The Italian player had claimed to have a gambling problem and had spent €2,157 on the casino since December. He had been seeking a refund due to financial distress and self-exclusion from all Italian gambling websites. He had provided evidence of his self-exclusion from several sites within the same casino group. However, the Complaints Team had clarified that each casino operated independently, and a self-exclusion request needed to be sent to each casino individually. The player had been dissatisfied with this explanation and had accused the Complaints Team of protecting the casinos. He later informed the team that he was in private negotiations with the casino for a refund. Despite extending the complaint's timeline, the player did not respond, leading the Complaints Team to reject the complaint due to lack of response.
ExciteWin Casino - Player requests a refund due to self-exclusion.
Amount: €2,157
ExciteWin Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Hello,
Since late December, I've spent €2157. As a pathological gambler, I'm in an intense state of emotional stress due to my losses, which have been funded by money necessary for daily activities.
I've asked the casino to refund my expenses, but they've only directed me towards help centers for problem gambling, which I'm already familiar with. I have self-excluded from all Italian websites to control my gambling problem.
Please, I'm in desperate need of assistance and humanity - can you help me recover the funds I've spent so that I can meet daily needs again?
I'm really struggling and even having dark thoughts...
Thank you so much for your support.
Dear Messi992,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
Greetings,
I replied via e-mail, I also attach the screens here, I have seen that more cases like this have happened, unfortunately I am self-excluded from numerous casinos in the excitewin group, as per the attached screens, always registered with the same e-mail and everything , I ask for an act of kindness and understanding from the casino that can help me receive back my total payments of approximately €2157 (perhaps a little more) paid from 12/12/2023 to today.
unfortunately I have spent all my money that I need for daily family life and I really don't know what to do...
I trust in your help and understanding of the mess!
I sent the rest to you via e-mail, the whole story that I am self-excluded from 4 sites of the same group (Powbet, playzilla, rabona and sportaza) also the request to casino support (I had the amounts wrong in the email, I am in a state of confusion, be patient)
all the sites mentioned I was signed up and self banned from the same email address.
Thanks for the support
Greetings,
Attached is the proof that I have excluded myself from 4 sites of the Estolio group (of which the Excitewin site is part).
The sites I am banned from are Powbet, Rabona, Playzilla and sportaza.
(Email with pdf file now forwarded to your Petronela email address).
please I trust you at Casino Guru and the Excitewin team to get back my €2200 paid from December 12th to yesterday 06/01z
I really need it, my financial situation is really bad and I'm in an absolutely unhealthy psychophysical state.
Have a good evening
Hi Petronela, have you seen my emails with everything written?
that in addition to the Italian sites I am excluded from numerous sites of the same excitewin casino group, the more I search the more I find sites of the same group from which I am self-excluded due to gambling addiction.
please help me get my money back, I really need it.
A thousand thanks
HI,
in the meantime I discovered I had self-banned for gambling addiction also by great win casino and amunra, (same group)
please could you also update the description of the complaint because with the evidence provided it is no longer only on Italian sites but also from numerous sites in the excitewin group where they stated via chat that they shouldn't have signed me up on any other site in the group..
please try to help me find a solution with this company, they don't respond to my emails, you certainly have more contacts to help me.
A thousand thanks
Hi Messi992,
I acknowledge that you initiated self-exclusion from several websites.
- Could you clarify whether you specifically contacted ExciteWin Casino to request self-exclusion and if they disregarded your request?
- Furthermore, I've observed that your ExciteWin Casino account should be currently blocked, is that accurate?
It's crucial to emphasize that your prior self-exclusion from another online casino is not directly relevant to this specific case.
For any future references, please use the following template:
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings ExciteWin Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Dear Petronela,
I don't know if you saw my 20 emails or pretend you didn't see them,
I proved to you that I was self-excluded from 6 sites owned by Estolio / Rabidi Nv.
if you had noticed my emails you would have seen that they state that I should be self-excluded from all Rabidi/Estolio sites.
casinoguru you are ignoring my request and going around it, I am self-banned for gambling addiction from the sites of the same group.
you rate these sites with ratings of 8+, you have not updated the complaint discretion correctly, I know how to self-ban from sites via chat or email and it is 100% legal.
reply Needless to extend the time for another 7 days without even having read my emails, I kindly ask you to carefully review this complaint.
you rate these sites 8+ when really your entire community is complaining about this group.
The only way I have is to pursue the case legally in Italy and ask why you have the responsible gaming emblem on your site when you ignore the request of one of your users.
I understand that you provide a free service and I am fully aware of it, but I would appreciate it if you were on the side of the player and not the casino,
I kindly urge you to talk to the casino with which you have excellent relations and try to find a fair and dignified solution for all parties.
If for you it is just my problem of not having self-banned for gambling addiction before the loss then you should review your policy regarding this issue and I will try in every possible way to contact the Italian ADM and explain the situation because you are their affiliates.
I tried multiple ways to explain to resolve the issue in private email, I wrote to everyone in your office and no one really helps me.
I kindly ask you for a quick response and not to wait another 7 days for a useless response just to extend the time.
ps can you update the description of the complaint please?
You wrote :
"It is crucial to highlight that your previous self-exclusion from another online casino is not directly relevant to this specific case."
I want to ask you, have you seen my pdf file that I sent to you via email on 01/07/2024 at 00:29?
specifically from page 1 to page 9 where Playzilla clearly states that I should have been self-excluded from all the group's sites!
this is absolutely not a battle against you Casino Guru team, I appreciate your help and I ask you for a solution with the group that manages these sites.
They also point out again that on all sites there is this note in the contract in the terms and conditions:
1.4 Unless otherwise defined, all references in the Terms to "we", "us", "our", "Company" refer to the company operating the Website, while references to "customer", "you", "your" refer to the person using our Website and accepting the Terms.
Despite this evidence, will you side with the victim or the perpetrator?
Thank you all
I just tried to sign up to Nomini Casino in the same group and I can't do it because it gives me this message the block has now been activated on all their sites in the group after I lost €2200 and you are agreeing with them... dear excite win mess you show up to give an answer and give me my money back????
Hi Messi992,
I have thoroughly reviewed all 14 forwarded emails you provided, and unfortunately, I couldn't find any information that would support your case. It's important to comprehend that even if you believe that a self-exclusion from other casinos in the past should extend to ExciteWin Casino, they operate independently. To ensure protection on their platform, you must send a separate self-exclusion request directly to them. We lack the grounds to intervene, as they are not part of any "group of casinos," and based on our information, they do not share a player database with any other casino.
I understand this may not be the desired outcome, but regrettably, there is limited action we can take.
In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
That being said, go ahead and protect these criminals.
you know very well that they are the same Rabidi Bv group, same mafia and all the casinos have the database under the same company.
I appreciate your support, feel free to close the complaint as unjustified… but you are not helping the players but protecting the criminals!
Thanks and good job
hi, wait to close the case please... I'm in private negotiations with the casino for a refund, I'll update you
Thank you
They offered me €500,
I asked for €1500.. I'm still waiting for the answer.. thanks
Hi Messi992,
I comprehend why there might be an assumption that the same owner implies the same "casino group." However, it's not always sufficient to link casinos and anticipate the sharing of players' databases.
Despite this, I am hopeful that some of your lost funds might be returned to you, even if it doesn't result from our intervention but rather as a goodwill gesture from the casino.
Kindly keep me informed of any updates.
Dear Messi992,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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