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Complaint regarding insufficient cashback

I would like to file a complaint regarding the cashback calculation at my regular casino.

Last week I deposited almost €2700 in total and lost the entire amount. At the beginning of the week, I deposited just under €500, then €1400 on Friday, and €800 yesterday, Sunday.

In total, I have deposited and gambled away 2700 EUR.

Today, Monday – the regular cashback payment day – I discovered that my account only received €73 in cashback. This corresponds to only about 2.7% of my losses.

In my understanding, this amount is far too low. I have been an active player on ExciteWin for years and have now reached VIP level 3, or possibly even level 4. Due to my VIP status and my extremely high playing volume, I assume I should be entitled to a significantly higher cashback amount.

I have already contacted casino support, but so far I have not received an explanation of how the cashback amount was calculated.

Therefore, I ask Casino Guru to investigate the case.

Furthermore, I would like to point out that I am generally dissatisfied with the way long-term and loyal customers are treated. I have been a member of ExciteWin for years and have deposited and lost tens of thousands of euros over time. Despite my loyalty and high playing volume, minor issues like this one keep arising, leaving me with the feeling that there is neither sufficient transparency nor a truly appropriate appreciation shown to long-term VIP players. I simply expect a fairer, more transparent, and more customer-oriented approach.

I therefore ask Casino Guru to carefully examine the facts.

Thank you for your support. I hope for a fair, transparent, and timely resolution to this matter.

Beschwerde wegen unzureichendem Cashback

Ich möchte eine Beschwerde bezüglich der Cashback-Berechnung meines Stamm-Casinos einreichen.

In der vergangenen Woche habe ich insgesamt fast 2700 EUR eingezahlt und diesen Betrag vollständig verloren. Am Anfang der Woche wurden knapp 500 EUR eingezahlt, am Freitag dann 1400 EUR und gestern am Sonntag 800 EUR.

Insgesamt habe ich somit 2700 EUR eingezahlt und verspielt.

Heute, am Montag - dem regulären Tag der Cashback-Gutschrift - habe ich feststellen müssen, dass meinem Konto lediglich 73 EUR Cashback gutgeschrieben wurde. Das entspricht nur etwa 2,7% meiner Verluste.

Nach meinem Verständnis ist dieser Betrag deutlich zu niedrig. Ich bin seit Jahren aktiver Spieler auf ExciteWin und habe inzwischen VIP-Level 3 oder möglicherweise bereits Level 4 erreicht. Aufgrund meines VIP-Status sowie meines extrem hohen Spielvolumens gehe ich davon aus, dass mir ein wesentlich höherer Cashback-Betrag zustehen müsste.

Ich habe den Casino-Support bereits kontaktiert, jedoch bislang keine Erklärung erhalten, wie der Cashback-Betrag berechnet wurde.

Daher bitte ich Casino Guru, den Fall zu prüfen.

Darüber hinaus möchte ich anmerken, dass ich insgesamt unzufrieden mit der Art und Weise bin, wie langjährige und treue Kunden behandelt werden. Ich bin seit Jahren Mitglied bei ExciteWin und habe ich Laufe der Zeit Zehntausende Euro eingezahlt und verloren. Trotz meiner Loyalität und meines hohen Spielvolumens kommt es immer wieder zu kleineren Problemen wie diesem, bei denen ich das Gefühl habe, dass weder ausreichende Transparenz noch eine wirklich angemessene Wertschätzung gegenüber langjährigen VIP-Spielern besteht. Ich erwarte einfach einen faireren, transparenteren und mehr kundenorientierteren Umgang.

Ich bitte daher Casino Guru, den Sachverhalt sorgfältig zu prüfen.

Vielen Dank für Ihre Unterstützung. Ich hoffe auf eine faire, transparente und zeitnahe Klärung dieser Angelegenheit.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which games did you play during the last week when you lost your €2,700 in deposits?
• What is your current VIP level?
• Did you activate any bonuses with your deposits, or did you also activate any free no-deposit bonuses?
• Please ask the casino to provide you with your gaming history in Excel format, covering the period from last Monday through midnight on Sunday, when the cashback calculation period ends. Once you receive it, please forward the file to me at [email protected].

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for your help! I really appreciate it.

I will gladly answer your questions:

• I only played casino slots. No sports betting and no live casino games.
• I currently have VIP status 3 or 4.
• With my last deposit (€800) on Sunday, I took advantage of an exclusive deposit bonus from my VIP manager. No bonuses were claimed on the remaining deposits!
• Understood.

Attached are screenshots of my deposits from last week.

Liebe Veronika,

Danke für Ihre Hilfe! Das schätze ich sehr.

Gerne beantworte ich die Fragen:

• Ich habe lediglich Casino-Slots gespielt. Keine Sportwetten und keine Live-Casinospiele.
• Ich habe derzeit VIP-Status 3 oder 4.
• Bei meiner letzten Einzahlung (800€) am Sonntag habe ich einen exklusiven Einzahlungsbonus meines VIP-Managers wahrgenommen. Auf die restlichen Einzahlungen wurden keine Boni in Anspruch genommen!
• Alles klar.

Im Anhang sende ich noch Screenshots meiner Einzahlungen von letzter Woche.

Dear Veronika,

I immediately requested my game history in Excel format after receiving your message. Unfortunately, ExciteWin Casino has not yet provided it to me. I have already requested it several times via email and live chat.

Liebe Veronika,

ich habe mich sofort nach Ihrer Nachricht darum bemüht, meine Spielhistorie im Excel-Format zu bekommen. Leider wurde mir diese vom ExciteWin-Casino noch nicht zur Verfügung gestellt. Ich habe bereits mehrmals per Mail & Live-Chat darum gebeten.

Please forward me the messages with your game history requests to [email protected]. Kindly include the messages you received from the casino as well. Thank you for your cooperation.

I sent you everything by email to [email protected] .

Best regards

Ich habe Ihnen alles per Mail gesendet an [email protected].

Liebe Grüße

Have you received your gaming history as you requested?

Have you received any updates from the casino customer support regarding your cashback?

No, unfortunately I still haven't received my game history. It's been taking a really long time now.

I haven't received any news regarding my cashback yet.

Could you please contact the casino now?

Nein, ich habe die Spielhistorie leider immer noch nicht erhalten. Es dauert mittlerweile schon wirklich sehr lange.

Ich habe auch noch keine Neuigkeiten bezüglich meines Cashbacks erhalten.

Könnten Sie nun bitte mit dem Casino in Kontakt treten?

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, Michal ([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

Hello WilliamsSimzz,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite ExciteWin Casino to join the conversation.

Dear ExciteWin Casino,

Could you please provide us with a clarification regarding how the player's cashback was calculated? According to the player, the amount they received was significantly lower than what they believe they were entitled to.

If there are any additional factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at [email protected] for an independent review.

Thank you in advance.

Urgent update – new and independent payment case exceeding €1,000

Hello Casino Guru Team,

I would like to use this existing complaint thread to report a new matter that is completely independent of my previous complaint .

My original complaint in this thread concerns the insufficient cashback amount and is unrelated to the following case. Since I was informed when attempting to open a new complaint that I already have an open complaint about ExciteWin and that new cases should be added to the existing thread, I would like to document the current situation here.

-> Problem with a deposit of €1,000

On Monday around 1:00 AM , I tried to deposit €1,000 into my ExciteWin player account .

The payment was made via the payment service provider Sofortuber using my Revolut account .

The full amount of €1,000 was demonstrably debited from my Revolut account . According to Revolut, the payment was successfully transmitted to and received by ISX Financial as the recipient bank.

However, to this day the deposit has not been credited to my ExciteWin player account.

What is particularly problematic is that Sofortuber displays the following status when the payment link is accessed:

Payment canceled – Your payment has been cancelled. No funds were deducted from your account.

This statement demonstrably does not correspond to the actual events. €1,000 was indeed debited from my Revolut account. Revolut shows the payment as successful and confirms the transfer to the recipient bank.

This means that €1,000 of my money has been withdrawn since Monday without the amount being credited to my player account or refunded to me.

I have contacted both ExciteWin (support and VIP manager) and ISX Financial several times and explained the situation, including the relevant proof of payment. Unfortunately, I have not yet received any concrete feedback or a solution .

I find it extremely problematic that currently none of the parties involved are apparently seriously concerned with clarifying the matter, while €1,000 of my money has been in the payment process since Monday.

I therefore expressly request Casino Guru's support and urge them to immediately investigate this payment transaction with ExciteWin . ExciteWin, together with Sofortuber and ISX Financial, should determine the whereabouts of the €1,000 and why the payment was not credited to my player account despite successful debiting.

I expect either the immediate crediting of the €1,000 to my ExciteWin player account "Williamssimba" or, if the deposit cannot actually be processed, a full refund of the amount to my Revolut account.

I will of course provide all evidence, in particular the Revolut transaction details including transfer confirmation and screenshots.

I sincerely hope that Casino Guru can also mediate in this new problem, which is independent of the cashback case , and help to ensure that the process is resolved promptly and transparently.

It is unacceptable to me that an amount of €1,000 has been debited from my account since Monday and I have not yet received a credit note, a refund, or any concrete information about the whereabouts of the money.

Thank you so much for your support.

Dringendes Update – neuer und unabhängiger Zahlungsfall über 1.000 €

Hallo Casino-Guru-Team,

ich möchte diesen bestehenden Beschwerdethread nutzen, um einen neuen und von meiner bisherigen Beschwerde vollständig unabhängigen Sachverhalt zu melden.

Meine ursprüngliche Beschwerde in diesem Thread betrifft das zu niedrig gutgeschriebene Cashback und hat mit dem folgenden Fall nichts zu tun. Da mir bei dem Versuch, eine neue Beschwerde zu eröffnen, angezeigt wurde, dass ich bereits eine offene Beschwerde über ExciteWin habe und neue Fälle bitte im bestehenden Thread ergänzen soll, möchte ich den aktuellen Sachverhalt hier dokumentieren.

-> Problem mit einer Einzahlung von 1.000 €

Am Montag gegen 01:00 Uhr habe ich versucht, 1.000 € auf mein ExciteWin-Spielerkonto einzuzahlen.

Die Zahlung erfolgte über den Zahlungsdienstleister Sofortuber unter Verwendung meines Revolut-Kontos.

Der Betrag von 1.000 € wurde nachweislich vollständig von meinem Revolut-Konto abgebucht. Laut Revolut wurde die Zahlung erfolgreich an ISX Financial als Empfängerbank übermittelt und von dieser auch erhalten.

Bis heute wurde die Einzahlung jedoch nicht meinem ExciteWin-Spielerkonto gutgeschrieben.

Besonders problematisch ist, dass Sofortuber beim Aufruf des Zahlungslinks folgenden Status anzeigt:

Payment cancelled – Your payment has been cancelled. No funds were deducted from your account.

Diese Aussage entspricht nachweislich nicht den tatsächlichen Vorgängen. Es wurden sehr wohl 1.000 € von meinem Revolut-Konto abgebucht. Revolut weist die Zahlung als erfolgreich aus und bestätigt die Übermittlung an die Empfängerbank.

Damit sind seit Montag 1.000 € meines Geldes abgebucht, ohne dass der Betrag meinem Spielerkonto gutgeschrieben oder an mich zurückerstattet wurde.

Ich habe sowohl ExciteWin (Support + VIP-Manager) als auch ISX Financial bereits mehrmals kontaktiert und den Sachverhalt einschließlich der entsprechenden Zahlungsnachweise geschildert. Leider habe ich bislang keine konkrete Rückmeldung oder Lösung erhalten.

Ich finde es äußerst problematisch, dass sich aktuell offenbar keine der beteiligten Stellen ernsthaft um die Aufklärung des Vorgangs kümmert, während sich 1.000 € meines Geldes seit Montag im Zahlungsprozess befinden.

Ich bitte Casino Guru daher ausdrücklich um Unterstützung und darum, ExciteWin zur unverzüglichen Prüfung dieses Zahlungsvorgangs aufzufordern. ExciteWin sollte gemeinsam mit Sofortuber und ISX Financial nachvollziehen, wo sich die 1.000 € befinden und warum die Zahlung trotz erfolgreicher Abbuchung nicht meinem Spielerkonto gutgeschrieben wurde.

Ich erwarte entweder die unverzügliche Gutschrift der 1.000 € auf meinem ExciteWin-Spielerkonto „Williamssimba" oder, falls die Einzahlung tatsächlich nicht verarbeitet werden kann, die vollständige Rückerstattung des Betrags auf mein Revolut-Konto.

Ich stelle sämtliche Nachweise, insbesondere die Revolut-Transaktionsdetails inklusive Überweisungsbestätigung und Screenshots selbstverständlich zur Verfügung.

Ich hoffe sehr, dass Casino Guru auch bei diesem neuen, vom Cashback-Fall unabhängigen Problem vermitteln und dazu beitragen kann, dass der Vorgang zeitnah und transparent geklärt wird.

Für mich ist es nicht akzeptabel, dass ein Betrag von 1.000 € bereits seit Montag meinem Konto belastet wurde und ich bislang weder eine Gutschrift noch eine Rückerstattung oder eine konkrete Auskunft über den Verbleib des Geldes erhalten habe.

Vielen Dank für eure Unterstützung.

UPDATE: The problem with the €1000 deposit has thankfully been resolved.

HOWEVER: THE COMPLAINT REGARDING INADEQUATE CASHBACK HAS NOT YET BEEN RESOLVED .

UPDATE: DAS PROBLEM MIT DER 1000 EUR-EINZAHLUNG HAT SICH GLÜCKLICHERWEISE ERLEDIGT.

ABER: DIE BESCHWERDE HINSICHTLICH DES UNZUREICHENDEN CASHBACKS IST NOCH NICHT GELÖST.

Dear all,

Thank you for bringing this to our attention.

In order to investigate this matter with our team, we would kindly please ask of you to confirm to us if the insufficient cashback was from period of 13.07 to 19.07.

Kind regards,

ExciteWin Team

Thank you all for your response, I'm glad to see that the issue with the €1000 deposit has been resolved.

I trust the discrepancy with the cashback will be clarified soon too.

Dear WilliamsSimzz,

Please confirm the time period for the cashback in dispute.

Dear WilliamsSimzz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, it concerns the period from July 13th to July 19th.

Ja, es geht um den Zeitraum von 13.07. bis zum 19.07.

Dear player,

Thank you for additional information. We would like to inform you that your request has been forwarded to our specialized department, and they are currently investigating the issue.

We appreciate your patience and understanding while our team works through this.

Kind regards,

ExciteWin Casino

Dear ExciteWin Casino,

We look forward to your timely update regarding the cashback in from July 13th to July 19th in dispute.

Dear all,

Thank you for your patience while we investigated this matter. Please accept out apologies for any inconvenience caused by this and let us reassure you that we do not mean to cause any to our valued players.

Upon review of the relevant period, please be advised that VIP level 5 accounts are eligible for a 15% cashback rate. Applying the 15% rate for VIP Level 5 to the 2,700.00 EUR results in 405.00 EUR. After deducting the initial credit of 73.81 EUR, the remaining difference of 331.19 EUR was rounded up, and the final top-up of 332.00 EUR has been successfully credited to the account.

Kind regards,

ExciteWin Team

Dear ExciteWin Casino,

Thank you for the clarification and for crediting the player with the additional amount.

Dear WilliamsSimzz,

I trust that the clarification provided by the casino team has addressed your concerns and that the funds have now been received by you.

May I proceed with closing this case as Resolved, or is there anything further you require assistance with that falls within the scope of our possibilities?

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

Dear WilliamsSimzz,

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,

Michal

Casino Guru