ExciteWin Casino - Η απόσυρση του παίκτη έχει καθυστερήσει για επτά εβδομάδες.

I initiated two withdrawals on March 5th. Another one on March 31st.

Not a single cent has been paid out to date. When I inquire, I'm asked for patience. But patience has run out. I'm considering legal action. Seven weeks... this is unacceptable, and the casino should be shut down.

Am 05.03. habe ich 2 Auszahlungen angestoßen. Eine weitere am 31.03.

Bis heute ist nicht ein Cent ausgezahlt wurden. Bei Nachfragen wird um Geduld gebeten. Sie ist aber nun am Ende. Ich erwäge eine anwaltliche Aufforderung. 7 Wochen … das ist nicht seriös und das Casino sollte geschlossen werden

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 ChrisK,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello Jean,

None of my withdrawals have worked so far. A credit card was used for the deposits. I don't know what KYC verification means. When I contacted them via chat, they always asked about the transactions and explained the delays, but never mentioned the missing verifications.

Hallo Jean,

bisher hat noch keine meiner Auszahlungen funktioniert. Für die Einzahlungen wurde eine Kreditkarte verwendet. Ich weiß nicht was die KYC-Verifizierung bedeutet. Bei den Kontakten per Chat hat man mich jeweils nach den Transaktionen gefragt und mit Verzögerungen argumentiert, aber niemals auf fehlende Verifizierungen hingewiesen.

Thank you for the clarification.

KYC (Know Your Customer) refers to the standard identity verification process required by casinos. It usually involves submitting documents such as an ID, proof of address, and proof of the payment method used. Could you please confirm whether your account has been verified?

Were your winnings accumulated with or without an active bonus?

Additionally, please post any relevant communication with customer support.

Thank you in advance for your cooperation.

My ID was never checked, and no other proof of identity was ever requested. I declined bonus games. The winnings were earned with real money. The withdrawals were made to two credit cards registered in the system. I also selected both of these credit cards for refunds. So far, without success. Withdrawals for deposits were processed without problems; refunds have never been processed.

Ein Personalausweis wurde hier nie geprüft und auch andere Nachweise wurden nie angefordert. Bonusspiele habe ich abgelehnt. Die Gewinne wurden mit Echtgeld erzielt. Die Abbuchung erfolgte über 2 Kreditkarten, die im System hinterlegt sind. Die wurden auch beide für die Rückzahlungen von mir ausgewählt. Bisher ohne Erfolg. Abbuchung für eine Einzahlung gegen problemlos / Rückzahlungen bisher nie

Dear ChrisK

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, Munya, ([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,

Jean

Dear ChrisK,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from ExciteWin Casino to join this conversation and assist in addressing the complaint.

Dear ExciteWin Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

Thank you for your patience.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Excitewin Team

ExciteWin Casino

Thank you for your response. I appreciate your attention to this matter and look forward to receiving your update and a timely resolution.

Dear all,

Thank you for the patience.

We kindly ask you to provide alternative payment method in order to manually withdrawal your Funds.

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Best regards

Excitewin

ChrisK

I kindly ask you to review the communication from the casino and take the necessary actions as advised. I would appreciate it if you could provide an update once you have completed this task. Thank you for your cooperation.