casino,
Could you please state why the player's account has not yet been verified? Is there any problem with the provided documents?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Dear Customer,
Thank you for reaching out.
Please accept out sincere apology for the verification delay.
Your account on our website is now verified.
Best regards,
ExciteWin.com
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1 year ago
Dear xladylila29x,
Could you please confirm this information?
I am looking forward to your response.
Kind regards,
Stefan
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