The player from Switzerland had requested a withdrawal of 500 euros three weeks ago, but the first payout was canceled for unspecified reasons. A renewed payout request remained pending despite the player being fully verified and having made multiple inquiries. The complaint was resolved when the player received the first 500 euros payout, and it was clarified that withdrawals were limited to 500 euros at a time. The case was marked as resolved, with the player being encouraged to reach out if further issues arose.
ExciteWin Casino - Player's withdrawal request is delayed.
Amount: €500
ExciteWin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 days ago
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1 week ago
Translation
I requested my first payout of 500 euros on 11/09/24, which was then canceled for unspecified reasons. My renewed payout request on 11/27/24 is still pending despite multiple inquiries.
I am fully verified.
Automatic translation:
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1 week ago
Dear fuentes91,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you learned the reason for cashout cancelation from the casino?
- What response from support have you received regarding your current cashout delay?
- Is it an internal casino system issue, or it’s related to your account only?
- Have you accumulated your winnings with the help of a bonus?
Looking forward to hearing from you.
Best regards,
Tomas
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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1 week ago
Translation
Did the casino inform you of the reason for the withdrawal cancellation?
No
What response did you receive from support regarding your current withdrawal delay?
Always the same reassurance that they are doing their best etc. etc.
Is this an internal problem with the casino system or does it only affect your account?
Only on my account
Have you accumulated your winnings with the help of a bonus?
220 Euro bonus. The rest with or without.
I deposited 220 euros (100% bonus) on October 13, 2024 and 40 euros (without bonus) on November 20, 2024.
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5 days ago
Thanks for your reply.
We'll contact the casino and ask them for assistance, but before we do, could you please share a screenshot of your withdrawal request with the status visible?
Could you please share your recent communication with the casino regarding your delayed withdrawal? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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5 days ago
Translation
The casino finally paid out my first 500 euros today. Apparently you can't withdraw more than 500 at a time (but I never requested more than 500 euros).
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2 days ago
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Message from the player:
Hello Tomas
Thank you very much for your efforts!
As described in the forum, I received the first 500 euros today and immediately applied for another 500 euros.
Can we put the case on hold for now and see how it develops?
Thank you very much!
Kind regards
Pascal
Automatic translation:
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2 days ago
Dear fuentes91,
I'm glad to hear that at least one withdrawal was processed successfully. I will now mark the complaint as 'resolved' in our system, marking the 500€ payout as processed.
If you happen to encounter further issues, don't hesitate to contact me or request the complaint to be reopened.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
