The player from Italy is not able to withdraw his winnings. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
ExciteWin Casino - Player's struggling to withdraw his winnings.
Amount: €1,187
ExciteWin Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I have always deposited safely with Mastercard and now with a balance of 1187€ I cannot withdraw and I have been refused the withdrawal.
Automatic translation:
Public
Public
1 year ago
Dear andreamarco96,
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. Do I understand correctly that you are not able to withdraw your winnings via Mastercard? Have you tried using any alternative withdrawal methods?
Have you made any successful withdrawals before?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
1 year ago
Translation
Hello kristina, they refused me the withdrawal via Mastercard. It's the first withdrawal I've tried to make.
I tried again with another method, namely with a Bitcoin wallet and waiting for the response from the finance department.
Automatic translation:
Public
Public
1 year ago
Thank you very much for your reply, andreamarco96. Please, keep us updated about the new withdrawal via Bitcoin.
In the meantime, could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Public
Public
1 year ago
Translation
good morning Kristina, the withdrawal was made via bitcoin and the money arrived in my wallet. Thanks anyway for your answers!
Automatic translation:
Public
Public
1 year ago
Dear andreamarco96,
I'm glad to hear that you have received your winnings. 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
