ExciteWin Casino - Player's asking for a deposit refund.

Hello dear Gurus,

I am not entirely sure about the disputed amount but it would be somewhere along these lines.

Back in 2021, I sent an e-mail to a large number of casino websites and/or groups, asking me to be self-excluded and banned from their sites due to a gambling problem.

One of these sites was Wazamba, belonging to the Estolio Group. I was effectively banned from that website and GreatWin, belonging to the aforementioned group, in 2022.

However, in March 2023 I was able to register on ExciteWin and Posido, belonging to the Estolio Group. I was able to then deposit substantial amounts of money to both websites, before noticing they belong to a group I had a self-exclusion with. Posido supplied me a full refund of my deposits, but for some reason, ExciteWin refuses to do so. Please help me, as I know I am entitled to the refund; knowing that a sister casino already provided one.

Dear yoyeli,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling Section and I found this:

"Self-exclusion request: you can contact Support Service Team via e-mail: support@excitewin.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;"

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested a self-exclusion from ExciteWin Casino directly?

Looking forward to hearing from you.

Thank you very much in advance for your reply.

Best regards,

Kristina

They agreed to pay - this is resolved! Good on them

Dear yoyeli,

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.

Best regards,

Kristina

Casino.Guru