ExciteWin Casino - Το αίτημα κλεισίματος λογαριασμού του παίκτη αγνοήθηκε.

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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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 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