The player from Germany requested a withdrawal and asked for self-exclusion. The withdrawal hasn't been processed yet. The player later confirmed that the issue was resolved.
ExciteWin Casino - Player's withdrawal has been delayed.
Amount: €2,000
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
2 years ago
Public
Public
2 years ago
Translation
Hello, I had my account blocked at http://excitewin.com/ on May 16th, 2022 because I am addicted to gambling.
I asked the casino to block my account and withdraw my money.
I then received an email and was asked to provide my bank details, which I did.
After that, I was supposed to verify myself all at once, which I did on May 20, 2022
I am waiting for a response or message regarding payout or verification since May 20th, 2022 7:13pm .
I no longer get an answer to email inquiries and in the chat support it is always the same please wait.
But I can't wait any longer I need my money to live please help me.
Automatic translation:
Public
Public
2 years ago
Dear NICOLEN,
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.
We also usually give casinos at least 14 days to process each payment. I will keep this complaint opened and if there is no development within this time frame, we will intervene.
In the meantime, could you please advise whether the casino has already reviewed your self-exclusion request? Do I understand correctly that your account has already been blocked?
Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hello, I was blocked immediately after I had my account blocked, that was on May 16th, 2022 , 11 days ago, the verification has already been going on for 11 days....
regards.
Automatic translation:
Public
Public
2 years ago
Awesome news, NICOLEN. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
