The player from Germany submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The casino has not responded to the complaint, and it was closed as "unresolved".The complaint was reopened, the play was paid and the complaint was closed as "resolved".
ExciteWin Casino - Withdrawal of player's winnings has been delayed.
Amount: €1,600
ExciteWin Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello Casino Guru Team!
I signed up at Excite Win online casino on 12/22/22. From my first (small) deposit of 75 euros (via Cash to Code credit) I quickly played my way up to currently around 1,600 euros (also still open bets worth 200 euros).
I wanted to create a payout for the first time on Wednesday, 12/28/22. I was then informed that the payment can only be made via the selected deposit method. After it was not possible to pay out via CashToCode, I deposited 10 euros via my credit card. I was then able to successfully create a payout. Unfortunately, I was not able to request a payout of 1,200 euros, only the maximum of 500 euros, but I thought "better than nothing for now". The withdrawal request was subsequently denied on Friday 12/30/22 without justification. After I sent a message to support, I was told there were "technical problems". A renewed withdrawal request from 30.12. Customer support rejected me again:
Peter (ExciteWin)
Jan 1, 2023 at 11:29 am EET
Hello Fernando,
Thank you for contacting our Excitewin Customer Service.
We would like to inform you that your withdrawal request could not be processed successfully.
To process another withdrawal request for you, please follow the instructions below:
Submit again and it will be processed.
If you have additional questions, contact us via email support@Excitewin.com or via live chat.
Kind regards,
Customer Service Excitewin.com
Again, no reason is given here. I am happy to share with you all the communication I have had with support so far in the attachment. (I can no longer attach the last message with the renewed rejection due to the maximum attachments of 5, but I inserted the text above)
I would be happy if you could help me with this problem. The casino does not seem to be completely reputable.
Thank you in advance and best regards
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1 year ago
Dear Ferdace,
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 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,
Complaints Resolution Center
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1 year ago
Translation
Hello Casino Guru Team!
Maybe I misunderstood or chose the wrong category. As can be seen from the attachments, this is not a "late" payout, but rejected payout requests without a reason given and without instructions on how to pay out my money. I have already asked if documents are required for verification, but it I was told that I can simply withdraw via the deposit method.This has now been proven to be rejected several times, as already mentioned, without giving a reason.
As a result, I ended up with you and hope for support. After my payouts are not "open" but were "rejected" after a few days without reason, it doesn't help me to wait another 14 days. Declined withdrawal requests will not be in my account in 14 days.
Many greetings
Fernando
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1 year ago
Thank you very much for your reply, Ferdace. Do I understand correctly that you have not provided documents to verify your identity yet? Have you accumulated your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
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Hello!
Thank you again for the support! I've just sent the details and more screenshots by email to the specified email address.
I'm glad to hear from you!
Many greetings
Fernando
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1 year ago
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Hi!
I wanted to ask how to proceed?
What is waiting for?
This is pure harassment what the casino is running here and nothing else...
My last payment request from 4.1. more than 500 euros was "finally" rejected again today... now for the 4th time in a row without justification...
I'll email the screenshot again.
Many greetings
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1 year ago
Thank you very much, Ferdace, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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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1 year ago
Dear Ferdace,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite an ExciteWin Casino representative to join this conversation and participate in the resolution of this complaint.
Dear ExciteWin Casino,
Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
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Hello, everyone!
First of all, many thanks to Kristina for the help!
Thank you also for taking over Stefan! I hope you can successfully support me!
After the payout was only rejected again yesterday, I did not create/request it again. The 500 euros are now simply on the player account. Can I create the payout again? I'm just waiting for instructions from you.
Thanks again and best regards
Fernando
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1 year ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Dear Ferdace,
Did you manage to request a withdrawal?
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Translation
Hello Stefan!
I've "requested" a payout more than once... but never with success. Nothing has changed about that either.
Did you get a statement from the casino?
Many greetings
Fernando
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1 year ago
Dear Ferdace,
I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.
In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. Moreover, the license is not verifiable on the casino's website, it is only mentioned on the website, without placing any license validator there, which means the casino may have no valid license at all.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
In case you need any help, please contact me at stefan.m@casino.guru.
Best regards,
Stefan, Casino.Guru
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1 year ago
Dear Ferdace,
We’ve reopened this complaint at the request of ExciteWin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear ExciteWin Casino,
Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Dear Customer,
Please accept our apology for the late reply.
We would like to inform you that, unfortunately, the withdrawal request was canceled due to technical issues on the payment provider side.
In order to proceed, we would like to kindly ask you to create a new withdrawal request using a different payment method, such as Bank Transfer or an e-wallet.
We will make sure to check your withdrawal request with priority once you submit it.
Best regards,
ExciteWin.com
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1 year ago
Translation
Hi!
Nice to hear from you. I'm curious now.
Mysteriously, I found the following:
- someone deposited 30 euros into my player account a few days ago (see screenshot) - it certainly wasn't me (so the balance is now 530 euros)
- If I now want to request a payout, the message comes up that the deposit amount must be converted at least once before a payout (see screenshot). I assume that this means the 30 euros that inexplicably appeared... I have already used the 85 euros I paid in many times over.
- I have concerns after the course of events so far and my experiences - who knows what will happen if I use these 30 euros for free...even if the credit is only shown as "Actual credit" and NOT as a bonus (see screenshot). So whoever deposited those 30 euros into my player account, I would have liked to have deleted that transaction and just cashed out my 500 euros! As mentioned and as can be seen on the screenshots, I cannot request a payout without a stake (of whatever amount).
- I also discovered that the URL is no longer "excitewin.com" as it was in the beginning, but now says "excitewin125610.com" as shown in the screenshots. Maybe that's not important, but I prefer to look at all the details now and don't want to withhold them.
So dear ExciteWin Casino, WHAT do I have to do now so that I can get my 500 EURO paid out to me?
My suggestion:
If you just want to be a little trustworthy and want to improve your image, then contact me privately via email (is stored in the player account) and ask for my bank details and transfer the 500 euros directly to the account without me having to go to the 7th (? ) Sometimes I have to apply for a payout where there is a risk that it will be rejected for no reason or that some mysterious transaction must first be "turned over once" before I can even apply for a payout again!
That would be the least you could do for all the inconveniences.
If all of this works, I will adjust the rating here a little and withdraw my complaint to the Curacao Gaming Authority.
Thank you in advance for the feedback.
Kind regards
Fernando 
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1 year ago
Translation
Hi!
Just as I was about to check the status, I found that the third attachment (a screenshot of the mysterious deposit) appears to have failed to upload successfully.
So here's another try.
Many greetings
Fernando
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1 year ago
Dear ExciteWin casino,
Could you please respond to the player's messages? Thank you very much in advance.
Kind regards,
Stefan
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1 year ago
Dear Customer,
Thank you for your message. We would like to inform you that the 30 EUR you mentioned is a win from a tournament that was credited to your account automatically. It has no wagering requirement. We have sent you an email request to get your bank info in order to perform a bank transfer.
We will make sure to action it as soon as we receive a reply from you.
Thank you in advance!
Best regards,
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1 year ago
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Hi!
Thank you for your message.
I have just sent the required details with a request for reply as to when I can expect the transfer.
@Stefan: I will let you know if/when the money has been received.
Thanks for the support!
Thanks and best regards
Fernando
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1 year ago
Dear Fernando,
Thank you very much in advance.
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
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Hi!
Good news - the money has been received.
Thank you @CasinoGuru for the support!
I will take into account in my reviews that the money was paid out after all.
Many greetings
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1 year ago
Dear Fernando,
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.
Best regards,
Stefan
