ExciteWin Casino - Player's approved withdrawal has been delayed.

I made a withdrawal on September 10, 2023. On the same day, I received an email saying that the withdrawal had been approved. The casino's promised payment schedule of 3-5 business days passed, and the money did not arrive so I sent a message via live chat. In response, they told me the delay was due to an issue with my bank. I have demanded documentation showing what account the casino had transferred the payment to, but I was told in the live chat that such documentation wasn't available. Consequently, they transferred the issue to their finance department. After countless live chat contacts and sending emails, they requested my bank statements for the last three months. Several days after sending them, they still requested one additional statement. I sent it, but heard nothing back for several days. I checked in with live chat and was instructed to RESEND MY BANK STATEMENTS?! And only after I had sent them, I was asked to notify them through live chat. I did as instructed but have received no response. Yesterday, I visited the live chat again and was promised that my issue would be the first in the queue for urgent cases and would be addressed by the finance department as soon as they start their workday. Predictably enough, I have received no updates. Each time I confronted their customer service operation through chat, my "casino session" was mysteriously concluded- meaning I was kicked out and had to log back in again. It's nearly been a month since my withdrawal was approved and nothing is being done about it!!!

Dear lydeliini, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Please understand that casinos usually request bank statements dating for the last 3 months, so that might be the reason why you were asked to send the most recent one.

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, 

Veronika

Dear lydeliini,

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.

Hey!

So I have delivered all the bank statements twice. 26.9. they asked me for one more bank statement. I sent it right away! 2.10. I went to chat to ask about the situation and they told me to put the bank statements again, and I put them right away. The account statements are in the correct format and completely legible, I have sent similar ones to many other casinos and there has never been a complaint that they were in the wrong format. I have responded to their few emails as soon as I have seen them, usually within a couple of hours of their arrival, I check the email several times a day. I asked again yesterday about the situation in the chat, and they had no answer. I was lied to again when I was told earlier that the finance team will deal with the matter as soon as they come to work, now more than a week has passed. I also asked in the chat if I need to confirm my account (the profile showed the text "your account does not require confirmation") and the answer was that I don't need to. The chat customer service person in question even recommended that I do not upload any more documents at this stage, so that the processing of the matter will not be delayed any longer. This casino has by far the worst customer service. At no other casino has it taken longer than a few days to process such matters. I think it is unreasonable to make the customer wait for more than a month, and not respond to contacts or give any information about the situation.

And to add, yes, all bank statements have been sent for three months.

Thank you very much, lydeliini, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear lydeliini,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an ExciteWin Casino representative to join this conversation and participate in resolving this complaint.

Dear ExciteWin Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hey!

Thanks Stefan and Veronika for your help! My withdrawal still hasn't been paid despite the promises and I'm starting to get really angry at the casino's behavior!

Dear all,

Thank you for reaching out to our customer support!

Please be informed, that we have sent the transaction reference number to the customer via email.

We encourage you to verify the transaction with your bank, using the provided reference number, since the withdrawal has left our system with success.

Let us know if there are any updates from the bank, so that we can assist further.

Best regards,

ExciteWin Customer Support

Dear lydeliini,

Could you follow the casino's instructions and let us know once you do that?

Thank you very much in advance for providing the information.

I am looking forward to your response.

Kind regards,

Stefan

Dear lydeliini,

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.

Hi Stefan!

With your help, the casino finally paid my withdrawal! I will no longer play at that casino because I don't want to risk this happening again. Thank you for your help, I don't think I would have ever received my money without your help!

Dear lydeliini,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan