The player from Germany requested a withdrawal of 303.85 euros from Excitewin Casino on December 10th, but after 10 days, the funds remain in a 'pending' status with no updates provided. Despite reaching out daily, he receives the same generic responses without resolution.
ExciteWin Casino - Player's withdrawal is delayed and remains pending.
Amount: €303
ExciteWin Casino
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Case opened
Current status
Waiting for player to reply
3d 13h 38m 27s
Case summary
10 hours ago
Public
Public
12 hours ago
Translation
On December 10th, I requested a withdrawal of 303.85 euros from Excitewin Casino. I had made my deposit via crypto payment and wanted to withdraw in the same manner.
I did not receive a bonus on my deposit.
I was not asked to submit any documents, nor did I have the opportunity to do so.
The 303.85 euros were visible under withdrawals for about 5 days, allowing for the possibility of cancellation.
I did not cancel, of course.
Starting from the 5th day, I visited the chat daily because I was initially informed that withdrawals took 3 to 5 days.
After 5 days, the withdrawal was no longer cancelable but was hidden under transactions marked as "pending". It has remained like that until today.
Unfortunately, 10 days after my withdrawal request, nothing has happened. I hear the same thing every day in the chat...
"I'll forward it to the relevant department. It really won't take much longer. Rest assured, you'll receive your money. Blah blah blah."
It is literally the same thing every day.
How can such practices still exist in today's world? 10 days is just ridiculous, and I really hope you can help me!
Automatic translation:
Public
Public
10 hours ago
Dear thomaslissyldd,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
10 hours ago
Translation
Hello and thank you for the quick response.
Well, I don't think 14 days is a reasonable time for a payout, but there are probably different opinions on that.
Luckily, there are only 4 days left. Then I'll have the 2 weeks behind me.
Verification is not possible and not desired, so it is not possible for me to verify myself.
I will let you know again in 4 days.
Thanks.
Automatic translation:
thomaslissyldd has 3d 13h 38m 27s to reply
