HomeComplaintsExciteWin Casino - Player's withdrawal is delayed and remains pending.

ExciteWin Casino - Player's withdrawal is delayed and remains pending.

Amount: €303

ExciteWin Casino
Submitted: 20 Dec 2024 | Resolved : 20 Jan 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Germany had requested a withdrawal of 303.85 euros from Excitewin Casino on December 10th, but after 10 days, the funds remained in a 'pending' status with no updates provided. Despite reaching out daily, he received the same generic responses without resolution. After extensive communication and document submissions, including proof of address and identity verification, the player finally received his winnings after 37 days. The issue was marked as resolved by the Complaints Team, who facilitated the resolution process.

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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:
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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.

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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.

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Dear thomaslissyldd,

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.

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Translation

Hello,




Even after 14 days, no new information. I chat every day and every day I'm told the same thing: that I don't have to worry, it won't be long now, etc. etc.




14 days have now passed without me seeing a cent.




Would you please help me now??



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Update:


Even on December 27th, after 17 days, no news.


Chat says again today that the finance department will process the payment soon. Please be patient. Yes. How long? 3 days, 7 days, another 17 days?


It's crazy what a place this is. I can only strongly advise everyone not to pay a single cent there.

Automatic translation:
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Dear thomaslissyldd, have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Is the withdrawal request still pending?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

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Translation

Hello,


I can't confirm that because there was no requirement for documents. I specifically asked again in the chat today whether I should send any documents for verification, the answer was no, no documents are required so far.

Yes, it's still pending. I was in the chat again today.


I will send you the latest screenshots of the chat communication to the email address.

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Oh, this is my first withdrawal in this "casino"

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Update:


Still no money or any information from the casino. Day 24

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Update:


Still no money. Still no information. No email and nothing. Can someone please help me get my money? It can't be true that this casino is rated so highly? I hope lots of people read this and are warned. Don't deposit anything there!

Automatic translation:
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Thank you very much, thomaslissyldd, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

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I thought I already had someone who would take care of it? Now it's another colleague who wants to take care of it? I haven't received my money for a month. I sent my colleague all the screenshots of the casino and myself and now I'm getting someone else?


I'm starting to get the feeling that we're somehow working together here...

Automatic translation:
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Hello, thomaslissyldd! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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Hello,

thanks for reaching out to our support via Casino Guru.

We are looking into this and will revert soon.


Best regards,

Excitewin Support

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Dear thomaslissyldd,


We would kindly request to provide us:

1. a selfie with your identity card AOS

2. a proof of address

3. a transaction history of Mifinity for June in order to complete your account verification and subsequently, the withdrawal.


Thank you in advance.


Kind Regards,

Customer Service

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Congratulations for getting this done when a platform like this has to take care of it.


Just once more. For clarity:


I was in your chat every two days and NO ONE could give me the information that my account needed to be verified. On the contrary, when I asked about verification, they said, no, no, we don't need it.


So ridiculous! I will upload the data tomorrow at the latest. I ask Casinoguro.com to leave this case open until the money is actually in my account. I am afraid that once I send in my documents the whole process will drag on like chewing gum.


Because of 300 euros!

Automatic translation:
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thomaslissyldd, do not worry, we will hold this case opened as long as needed. Let us know then how your verification will go!

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@excitewin




Can you please tell me how I can get a statement of my Mifinity account? There is no way to request a statement via the website. I can't find anything from June 24th in the most recent transactions either.




2nd question: Why do you need a bank statement from my Mifinity account? I deposited money via crypto!?




3rd question: You want a selfie with ID in hand and your website in the background. Could you please explain to me how I can do this without a computer? I had my iPad held in the background and your fantastic website is visible. Let's see if that's enough.




4th question:




When will the verification of my previously uploaded documents take place? Will this take several weeks again?

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Hi thomaslissyldd!

I have received a copy of your e-mail to the casino, thank you for providing all documents in a timely manner!


ExciteWin Casino, please, let us know if all documents meet the requirements and if anything else needs to be done.

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Dear @thomaslissyldd,

We would kindly request to provide us:


  1. a selfie with your identity card AOS
  2. a proof of address
  3. a transaction history of Mifinity for June in order to complete your account verification and subsequently, the withdrawal.


Thank you in advance.


Kind Regards,

Customer Service

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No! I can't send a mifinity history because I don't have access to it. I've already sent an email to your support.


I don't know if your left hand doesn't know about your right hand. My account is now only open:


proof of address


By the way, I uploaded it twice, but it was always rejected. Bank statement and internet.

Now I've tried again with 4 other PDFs. Let's see what happens.


So,


According to my account, only proof of address is required. I uploaded it again today. Let's see if it gets rejected again.


By the way, today is the 36th day after payment 🤣

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New update from the Komödien Stadl:


After 1 week I am now verified!


In the chat I was told that I now have to wait 3 working days because the payout period starts again 🤣🤣 it's not like I've been waiting since December 10th🤣


So now I have to wait another 3 working days until someone actually touches my payout and then we'll see what happens.


I will give further updates as soon as I know something new.

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Update:


The 303 euros were actually paid out as crypto this morning and are in my wallet. What a miracle!


37 days!


The case can therefore be closed.

I would like to thank the team at casinoguro.com. I think without you they would have taken even longer.


For other users and players:


Stay away from these casinos. If they pay out at all, they only pay out after a lot of pressure, patience and a long, long time. Save yourself the hassle and don't pay a single cent there. Something like that is absolutely dubious these days and such operators must disappear from the market in the long run.


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Dear thomaslissyldd,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel Kaczynski 

Casino.Guru 

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