The player from Germany had his account suddenly disabled by the casino after he attempted to cash out 800 Euros, a portion of his total winnings of 3,300 Euros. The disabling of his account was not accompanied by any explanation or notification. After the player had reported the issue, we had reached out to the casino for clarification. The casino had responded by stating that the account was undergoing a routine check. After three weeks, the player had informed us that his account was reactivated. We had subsequently marked the complaint as 'resolved'.
ExciteWin Casino - Player's account disabled unexpectedly.
Amount: €3,300
ExciteWin Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.2
ExciteWin Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
11 months ago
Translation
Hello, I have been a member at the aforementioned casino for quite some time, and up until now, I have not had any problems. However, yesterday I deposited approximately 1500 Euros and won nearly 5000 Euros. I reinvested some of it, ending up with about 3300 Euros in my account by the end of the day. I then cashed out 800 Euros, as per the casino's daily transaction limit. When I attempted to log in later that evening, I received an alert stating "the user has been disabled by the administrator." Simultaneously, I received an email stating that my payout had been canceled without any substantial reason provided. Furthermore, I was not given any information about why my account was disabled. For your reference, I won around 6000 Euros last week and was able to cash out 800 Euros without any issues. As one might expect, the rest was eventually gambled away. However, that's not the issue at hand. What I'm struggling to understand is why my account was disabled without any notification or explanation. From my perspective, there isn't any reason for this action as I believe I've done nothing wrong, and I certain haven't breached any rules. I was hoping you might be able to shed some light on this issue for me. Unfortunately, I'm unable to contact the live chat as it appears to only be accessible if one is logged in. I have sent an email, but their response times are quite slow, if they respond at all.
Automatic translation:
Public
Public
11 months ago
Dear ronnerhh36,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
Public
Public
11 months ago
Translation
The account was successfully verified and opened approximately one and a half to two years ago. There were also a few withdrawals in between, without any problems. I played slot machines, preferably Gamomat, until shortly before the closure. I didn't have a bonus either, I generally don't accept something like that.
Automatic translation:
Public
Public
11 months ago
Thank you very much, ronnerhh36, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
11 months ago
Hi ronnerhh36,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite ExciteWin Casino to join the conversation and contribute to the resolution of this complaint.
Public
Public
11 months ago
Translation
Hello, yes of course you can contact the casino, I wrote to them in the chat, but unfortunately you get kind of brushed off, apparently no one there really knows why, only that my account is being checked, that's probably the case with them, but everyone writes something different. I was supposed to get an email, I've been waiting for it for almost 7 days now, and there was no response to the email I wrote to them. I find the bottom drawer which they pull off with one.
Automatic translation:
Public
Public
11 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
11 months ago
Translation
Hello, first of all, thank you for taking care of this, but I think it won't lead to anything, they'll sit it out, I asked several times in the chat at the beginning of last week and always got the same answer, "my account is routinely checked, and I I get an email that I've been waiting for for 2 weeks now. Now I can't even get into the chat anymore. I'm pretty sure that I can get my deposited money and with it my winnings. Are there any other ways I could get my money? I will rate this casino on all platforms, and if necessary with all evidence and screenshots of communications between me and the live chat, so that everyone knows that this casino withholds funds, does not pay out winnings and simply closes accounts if you win too much!! ! I've played in a lot of casinos, but I've never experienced anything like this, it's absolute fraud!! Can you please tell me platforms where you can rate casinos?? Thank you
Automatic translation:
Public
Public
10 months ago
Hi,
Thank you for reaching out!
We would like to inform you that the account in question is undergoing a routine check. We will keep you updated when we have any news.
Thank you for your patience and sorry for the inconvenience.
Sincerely,
Excitewin administration
Public
Public
10 months ago
Dear ExciteWin Casino team,
We are looking forward to hearing more about the issue.
Public
Public
10 months ago
Translation
So far it's been three weeks for a routine account check, and still no end in sight?? And that without an email, information, announcement or anything like that?? That is not how it works !!! And then shortly after you win something?? This is all pretty unbelievable!!
Automatic translation:
Public
Public
10 months ago
Dear ExciteWin Casino team,
Has there been any news regarding the issue?
Public
Public
10 months ago
Translation
Hello, I just tried to log into my account at ExciteWin again, and it actually works again from today, so it was activated again after three weeks. First of all, thank you very much for your help Casino Guru Team.
Automatic translation:
Public
Public
10 months ago
Thank you ronnerhh36 for the update. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, ronnerhh36, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Peter
