ExciteWin Casino - Player’s withdrawal has been delayed.

Deposited over 2k.

Won $3600

Tried to withdraw the $3600

Disbaled my account saying i needed to verify. My withdraw is now 1 week ago. 1 lady told me its $800 a day.

The next lady on chat told me $500.

I had to cancel it, upload it again and it restarts back to 3 days

Screenshots attached

Hello Kelstubrod,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ExciteWin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi i sent all the documents through yesterday licence passport bank account etc.

I don't know what else is needed as they have locked my account so i cant see. I have just recd an email today wanting them to do a skype call. Regarding verification

i have never heard of this ever. Is this normal? I have uploaded the document below.

Why wouldnt they grab verification before any betting was to proceed. It is their way of holding onto funds as long as they can

Did not rec a phone call from Skype today as per their email yesterday.

They have now close my account!!@. How can they take your money and when you win get away with it!!

Did the casino contact you after they did not call you on skype? When was the meeting supposed to happen?

It was suppose to happen the next day.

Its been 5 days and still no skype call.

I have screenshotted their email above with the date.etc.

Why is this taking so long. Its been a week now.

Hello Kelstubrod,

Please also forward the e-mail you sent to the casino regarding the confirmation of the date of the call.

I sent 2. I have uploaded both

I wander how many people have commited suicide because excitewin6 have taken peoples money. I will be sure to show the news media all arounf the world, and all social media of these screenshots from that casino and what it does to people.

Recieved this email today to upload verification on my account. How can i upload when they disabled it.

Thank you Kelstubrod for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Kelstubrod for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ExciteWin Casino for their help in resolving this complaint. We would like to know why was the player's account suspended and what can we do to help the player receive their winnings.

Thank you!

Sent through my phone bill

1 x bank statement

Another bank statement.

Exactly what they asked for and got an email today saying unsuccessful and just told me to send Exaclty what i just sent

Dear customer,

thank you for reaching out to us via this channel! We are sorry to hear about the inconvenience you experienced.

We will be looking into this and revert shortly!

Best regards,

customer support

As per screenshot. I sent it to you on the 9th july. I sent it again today also.

Attached screenshot

Dear Customer,

Thank you for cooperation.

We would like to inform you that your account on our website was verified on 25.07.2024.

Best regards,

Customer Support

Thanks. I have been paid 1 amount However, its been 6 days and I haven't recd anymore of my withdrawels.

Dear Kelstubrod, Thank you very much for the update. We will keep this complaint open until you confirm your other withdrawals have been successful. Please keep me informed about any further developments.

Dear Kelstubrod,

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.

I am waiting on. 1 more payment. It was withdrawn on the 1st and still hasnt come through.

Thats the last 1

As per screenshot there is a delay in my payment

Withdrawal is still saying pending

Withdrawel is still saying pending and its been 8 days now.

Dear ExciteWin Casino representative, can you update us on the situation with the withdrawal? When can the player expect to see the winnings paid out? Thank you in advance!

Dear all,

Thank you for your patience.

We would like to inform you that all of the customer’s pending withdrawals have been paid from our side.

Best regards,

Customer Support

Thank you very much for the update ExciteWin Casino representative.

Dear Kelstubrod, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Still nothing as of today

Still have not recd the last payment of $744 as of the 15th august.

I have finally recd my funds after 4 weeks.

I would never use excitewin6 again and willl leave negative reviews on all the other sites.

Worst casino i have ever dealt with. Am using rocketplay at the moment and the best casino site inhave used. Fast verification in 1 day withdrawels in 1 day.

Excitewin is a joke! And i hope you go bust.

Dear Kelstubrod,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter