ExciteWin Casino - Вывод средств игроков был отложен.

Hello CasinoGuru team,

I am filing a complaint against ExciteWin regarding three withdrawals that have been marked as "Completed" for more than a week, but the money has still not been received in my bank account.

Here are the withdrawal amounts and dates:

500 € – requested on 29.10

300 € – requested on 29.10

220 € – requested on 29.10

ExciteWin sent me three separate emails confirming that each withdrawal was completed.

However, my bank has confirmed that no incoming transfers exist for any of these payments.

I contacted ExciteWin support many times and received inconsistent responses:

They told me the payment was "processed on their end",

Then they said there may be "delays from the bank",

They refused to provide the ARN / transaction reference numbers,

They told me VIP support would contact me — but no one contacted me for days, despite multiple requests.

Since ExciteWin cannot provide ARN numbers or proof that the funds were actually sent, it appears the withdrawals were never released to the bank, despite being marked as "Completed".

This delay has gone on for over a week, and I have received no clear explanation or resolution.

I kindly ask the CasinoGuru Team to assist in ensuring that my withdrawals are properly processed and that I receive the total amount of 1020 € that is owed to me.

Thank you in advance for your help.

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Hello,

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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Hello,

I want to provide an important update regarding my case.

I have now received an email directly from ExciteWin’s VIP manager confirming the following:

✅ All three of my withdrawals (500 €, 300 €, 220 €) were reversed back to my casino balance.

✅ I did NOT cancel any of these withdrawals myself.

✅ The casino admitted that the funds were never sent to my bank.

✅ The reversals happened AFTER they already sent me automated emails claiming the withdrawals were "completed".

This means:

The casino marked all withdrawals as "completed" even though the transfers never happened.

The casino then cancelled the withdrawals without my permission.

This is unauthorized reversal of my withdrawals.

The money is stuck on my casino balance and I am unable to receive it.

I kindly ask Casino Guru to intervene, because I have now provided direct proof that:

The withdrawals were NOT processed.

The casino falsely marked them as completed.

The casino reversed them without my approval.

I still cannot receive my funds of 1020 €.

I am attaching the email from ExciteWin as clear evidence.

Thank you for your help.

Hello, I just wanted to kindly ask if there is any update on my complaint. I have provided all the information and confirmations. Thank you very much for your time.

Thank you for reaching out, and I sincerely apologize for the delay in responding. We are currently managing over 1000 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Have you made any successful withdrawals from this casino before?

Have you submitted new withdrawal requests? If so, when exactly?

Which payment method did you select for your current pending withdrawals, if there are any?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Hello Veronika,

Thank you for your feedback. Here are my answers:

1️⃣ Yes, I have received many successful payouts from ExciteWin in the past – I have been playing there for over three years without any problems.

2️⃣ Yes, I have submitted new withdrawal requests. On Friday, I requested a withdrawal of €800, which was marked as "completed" according to the email, but the money never arrived in my bank account.

3️⃣ I used the bank transfer (Sparkasse) payment method.

4️⃣ My full KYC verification was completed previously, and all required documents are on file with the casino.

I would also like to add that there is currently €1,020 in my casino account. I haven't played since then, I only wanted to attempt a withdrawal, which also failed.

I kindly request your help so that the casino finally processes the payout correctly.

Best regards,

Alen G.

Hallo Veronika,

vielen Dank für Ihre Rückmeldung. Hier sind meine Antworten:

1️⃣ Ja, ich habe in der Vergangenheit viele erfolgreiche Auszahlungen von ExciteWin erhalten – ich spiele dort seit über drei Jahren ohne Probleme.

2️⃣ Ja, ich habe neue Auszahlungsanträge gestellt. Am Freitag habe ich eine Auszahlung von 800 € beantragt, die laut E-Mail als „abgeschlossen" markiert wurde, aber das Geld ist nie auf meinem Bankkonto angekommen.

3️⃣ Ich habe die Auszahlungsmethode Banküberweisung (Sparkasse) verwendet.

4️⃣ Meine vollständige KYC-Verifizierung wurde bereits früher abgeschlossen, und alle erforderlichen Dokumente liegen dem Casino vor.

Außerdem möchte ich hinzufügen, dass sich auf meinem Casino-Konto derzeit 1.020 € befinden. Ich habe seitdem nicht gespielt, sondern wollte nur eine Auszahlung versuchen, die aber ebenfalls nicht funktioniert hat.

Ich bitte Sie herzlich, mir zu helfen, damit das Casino die Auszahlung endlich korrekt bearbeitet.

Mit freundlichen Grüßen,

Alen G.

Dear Aki991

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, Martin ([email protected]). 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,

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Aki991,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin