The player from Lower Saxony had struggled with Excite Win Casino. When he attempted to withdraw 500 euros of his winnings, the casino claimed he had violated terms and conditions by using a bonus without a deposit and canceled his withdrawal. The player confirmed that the funds had been re-credited back to his account, but he lost them while gambling. We had concluded the complaint as resolved since the casino had re-deposited the funds back to the player's account and the player had confirmed the same.
ExciteWin Casino - Player's withdrawal was denied on the basis of bonus terms.
Amount: €500
ExciteWin Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
Hello, I registered at Casino Excite win on September 24th, 2023. And deposited 21 euros, then I asked support to credit me with the welcome bonus of 100% + 200 free spins. Support complied with the request.
I then won 1000 euros during the day and wagered the bonus 40x as prescribed.
I requested a payout of 500 euros and gambled away the other 500 euros.
When I asked today, September 25th, where my money was, I was told that I had violated the AGS because I had used a bonus without a deposit and my withdrawal of 500 euros was canceled. Even after pointing out several times that I didn't use a no deposit bonus, but only used the welcome bonus, the casino refused. I took all the screenshots that prove that I did everything correctly and properly and that the casino is trying to cheat me.
I hope you can help me because the casino is making me stubborn.
Sincerely
Timo *****
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Dear Kingeckrim,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ExciteWin Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Do you have access to your bonus history? Is the welcome bonus the only bonus credited to your account?
If you could please forward me the correspondence you received from the casino with the specific accusations the casino used. Post the information here or send it to my email at tomas@casino.guru
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.
Best regards,
Tomas
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7 months ago
Thank you very much, Kingeckrim, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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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7 months ago
Hi Kingeckrim,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite ExciteWin Casino to join the conversation and contribute to the resolution of this complaint.
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6 months ago
Dear Customer
Thank you for reaching out to us.
We sincerely apologize for the inconvenience, however the amount was re-credited back to your balance and since you used them in playing games, there are no remaining funds to be withdrawn.
Moreover, your account was closed on your request.
We hope this clarifies the situation and we consider the case resolved.
Best wishes,
Excitewin
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6 months ago
Thank you ExciteWin Casino team for clarification.
Dear Kingeckrim,
Can you confirm that the funds were re-credited back to your balance and lost?
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6 months ago
Dear Kingeckrim,
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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6 months ago
Translation
Biggest scam, money was credited to my player account with support saying that I can't pay out yet. Of course I gambled everything away.
it's just a shame
Automatic translation:
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6 months ago
Thank you Kingeckrim for your confirmation and sorry to hear that you lost the funds on games. Since the money was redeposited back to your game account, the complaint will be classified as resolved. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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