ExciteWin Casino - Ο παίκτης δεν έλαβε ακόμη τα κέρδη του.

Ladies and Gentlemen

I have been a member of this casino for over 2.5 years and have made numerous deposits and withdrawals. I have lost a considerable amount of money at this casino and can be considered a regular customer. On March 30th, I requested a withdrawal of €460 via bank transfer. Unfortunately, the status of my withdrawal request has not changed since March 30th ("Pending") – even though the casino's policy states a standard processing time of 1-3 business days. Since this timeframe has already passed and customer service is completely unhelpful ("We have no connection to the finance department" + "Please be patient"), I am desperately contacting you. As a regular customer, I simply expect reliable, prompt withdrawals without frustrating delays and stress. I would really like to continue using this casino regularly (for slots and sports betting), but the withdrawal problems (delay times) are making me very unhappy. The winnings from this withdrawal request were accumulated without an active bonus. Thank you in advance for your assistance!

Sehr geehrte Damen und Herren,

Ich bin seit mehr als 2,5 Jahren Mitglied in diesem Casino und habe auch schon zahlreiche Ein-und Auszahlungen vorgenommen. Insgesamt habe ich schon sehr viel Geld bei diesem Casino verloren und kann als Stammkunde bezeichnet werden. Nun habe ich am 30.3 eine Auszahlung in Höhe von 460 EUR per Bank-Transfer beantragt. Leider hat sich der Status meines Auszahlungsantrags seit 30.3 bis heute nicht verändert ("Ausstehend") - obwohl laut Richtlinie des Casinos die Standardbearbeitungszeit 1-3 Werktage beträgt. Da diese Frist bereits verstrichen ist und auch der Kundenservice überhaupt nicht helfen kann ("Wir haben keine Verbindung zur Finanzabteilung" + "Bitte gedulden Sie sich weiterhin") wende ich mich hiermit verzweifelt an Sie. Ich wünsche mir als Stammkunde doch nur zuverlässige, zügige Auszahlungen ohne ärgerliches Hinhalten und Stress. Ich würde wirklich gerne weiterhin dieses Casino regelmäßig benutzen (für Slots + Sportwetten) aber die Probleme bei den Auszahlungen (Auszahlungsdauer) machen mich sehr unglücklich. Die Gewinne aus dem Auszahlungsantrag wurden ohne aktiven Bonus angesammelt. Ich danke im Voraus für Ihre Hilfe!

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

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,

Karla