ExciteWin Casino - Запрос игрока на закрытие аккаунта был проигнорирован.

Hello

I would like to file a complaint against ExciteWin because my explicit request for the permanent closure of my account due to gambling addiction on October 14, 2025, was not implemented.

1. Self-exclusion on October 14, 2025

On October 14, 2025, I emailed ExciteWin requesting that they permanently close my account due to my gambling addiction.

Support responded, but only offered me a "pause". I explicitly wrote again:

"No, please close completely."

2. No implementation of the ban

On October 21, 2025, I inquired again because my account was still open.

After that, I received no further response, and my account remained active.

3. High losses after ignoring self-exclusion

Since the self-exclusion was not enforced, I was able to continue playing and have lost €6695 since then.

Detailed documentation of all deposits and withdrawals can be provided upon request.

4. Violation of player protection obligations

An explicit ban request due to gambling addiction must be implemented immediately and permanently in accordance with the standards of responsible gaming.

The fact that my account was not closed despite my repeated clear communication constitutes a serious violation.

I therefore request a refund of the losses incurred after the self-exclusion was not implemented.

Thank you for your support.

Hallo

ich möchte eine Beschwerde gegen ExciteWin einreichen, weil meine ausdrückliche Anfrage zur permanenten Schließung meines Kontos wegen Spielsucht am 14.10.2025 nicht umgesetzt wurde.

1. Selbstsperre am 14.10.2025

Ich habe ExciteWin am 14.10.2025 per E-Mail darum gebeten, mein Konto aufgrund meiner Spielsucht dauerhaft zu schließen.

Der Support antwortete daraufhin, bot mir jedoch nur eine „Pause" an. Ich habe ausdrücklich erneut geschrieben:

„Nein, komplett schließen bitte."

2. Keine Umsetzung der Sperre

Am 21.10.2025 habe ich nochmals nachgefragt, da mein Konto weiterhin offen war.

Danach habe ich keine Antwort mehr erhalten, und mein Konto blieb aktiv.

3. Hohe Verluste nach ignorierter Selbstsperre

Da die Selbstsperre nicht umgesetzt wurde, konnte ich weiter spielen und habe seitdem 6695 € verloren.

Die genaue Dokumentation aller Ein- und Auszahlungen kann auf Wunsch nachgereicht werden.

4. Verstoß gegen Spielerschutzpflichten

Eine ausdrückliche Sperranfrage wegen Spielsucht muss gemäß den Standards des verantwortungsbewussten Spielens sofort und dauerhaft umgesetzt werden.

Dass mein Konto trotz meiner mehrfachen klaren Kommunikation nicht geschlossen wurde, stellt einen schweren Verstoß dar.

Ich bitte daher um Rückerstattung der Verluste, die nach der nicht umgesetzten Selbstsperre entstanden sind.

Vielen Dank für Ihre Unterstützung.

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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 bludiadaxxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• Do I understand correctly that you have clearly informed the casino about your gambling problem, but they have refused to permanently close your account and only allowed a temporary pause? Could you forward me the account closure requests that you sent to the casino? You can send it directly to this thread or to: [email protected].
• Are you still able to access the casino?

Thank you very much in advance.

Best regards,

Petra

Hello Petra,

Thank you for your feedback.

Yes, I explicitly informed the casino about my gambling problem and requested the permanent closure of my account due to gambling addiction via email on October 14, 2025.

However, the support team's response was only an offer of a temporary pause. I immediately and clearly replied that I wanted a permanent closure ("No, please close completely.").

On October 21, 2025, I inquired again because my account was still open and I hadn't received a confirmation of closure. After that, I received no further response; the account remained open.

I will forward the aforementioned emails to you immediately.

Yes, I can still access the casino because my self-exclusion was not implemented despite my repeated clear instructions.

Thank you for your support.

Hallo Petra,

vielen Dank für Ihre Rückmeldung.

Ja, ich habe das Casino ausdrücklich über mein Spielproblem informiert und am 14.10.2025 per E-Mail die dauerhafte Schließung meines Kontos wegen Spielsucht beantragt.

Die Antwort des Supports war jedoch nur ein Angebot einer vorübergehenden Pause. Ich habe darauf sofort erneut klar geantwortet, dass ich eine permanente Schließung wünsche („Nein, komplett schließen bitte.").

Am 21.10.2025 habe ich nochmals nachgefragt, da mein Konto weiterhin offen war und ich keine Schließungsbestätigung erhalten hatte. Danach erhielt ich überhaupt keine Antwort mehr, das Konto blieb geöffnet.

Ich leite Ihnen sofort die besagten Mails weiter.

Ja, ich kann immernoch auf das Casino zugreifen, weil meine Selbstsperre trotz meiner wiederholten klaren Anweisungen nicht umgesetzt wurde.

Vielen Dank für Ihre Unterstützung.

Thank you for your reply and for providing the previous details, bludiadax.

Could you provide above mentioned documentation of all deposits and withdrawals? You can send me all the documents to: [email protected] or post your screenshots to the thread.

Thank you again for your cooperation.

Hello Petra,

Thank you for your message.

I have just sent you the requested documents by email to [email protected] sent.

This is a screenshot showing all completed deposits and withdrawals at ExciteWin since October 14, 2025.

Please let me know if any further information or additional evidence is required.

Thank you for your support.

Hallo Petra,

vielen Dank für Ihre Nachricht.

Ich habe Ihnen die angeforderten Unterlagen soeben per E-Mail an [email protected] zugesendet.

Es handelt sich um eine Bildschirmaufnahme, die alle abgeschlossenen Ein- und Auszahlungen bei ExciteWin seit dem 14.10.2025 zeigt.

Bitte geben Sie mir kurz Bescheid, falls weitere Informationen oder zusätzliche Nachweise benötigt werden.

Vielen Dank für Ihre Unterstützung.

Hello Petra,

Additionally, I would like to clarify that my ExciteWin account has not been blocked to this day, even though I explicitly requested its permanent closure due to gambling addiction on October 14, 2025.

I still have unrestricted access to the account.

Furthermore, the existing credit balance in the account has also been lost in the meantime, as the requested block was not implemented.

Furthermore, I continue to receive bonus offers and promotional messages even though I have openly communicated my gambling addiction and requested permanent account closure.

Thank you for your support.

Hallo Petra,

ergänzend möchte ich klarstellen, dass mein ExciteWin-Konto bis heute nicht gesperrt wurde, obwohl ich am 14.10.2025 ausdrücklich um eine dauerhafte Schließung wegen Spielsucht gebeten habe.

Ich habe weiterhin uneingeschränkten Zugriff auf das Konto.

Zudem ist in der Zwischenzeit auch das bereits vorhandene Guthaben auf dem Konto verloren gegangen, da die beantragte Sperre nicht umgesetzt wurde.

Darüber hinaus erhalte ich weiterhin Bonusangebote und Werbemitteilungen, obwohl ich meine Spielsucht offen kommuniziert und um eine dauerhafte Kontoschließung gebeten habe.

Vielen Dank für Ihre Unterstützung.

Dear bludiadax

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 Kubo ([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,

Petra

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear bludiadax,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from ExciteWin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear ExciteWin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Hello Kubo,

Brief update on the current status:

Despite my explicit request for permanent account closure due to gambling addiction on October 14, 2025, my ExciteWin account remains accessible to this day.

Since the block has not yet been implemented, additional losses have been incurred since October 14th. Total losses since October 14th now amount to €9,985.

I can provide the relevant documentation if needed.

I would like to explicitly confirm once again that I request the immediate and permanent blocking of my account.

Thank you.

Hallo Kubo,

kurzes Update zum aktuellen Stand:

Trotz meiner ausdrücklichen Bitte um dauerhafte Kontoschließung wegen Spielsucht am 14.10.2025 ist mein ExciteWin-Konto bis heute weiterhin zugänglich.

Da die Sperre bislang nicht umgesetzt wurde, sind seit dem 14.10. zusätzliche Verluste entstanden. Die Gesamtverluste seit dem 14.10. belaufen sich inzwischen auf 9.985 €.

Bei Bedarf kann ich die entsprechenden Nachweise liefern.

Ich möchte nochmals ausdrücklich bestätigen, dass ich die sofortige und dauerhafte Sperrung meines Kontos wünsche.

Vielen Dank.

Dear all,

Thank you for bringing this matter to our attention.

We are sorry to hear about this incident and would like to extend our apologies to the complainant for any inconvenience caused by it.

Please allow us some time to conduct an investigation and gather all relevant information. We will post a reply as soon as there is an update.

Your patience is much appreciated.

Kind regards,

ExciteWin Team

Hello Everyone,

Wishing you a Happy New Year 2026!

Dear bludiadax,

Thank you for your update. I am very sorry to hear that your account remained active despite multiple explicit requests.

Dear ExciteWin Casino,

I am reaching out after a week to ask whether there have been any updates regarding your investigation. Additionally, could you please confirm whether the player’s account has now been permanently closed? If not, kindly explain the reason for this.

Thank you for your cooperation.

Hello Kubo,

Thank you very much for following up.

To clarify: To the best of my knowledge, my ExciteWin account has not yet been permanently blocked.

Thank you for your support.

Hallo Kubo,

vielen Dank für Ihr Nachfassen.

Zur Klarstellung: Nach meinem letzten Kenntnisstand ist mein ExciteWin-Konto noch nicht endgültig gesperrt.

Vielen Dank für Ihre Unterstützung.

Dear all,

We hope you are well.

We would like to reassure the complainant that his account has been permanently closed. The case is currently being reviewed by our management team, we will post a reply as soon as a decision is made.

Your patience is much appreciated.

Kind regards,

Excite Win

Hello Kubo,

Hello ExciteWin,

I would like to clarify this statement by ExciteWin.

Contrary to today's announcement from the casino, my ExciteWin account has not been permanently closed.

I still have access to the account (login and deposits are possible).

Thank you for your support.

Hallo Kubo,

Hallo ExciteWin,

ich möchte diese Aussage von ExciteWin klarstellen.

Entgegen der heutigen Mitteilung des Casinos ist mein ExciteWin-Konto nicht endgültig geschlossen worden.

Ich habe weiterhin Zugriff auf das Konto (Login und Einzahlungen sind möglich).

Vielen Dank für Ihre Unterstützung.

Hello Kubo,

Quick update: My ExciteWin account has indeed been closed.

In this context, I would like to point out that access was still possible when ExciteWin had previously announced publicly that the account had already been permanently closed.

Thank you for your continued support

Hallo Kubo,

kurzes Update: Mein ExciteWin-Konto ist inzwischen tatsächlich geschlossen worden.

Ich möchte in diesem Zusammenhang festhalten, dass der Zugriff noch möglich war, als ExciteWin zuvor öffentlich mitteilte, das Konto sei bereits endgültig geschlossen.

Vielen Dank für Ihre weitere Unterstützung

Hello Kubo,

I would like to inform you about the current status.

ExciteWin contacted me privately via email and offered me a refund of €6,400.

According to my complete statement, my net losses since my explicit self-exclusion request of October 14, 2025, amount to over €10,000.

In my view, the current offer does not cover this damage.

I therefore request a refund of all my losses incurred after October 14, 2025, as my account was not blocked despite clear notification of my gambling addiction and multiple requests, and I continued to have access.

Thank you for your support.

Hallo Kubo,

ich möchte Sie über den aktuellen Stand informieren.

ExciteWin hat mich privat per E-Mail kontaktiert und mir eine Rückerstattung in Höhe von 6.400 € angeboten.

Nach meiner vollständigen Aufstellung belaufen sich meine Nettoverluste seit meiner ausdrücklichen Selbstsperranfrage vom 14.10.2025 jedoch auf über 10.000 €.

Das derzeitige Angebot deckt diesen Schaden aus meiner Sicht nicht ab.

Ich bitte daher um Rückerstattung meiner gesamten Verluste, die nach dem 14.10.2025 entstanden sind, da mein Konto trotz klarer Mitteilung meiner Spielsucht und mehrfacher Aufforderung nicht gesperrt wurde und ich weiterhin Zugriff hatte.

Vielen Dank für Ihre Unterstützung.

Dear all,

We hope you are well.

We took the time to thoroughly investigate the case and concluded that the net losses incurred by the complainant are exactly €6,400.

We are willing to refund this amount and rely on the complainant's honesty and cooperation to do so.

If there are any further questions or concerns, we will be happy to address them.

Kind regards,

Excite Win

Hello Kubo,

Hello Excitewin,

I disagree with this account by ExciteWin.

I continue to demand reimbursement of all my net losses incurred since my explicit self-exclusion request of October 14, 2025. According to my complete statement, these losses significantly exceed €10,000.

I have already provided you with a screen recording of all completed deposits and withdrawals since October 14, 2025, which proves this higher amount.

The offer of €6,400 mentioned by ExciteWin does not cover this damage.

Hallo Kubo,

Hallo Excitewin,

dieser Darstellung von ExciteWin widerspreche ich.

Ich fordere weiterhin die Rückerstattung meiner gesamten Nettoverluste, die seit meiner ausdrücklichen Selbstsperranfrage vom 14.10.2025 entstanden sind. Diese liegen nach meiner vollständigen Aufstellung deutlich über 10.000 €.

Ich habe Ihnen bereits ein Screenrecording mit sämtlichen abgeschlossenen Ein- und Auszahlungen seit dem 14.10.2025 zur Verfügung gestellt, das diese höhere Summe belegt.

Das von ExciteWin genannte Angebot über 6.400 € deckt diesen Schaden nicht ab.

Hello bludiadax,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Casino Guru,

I hope this message finds you well.

We kindly inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience.

Kind regards,

Excite Win

Dear Kubo,

Please note that we have sent you an email regarding the matter. Please review it at your earliest convenience.

If there are any further questions or concerns, we will be happy to address them.

Kind regards,

Excitewin Team.

Dear all,

We would kindly request that another analyst be assigned to review the complaint. This would allow us to move forward with the case in a timely and appropriate manner.

We appreciate your support and cooperation in this matter.

Kind regards,

Excitewin Team.

Hello Kubo,

Hello ExciteWin,

I would like to reiterate that my ExciteWin account remained fully accessible until my public announcement here in the thread on January 11, 2026, and I was able to log in, deposit and play until that time, even though I had explicitly requested permanent account closure due to gambling addiction on October 14, 2025.

Accordingly, losses continued to be incurred during this period. My total net losses during the aforementioned period amount to over €10,000.

I would be very pleased if this matter could be resolved promptly, and I thank both you, Kubo, and ExciteWin for your continued efforts. However, I also have no objection to ExciteWin requesting a new analyst. It is in my interest that this case is concluded as soon as possible.

Thank you for your support.

Hallo Kubo,

Hallo ExciteWin,

ich möchte nochmal festhalten, dass mein ExciteWin-Konto bis zu meinem öffentlichen Hinweis hier im Thread am 11.01.2026 weiterhin vollständig zugänglich war und ich mich bis zu diesem Zeitpunkt einloggen, einzahlen und spielen konnte, obwohl ich bereits am 14.10.2025 ausdrücklich um eine dauerhafte Kontoschließung wegen Spielsucht gebeten hatte.

Entsprechend sind auch in diesem Zeitraum weiterhin Verluste entstanden. Die Gesamtnettoverluste in dem oben genannten Zeitraum von mir betragen über 10.000 Euro.

Ich würde mich sehr freuen, wenn der Fall zeitnah geklärt werden könnte, und danke sowohl Ihnen, Kubo, als auch ExciteWin für die weitere Bearbeitung. Ich habe aber auch keine Einwände gegen die Forderung nach einem neuen Analysten von ExciteWin. Es liegt auch in meinem Interesse, dass dieser Fall zeitnah abgeschlossen wird.

Vielen Dank für Ihre Unterstützung.

Hello Everyone,

I apologize for the delay in my response.

Dear ExciteWin Casino,

Thank you for your email. I confirm that I have received your message and reviewed its contents. At this stage, I would kindly request the complete history of the player’s deposits and withdrawals covering the period from October 14, 2025, to today’s date.

Thank you for your cooperation. I look forward to your response.