ExciteWin Casino - El retiro del jugador fue denegado debido a los términos de bonificación.

Hello, I registered at Casino Excite win on September 24th, 2023. And deposited 21 euros, then I asked support to credit me with the welcome bonus of 100% + 200 free spins. Support complied with the request.

I then won 1000 euros during the day and wagered the bonus 40x as prescribed.

I requested a payout of 500 euros and gambled away the other 500 euros.

When I asked today, September 25th, where my money was, I was told that I had violated the AGS because I had used a bonus without a deposit and my withdrawal of 500 euros was canceled. Even after pointing out several times that I didn't use a no deposit bonus, but only used the welcome bonus, the casino refused. I took all the screenshots that prove that I did everything correctly and properly and that the casino is trying to cheat me.

I hope you can help me because the casino is making me stubborn.

Sincerely

Timo *****

Hallo ich habe am 24.09.2023 mich bei dem Casino Excite win angemeldet. Und 21 Euro eingezahlt, anschließend bat ich den Support mir den willkommensbonus von 100% + 200 Freispiele gutzuschreiben. Der Support kam der Bitte nach.

anschließend gewann ich im laufe des Tages 1000 Euro und setzte den Bonus wie vorgeschrieben 40x um.

ich beantragte eine Auszahlung von 500 Euro, die anderen 500 Euro verspielte ich.

als ich heute den 25.09 nachfragte wo denn mein Geld bleibe, sagte man mir ich hätte gegen die ags verstoßen da ich einen Bonus ohne Einzahlung genutzt habe und damit meine Auszahlung von 500 Euro storniert wurde. Auch nach mehrfachen drauf hinweisen das ich keinen Bonus ohne Einzahlung genutzt habe, sondern lediglich den willkommenbonus genutzt habe lehnte das Casino ab. Ich habe sämtliche Screenshots gemacht, die belegen das ich alles richtig und ordnungsgemäß getan habe, und das das Casino mich versucht zu betrügen.

ich hoffe ihr könnt mir helfen, da dass Casino bei mir auf stur macht.

mit freundlichem Gruß

Timo ******

Dear Kingeckrim,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ExciteWin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do you have access to your bonus history? Is the welcome bonus the only bonus credited to your account?

If you could please forward me the correspondence you received from the casino with the specific accusations the casino used. Post the information here or send it to my email at tomas@casino.guru

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

Best regards,

Tomas

Answer given by email

Antwort per Mail gegeben

Can you help me ?

Können Sie mir helfen ?

Thank you very much, Kingeckrim, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Kingeckrim,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite ExciteWin Casino to join the conversation and contribute to the resolution of this complaint.

Dear Customer

Thank you for reaching out to us.

We sincerely apologize for the inconvenience, however the amount was re-credited back to your balance and since you used them in playing games, there are no remaining funds to be withdrawn.

Moreover, your account was closed on your request.

We hope this clarifies the situation and we consider the case resolved.

Best wishes,

Excitewin

Thank you ExciteWin Casino team for clarification.

Dear Kingeckrim,

Can you confirm that the funds were re-credited back to your balance and lost?

Dear Kingeckrim,

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.

Biggest scam, money was credited to my player account with support saying that I can't pay out yet. Of course I gambled everything away.

it's just a shame

Größter Betrug, Geld wurde meinem Spielerkonto gutgeschrieben mit der Aussage vom Support das ich aber noch nicht auszahlen kann. Hab dann natürlich alles verzockt.

es ist einfach eine Schande

Thank you Kingeckrim for your confirmation and sorry to hear that you lost the funds on games. Since the money was redeposited back to your game account, the complaint will be classified as resolved. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter