ExciteWin Casino - O jogador acredita que o seu pagamento foi atrasado.

Ladies and Gentlemen

I need your help because the casino is not processing my withdrawal requests, resulting in unreasonable delays.

Specifically: I submitted a withdrawal request on May 23rd , which has not been processed as of today (June 1st). There are now three withdrawal requests in the queue , the first of which (as described above) was submitted on May 23rd. None of the withdrawals have been processed, even though the casino's policy states a standard processing time of 1-3 (maximum) business days . Since this timeframe has clearly passed, and customer service has been completely unable to help despite my multiple attempts to contact them about these issues ("We have no connection to the finance department" + "Please be patient"), I am desperately contacting you.

The problem is that I 've already reached the maximum number (3) of pending withdrawals in my casino account, so I can't yet withdraw my remaining balance. It's very important to me to be able to withdraw all my funds without any issues.

I have been a member of this casino for over 2.5 years and have made numerous deposits and withdrawals . I have never experienced any verification issues during this time. (According to the casino, "no verification of my account is currently required.")

Overall, I have lost a lot of money at this casino and can be described as a loyal regular customer.

Important: My withdrawal requests and remaining balance were accumulated through a normal deposit without an active bonus !

I would really like to continue using this casino regularly, but the extremely long payout times make me very unhappy.

Thank you in advance for your time.

Sehr geehrte Damen und Herren,

Ich benötige Ihre Hilfe, da seitens des Casinos meine Auszahlungsanfragen nicht bearbeitet werden und es dadurch zu unangemessenen Verzögerungen kommt.

Konkret: Ich habe am 23.5 eine Auszahlungsanfrage gestellt, die bis heute (1.6) nicht bearbeitet wurde. Konkret befinden sich mittlerweile drei Auszahlungsanfragen in der Warteschlange, wobei die erste (wie eben beschrieben) am 23.5 getätigt wurde. Keine einzige der Auszahlungen wurde bereits bearbeitet, obwohl laut Richtlinie des Casinos die Standardbearbeitungszeit 1-3 (max.) Werktage beträgt. Da diese Frist bereits sehr deutlich verstrichen ist und auch der Kundenservice trotz meiner bereits mehrfachen bzw. häufigen Kontaktaufnahmen wegen dieser Probleme überhaupt nicht helfen kann („Wir haben keine Verbindung zur Finanzabteilung" + „Bitte gedulden Sie sich weiterhin"), wende ich mich hiermit verzweifelt an Sie.

Problematisch ist auch, dass ich in meinem Casino-Konto bereits die maximale Anzahl (3) an ausstehenden Abhebungen erreicht habe, sodass ich mein Restguthaben auf dem Casino-Konto noch nicht auszahlen lassen kann. Es wäre mir sehr wichtig, einfach alles an Guthaben ohne Probleme auszahlen zu lassen.

Ich bin bereits seit mehr als 2,5 Jahren Mitglied in diesem Casino und habe auch schon zahlreiche Ein-und Auszahlungen vorgenommen. Probleme bezüglich einer Verifizierung gab es innerhalb diesen langen Zeitraums nie. (Laut Casino ist "im Moment keine Überprüfung meines Kontos erforderlich")

Insgesamt habe ich schon sehr viel Geld bei diesem Casino verloren und kann als treuer Stammkunde bezeichnet werden.

Wichtig: Meine Auszahlungsanträge + das Restguthaben wurden durch eine normale Einzahlung ohne aktiven Bonus angesammelt!

Ich würde wirklich gerne weiterhin dieses Casino regelmäßig nutzen, aber die extreme Auszahlungsdauer macht mich sehr unglücklich.

Vielen Dank im Voraus für Ihre Zeit.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear WilliamsSimzz,

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

Dear WilliamsSimzz,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for your reply and your time. I greatly appreciate your support.

Yes - fortunately, payments have already been made and I have received them in my bank account.

However, there is still approximately €6000 outstanding, which I would like to withdraw from my casino account.

Due to the casino's restrictions, I can only make withdrawals in increments of €500, and there can be a maximum of three withdrawals in the queue at any one time. Unfortunately, the casino is quite slow with these processes, and sometimes they're faster, sometimes slower. Sometimes two withdrawals are successfully processed in one week, and the next week nothing happens at all (zero withdrawals). It really varies a lot.

I'll wait and see what happens next week (starting tomorrow) regarding my outstanding payments.

Of course, I will keep you informed and provide updates!

Best regards

Liebe Karla,

Danke für Ihre Antwort und ihre Zeit. Ich schätze Ihre Unterstützung sehr.

Ja - es wurden glücklicherweise bereits Auszahlungen durchgeführt und ich habe diese auch auf meinem Bankkonto erhalten.

Es stehen allerdings noch ~6000€ aus, die ich mir gerne von meinem Casino-Konto auszahlen lassen möchte.

Ich kann aufgrund der Vorgaben des Casinos jedoch nur Auszahlungen in maximal 500€-Schritten vornehmen und davon dürfen sich maximal 3 in der Warteschlange befinden. Leider lässt sich das Casino hier viel Zeit und es geht mal schneller, mal langsamer was die Bearbeitungsdauer betrifft. Manchmal werden in einer Woche zwei Auszahlungen erfolgreich bearbeitet und nächste Woche passiert dann überhaupt nichts (0 Auszahlungen). Es variiert wirklich stark.

Ich warte ab und sehe, was kommende Woche (ab morgen) hinsichtlich meiner ausstehenden Auszahlungen passieren wird.

Dabei halte ich Sie natürlich auf dem Laufenden und gebe Ihnen Updates!

Mit freundlichen Grüßen

Dear WilliamsSimzz, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear Karla,

I will gladly answer your questions:

• Yes, I have successfully made payouts for over two years.
• KYC verification was/is not yet necessary. ("At the moment, no verification of your account is necessary.")
• All winnings were achieved without an active bonus.
• I played casino games.
• I can upload screenshots of the chats with the casino's support here. (See below)

Best regards.

Liebe Karla,

gerne beantworte ich die Fragen:

• Ja, ich habe über mehr als 2 Jahre hinweg erfolgreich Auszahlungen vorgenommen.
• Eine KYC-Verifizierung war/ ist noch nicht notwendig gewesen. („Im Moment ist keine Überprüfung ihres Kontos notwendig.")
• Alle Gewinne wurden ohne aktiven Bonus erzielt.
• Ich habe Casinospiele gespielt.
• Die Chats mit dem Support des Casinos kann ich hier gerne als Screenshot hochladen. (Siehe unten)

Liebe Grüße.

Hello WilliamsSimzz,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear WilliamsSimzz,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora, (barbora.p@casino.guru)

. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite ExciteWin Casino representative to join this conversation.

Dear ExciteWin Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Karla, dear Barbora,

Thank you for your help and your time!

Unfortunately, my complaint regarding ExciteWin Casino has since become moot, as I have gambled away and lost my outstanding winnings. My luck vanished very quickly.

I wish the withdrawals had been processed much faster; then everything would most likely have turned out well. The casino's stalling tactics and the very low withdrawal limits (€500 per request) dragged out the entire process to an extreme degree.

Best regards

Liebe Karla, liebe Barbora,

Danke für Ihre Hilfe und Ihre Zeit!

Leider hat sich meine Beschwerde hinsichtlich des ExciteWin-Casinos in der Zwischenzeit erledigt, da die ausstehenden Gewinne von mir mittlerweile verspielt und verloren wurden. Mein Glück hat sich sehr rasch in Luft aufgelöst.

Ich wünschte, die Auszahlungen wären deutlich schneller bearbeitet worden, dann hätte alles höchstwahrscheinlich ein gutes Ende genommen. Durch das Hinhalten des Casinos und die sehr geringen Auszahlungslimits (500€ pro Auszahlungsantrag) wurde der gesamte Prozess extrem in die Länge gezogen.

Mit freundlichen Grüßen

Dear WilliamsSimzz,

Thank you for contacting us.

Please accept our sincere apologies for any inconvenience you have experienced. Upon reviewing your account, we can see that the previous withdrawal requests you mentioned have been cancelled.

As of now, your account shows an active balance of 622 EUR.

If you would like to proceed with a manual withdrawal of this remaining balance, please let us know. Once you confirm, we will immediately initiate the transaction for you.

Thank you for your patience and cooperation.

Best regards,

ExciteWin Casino Team

Dear WilliamsSimzz,

Thank you for your update. I am sorry to hear that the situation developed this way and appreciate you keeping us informed.

The casino has confirmed that your account currently holds a remaining balance of €622 and has offered to process this amount via a manual withdrawal.

Could you please confirm whether you would like to proceed with this withdrawal? Once you confirm here in the complaint thread, the casino has stated that it will initiate the transaction immediately.

I look forward to your reply.

Yes, I would like to withdraw my remaining balance (real money) manually as soon as possible.

Please initiate this transaction immediately.

Ja, ich möchte mein Restguthaben (Echtgeld) bitte umgehend manuell abheben.

Bitte veranlassen sie diese Transaktion umgehend.

Dear ExciteWin Casino,

Thank you for your cooperation.

The player has now confirmed that they wish to proceed with the manual withdrawal of the remaining balance of €622.

Could you please initiate the withdrawal as previously offered and let us know once it has been processed or provide us with an update regarding its status?

Thank you in advance for your cooperation.

Dear WilliamsSimzz,

We are writing to provide an update regarding your recent transaction request. Following a thorough review of your account activity, our system indicates that your active balance was fully wagered down during your recent gameplay sessions.

Because the funds were utilized in play, there is currently no active balance remaining in your account to fulfill this request. As a result, we are unable to proceed with the transaction.

You can view your full transaction and betting history at any time by navigating to the History section of your account profile.

Best regards,

ExciteWin Casino Team

Dear WilliamsSimzz,

Could you please confirm whether you continued playing after requesting the manual withdrawal of the remaining €622, or did you wait for the casino to process it?

Thank you in advance for your clarification.

Unfortunately, I tried my luck again over the weekend and continued playing. It went very badly, and I lost my entire balance (€622).

Unfortunately, a manual payout by the casino is therefore no longer possible.

However, there is another urgent matter for which I would like to ask Casino Guru for help. This also concerns the ExciteWin Casino.

The following situation:

I would like to file a complaint regarding the incorrect calculation of my cashback and the casino's subsequent handling of my request.

Between June 15th and June 21st, I deposited a total of €4,750. All deposits were completely lost during this period, resulting in a total loss of €4,750. However, on the following Monday, I only received €33 cashback.

This amount bears no comprehensible relation to my losses and, in my opinion, clearly does not comply with the cashback conditions of my account.

I am a VIP Level 3 customer, which is one of the casino's higher VIP levels. According to the terms and conditions for my VIP level, I am entitled to a weekly cashback of 15%.

Considering my total losses, a payout of only €33 appears clearly erroneous. I am therefore convinced that a significant error has occurred in the calculation of my personal cashback.

What's particularly problematic is that I already discussed this matter personally with my VIP manager, Pete. In a phone call, he explicitly confirmed that the credited cashback had indeed been calculated too low. Furthermore, I was assured that I would receive a corresponding payment for the missing cashback. I trusted this verbal assurance.

To date, however, neither the promised additional payment has been made nor have I been informed about the current status.

Since the promised credit didn't arrive, I contacted them again yesterday and today – once directly with my VIP manager Pete and also with the general VIP department. Both emails went completely unanswered. I received neither a response nor an explanation, nor the promised cashback payment.

As a long-time VIP customer, this behavior is extremely disappointing for me, especially since I usually receive a response from VIP support within a few hours.

I find this procedure unacceptable. First, I was told over the phone that there had been an error in the cashback calculation and that a supplementary payment would be made. Then, my emails were ignored and the promised correction never materialized.

I therefore request that the casino fully review the cashback calculation for the period from June 15th to June 21st, correct the calculation error and immediately credit me with the cashback to which I am entitled according to my VIP level 3.

Should the casino believe that the calculation was correct, I expect a transparent and comprehensible explanation of how a cashback of only €33 could have been calculated when €4,750 of deposits were completely lost.

I sincerely hope that Casino Guru can help me reach a fair and timely solution with the casino.

Leider habe ich über das Wochenende noch einmal mein Glück versucht und habe weitergespielt. Dabei ist es sehr schlecht gelaufen und ich habe mein vollständiges Guthaben (622 €) verloren.

Eine manuelle Auszahlung durch das Casino hat sich daher unglücklicherweise erledigt.

Es gibt jedoch ein anderes, dringendes Anliegen, bei dem ich Casino Guru gerne um Hilfe bitten würde. Hierbei geht es auch um das ExciteWin Casino.

Folgende Situation:

Ich möchte eine Beschwerde über die fehlerhafte Berechnung meines Cashbacks sowie den anschließenden Umgang des Casinos mit meinem Anliegen einreichen.

Im Zeitraum vom 15.06. bis 21.06. habe ich insgesamt 4.750 € eingezahlt. Sämtliche Einzahlungen wurden in diesem Zeitraum vollständig verspielt, sodass ich einen Gesamtverlust in Höhe von 4.750 € erlitten habe. Am darauffolgenden Montag erhielt ich jedoch lediglich 33 € Cashback.

Dieser Betrag steht in keinerlei nachvollziehbarem Verhältnis zu meinen Verlusten und entspricht nach meiner Auffassung eindeutig nicht den Cashback-Konditionen meines Kontos.

Ich bin VIP-Level-3-Kunde, was zu den höheren VIP-Stufen des Casinos gehört. Nach den für mein VIP-Level geltenden Bedingungen steht mir ein wöchentliches Cashback von 15 % zu.

Unter Berücksichtigung meiner vollständigen Verluste erscheint eine Auszahlung von lediglich 33 € offensichtlich fehlerhaft. Ich bin daher überzeugt, dass bei der Berechnung meines persönlichen Cashbacks ein erheblicher Fehler unterlaufen ist.

Besonders problematisch ist, dass ich diese Angelegenheit bereits persönlich mit meinem VIP-Manager Pete besprochen habe. In einem Telefonat bestätigte er mir ausdrücklich, dass das gutgeschriebene Cashback tatsächlich zu niedrig berechnet worden sei. Darüber hinaus wurde mir zugesichert, dass ich eine entsprechende Nachzahlung des fehlenden Cashbacks erhalten werde. Auf diese telefonische Zusage habe ich vertraut.

Bis heute ist jedoch weder die angekündigte Nachzahlung erfolgt noch wurde ich über den aktuellen Stand informiert.

Nachdem die zugesagte Gutschrift ausblieb, habe ich sowohl gestern als auch heute erneut Kontakt aufgenommen – einmal direkt mit meinem VIP-Manager Pete und zusätzlich mit der allgemeinen VIP-Abteilung. Beide E-Mails blieben vollständig unbeantwortet. Ich habe weder eine Rückmeldung noch eine Erklärung oder die angekündigte Cashback-Nachzahlung erhalten.

Gerade als langjähriger VIP-Kunde ist dieses Verhalten für mich äußerst enttäuschend, zumal ich vom VIP-Support normalerweise innerhalb weniger Stunden eine Antwort erhalte.

Ich empfinde dieses Vorgehen als nicht akzeptabel. Zunächst wird mir telefonisch bestätigt, dass ein Fehler bei der Cashback-Berechnung vorliegt und eine Nachzahlung erfolgen wird. Anschließend werden meine E-Mails ignoriert und die zugesagte Korrektur bleibt aus.

Ich bitte daher das Casino, die Cashback-Berechnung für den Zeitraum 15.06. bis 21.06. vollständig zu überprüfen, den Berechnungsfehler zu korrigieren und mir das mir gemäß meinem VIP-Level 3 zustehende Cashback unverzüglich gutzuschreiben.

Sollte das Casino der Auffassung sein, dass die Berechnung korrekt gewesen sei, erwarte ich eine transparente und nachvollziehbare Erklärung, wie sich ein Cashback von lediglich 33 € bei 4.750 € vollständig verlorenen Einzahlungen berechnet haben soll.

Ich hoffe sehr, dass Casino Guru mich dabei unterstützen kann, eine faire und zeitnahe Lösung mit dem Casino zu erreichen.

Dear ExciteWin Casino,

Thank you for the clarification regarding the withdrawal.

As the player has confirmed that they continued playing after requesting the manual withdrawal and lost the remaining balance, it appears that the original withdrawal issue has been resolved.

However, the player has now raised a new concern regarding the calculation of their weekly VIP cashback for the period between June 15 and June 21. They state that they received only €33 in cashback despite believing they were entitled to a higher amount based on their VIP Level 3 benefits. They also claim that their VIP manager informed them that the cashback had been calculated incorrectly and that an additional payment would be credited, but that this has not happened.

Could you please review this matter and clarify how the player's cashback for the relevant period was calculated? Additionally, please let us know whether the player was eligible for any additional cashback and whether any supplementary cashback was promised or remains pending.

Thank you in advance for your cooperation.

Dear All,

Thank you for contacting us.

We are writing to inform you that we have escalated the matter to the relevant department for a thorough review. They are currently looking into the details to ensure a proper resolution.

Once we receive an update from the team, we will inform you immediately.

We appreciate your patience and cooperation in the meantime.

Best regards,

ExciteWin Casino Team

Dear ExciteWin Casino,

Thank you for the update. We appreciate you looking into this matter.

We will await the outcome of your review. Please let us know your findings as soon as they are available.

Dear All,

Following a thorough review of the matter with the relevant department, we must confirm that, in accordance with our standard terms and conditions, bonuses cannot be credited once the designated claiming period has expired.

However, in the interest of maintaining a positive relationship and resolving this matter amicably, management has approved a goodwill gesture of €450. We hope this accommodation demonstrates our commitment to finding a fair solution.

Please let us know if you accept this offer so we can proceed with arranging the credit accordingly.

Thank you for your understanding and cooperation.

Kind regards,

ExciteWin Casino Team

Dear player,

The casino has offered you a goodwill payment of €450 to resolve this matter.

Could you please let us know whether you accept this offer? Once you confirm your decision, we can proceed accordingly.

Thank you in advance for your reply.

I accept the goodwill payment of €450.

Thank you.

Ich nehme die Kulanzzahlung in Höhe von 450 € an.

Vielen Dank.

Dear WilliamsSimzz,

To complete the transfer safely and securely, we have sent a separate, secure email requesting your bank account details.

Please check your inbox for an email with the subject line "Regarding a ExciteWin complaint".

Kindly follow the instructions provided in that email to submit your details so we can finalize your payment as quickly as possible.

Best regards,

ExciteWin Casino Team

I have now replied to the email and submitted my data. (ExciteWin)

Please make the payment now.

Thanks!

Greetings

Ich habe jetzt auf die Mail geantwortet und meine Daten übermittelt. (ExciteWin)

Bitte veranlassen Sie nun die Zahlung.

Danke!

Grüße

Dear WilliamsSimzz,

Thank you for the update.

We will now wait for the casino to process the payment. Please let us know once you have received the €450 in your bank account so that we can confirm the matter has been successfully resolved.

Thank you in advance for your cooperation.

Dear WilliamsSimzz,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund. 

Once the refund has been successfully processed, we will notify you immediately.

Kind regards,

ExciteWin Casino Team

Dear WilliamsSimzz,

Thank you for reaching out.

We are pleased to inform you that your transaction has been successfully completed.

Kind Regards,

ExciteWin Casino Team

The money has arrived in my account.

Thanks!

I have two more questions. Could ExciteWin Casino provide some answers?

1. I am currently a VIP player on your platform. Could you please tell me what percentage (%) of weekly cashback I am currently entitled to with my VIP status? I am not getting a clear answer to this on the website or in the live chat.

2. As a long-standing, loyal VIP player, could you please offer me attractive and exclusive deposit bonuses with low wagering requirements (10x/20x)? For example, a 150% deposit bonus with a really low wagering requirement on my next deposit? That would be my priority, and I'm very interested.

Thanks in advance.

Das Geld ist auf meinem Konto angekommen.

Danke!

Ich hätte noch zwei Anliegen, die mich beschäftigen. Könnte mir das ExciteWin Casino hier Antworten liefern?

1. Ich bin derzeit VIP-Spieler auf ihrer Plattform. Könnten sie mir bitte verraten, wie viel Prozent (%) wöchentliches Cashback mir aktuell mit meinem VIP-Status zusteht? Ich erhalte darauf auf der Website und im Live-Chat keine eindeutige Antwort.

2. Könnten Sie mir als langjährigen, treuen VIP-Spieler bitte attraktive & exklusive Einzahlungsboni mit niedrigen Umsatzbedingungen (10x/20x) zukommen lassen? Beispielsweise einen 150% Einzahlungsbonus mit wirklich niedriger Umsatzbedingung auf meine nächste Einzahlung? Das wäre meine Priorität und ich habe großes Interesse daran.

Danke im Voraus.

Dear WilliamsSimzz,

Thank you for confirming that you have received the €450 payment. I'm glad to hear the agreed amount has reached your account.

Regarding your additional questions about your VIP benefits and future promotional offers, these fall outside the scope of this complaint. I recommend discussing these matters directly with the casino's VIP team, as they are best placed to provide information about your current VIP benefits and any promotional offers that may be available.

Since the agreed payment has been successfully received, I consider this complaint resolved and will now proceed with closing it as resolved.

Thank you for your cooperation, and I wish you all the best.