ExciteWin Casino - Player’s winnings were confiscated.

Hello. I ask for help in solving problems with the casino. I registered in this casino on January 6th. Made a deposit of 22 euros. Managed to get a bonus. I have completely wager this bonus. After that, I wrote to the support service asking if I can withdraw my money. The casino support service confirmed that the withdrawal was approved for me. January 11 created a request for withdrawal of funds.

On January 12, I receive a letter that I have violated clause 9.1.

This paragraph contains several subparagraphs, what exactly from this I violated is not clear to me. Everything that was listed there does not apply to me in any way. I contacted the casino support with this question. But they don't answer me anymore. And I was only promised a refund of my deposit

This is my first withdrawal. Previously, I did not withdraw

The casino did not request my documents for verification, I am ready to provide all the necessary documents

It is not clear to me what exactly I violated and for what reason my account was closed

Dear kamron,

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 might better understand the situation.

Do I understand correctly the disputed amount value refers to the amount of winnings that were confiscated? Could you please explain which games did you play in the casino? (slots, live games, multiplayer)

I’ll look forward to your reply.

Best regards,

Tomas

Hello, Tomas

I made a deposit of about 22 euros. Then my account balance was 79 euros. And I wanted to take it out. And I was promised to return only my deposit. The casino can't even refund my deposit.

I bet on sports and played live casino (baccarat)

Thank you for the reply, kamron.

According to one of the screenshots, the bonus required you to wager the bonus in the casino section and not in the live games section and sports.

Could you explain what's preventing the casino to return your deposit?

I'll look forward to your reply.

Hello, Tomas

I received a completely different bonus, a sports betting bonus. There, the main conditions for receiving a bonus were a deposit, a bet, then they give a free bet. Free bet winnings must be wager three times. I wagered three times. I even wrote to the support service asking if I can withdraw my money, they replied that I can withdraw my money. That's exactly what I did. The next day I received an email that my account was blocked.

Dear Kamron,

Please understand that if you placed bets on sports betting due to you receiving a sports-betting bonus and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Please let me know if I overlooked information before I reject your complaint due to it being sports-betting related.

Dear Tomas,

I did not only bet on sports there. I also made bets in live casinos and played slots there. And I won money in live casinos and slots. And after I tried to withdraw the money won after the live casino and in slots, the casino blocked my account. And it became unclear to me for what reason I was blocked, where I made a mistake in a live casino or in slots.

My complaint is more related to the lack of desire of the casino to give an explanation for what reason they closed my account and why my winnings were not issued to me.

Thank you for the explanation, kamron.

I have to warn you that if it turns out the reason why your winnings are confiscated is related to your sports-betting activity, we will be forced to reject your complaint.

I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear, Tomas

My problem was solved. Please close my complaint. Thank you for your service

Dear kamron,

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,

Adam