ExciteWin Casino - La solicitud de cierre de cuenta del jugador fue ignorada.

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.

Important notice:

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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 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 support@excitewin.com, 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: petra.h@casino.guru.
• 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: petra.h@casino.guru 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 petra.h@casino.guru 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 petra.h@casino.guru 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 (jakub.m@casino.guru). 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 Kubo,

Thank you very much for following up.

To clarify: To the best of my knowledge, my ExciteWin account has not yet been permanently blocked.

Thank you for your support.

Hallo Kubo,

vielen Dank für Ihr Nachfassen.

Zur Klarstellung: Nach meinem letzten Kenntnisstand ist mein ExciteWin-Konto noch nicht endgültig gesperrt.

Vielen Dank für Ihre Unterstützung.

Dear all,

We hope you are well.

We would like to reassure the complainant that his account has been permanently closed. The case is currently being reviewed by our management team, we will post a reply as soon as a decision is made.

Your patience is much appreciated.

Kind regards,

Excite Win

Hello Kubo,

Hello ExciteWin,

I would like to clarify this statement by ExciteWin.

Contrary to today's announcement from the casino, my ExciteWin account has not been permanently closed.

I still have access to the account (login and deposits are possible).

Thank you for your support.

Hallo Kubo,

Hallo ExciteWin,

ich möchte diese Aussage von ExciteWin klarstellen.

Entgegen der heutigen Mitteilung des Casinos ist mein ExciteWin-Konto nicht endgültig geschlossen worden.

Ich habe weiterhin Zugriff auf das Konto (Login und Einzahlungen sind möglich).

Vielen Dank für Ihre Unterstützung.

Hello Kubo,

Quick update: My ExciteWin account has indeed been closed.

In this context, I would like to point out that access was still possible when ExciteWin had previously announced publicly that the account had already been permanently closed.

Thank you for your continued support

Hallo Kubo,

kurzes Update: Mein ExciteWin-Konto ist inzwischen tatsächlich geschlossen worden.

Ich möchte in diesem Zusammenhang festhalten, dass der Zugriff noch möglich war, als ExciteWin zuvor öffentlich mitteilte, das Konto sei bereits endgültig geschlossen.

Vielen Dank für Ihre weitere Unterstützung

Hello Kubo,

I would like to inform you about the current status.

ExciteWin contacted me privately via email and offered me a refund of €6,400.

According to my complete statement, my net losses since my explicit self-exclusion request of October 14, 2025, amount to over €10,000.

In my view, the current offer does not cover this damage.

I therefore request a refund of all my losses incurred after October 14, 2025, as my account was not blocked despite clear notification of my gambling addiction and multiple requests, and I continued to have access.

Thank you for your support.

Hallo Kubo,

ich möchte Sie über den aktuellen Stand informieren.

ExciteWin hat mich privat per E-Mail kontaktiert und mir eine Rückerstattung in Höhe von 6.400 € angeboten.

Nach meiner vollständigen Aufstellung belaufen sich meine Nettoverluste seit meiner ausdrücklichen Selbstsperranfrage vom 14.10.2025 jedoch auf über 10.000 €.

Das derzeitige Angebot deckt diesen Schaden aus meiner Sicht nicht ab.

Ich bitte daher um Rückerstattung meiner gesamten Verluste, die nach dem 14.10.2025 entstanden sind, da mein Konto trotz klarer Mitteilung meiner Spielsucht und mehrfacher Aufforderung nicht gesperrt wurde und ich weiterhin Zugriff hatte.

Vielen Dank für Ihre Unterstützung.

Dear all,

We hope you are well.

We took the time to thoroughly investigate the case and concluded that the net losses incurred by the complainant are exactly €6,400.

We are willing to refund this amount and rely on the complainant's honesty and cooperation to do so.

If there are any further questions or concerns, we will be happy to address them.

Kind regards,

Excite Win

Hello Kubo,

Hello Excitewin,

I disagree with this account by ExciteWin.

I continue to demand reimbursement of all my net losses incurred since my explicit self-exclusion request of October 14, 2025. According to my complete statement, these losses significantly exceed €10,000.

I have already provided you with a screen recording of all completed deposits and withdrawals since October 14, 2025, which proves this higher amount.

The offer of €6,400 mentioned by ExciteWin does not cover this damage.

Hallo Kubo,

Hallo Excitewin,

dieser Darstellung von ExciteWin widerspreche ich.

Ich fordere weiterhin die Rückerstattung meiner gesamten Nettoverluste, die seit meiner ausdrücklichen Selbstsperranfrage vom 14.10.2025 entstanden sind. Diese liegen nach meiner vollständigen Aufstellung deutlich über 10.000 €.

Ich habe Ihnen bereits ein Screenrecording mit sämtlichen abgeschlossenen Ein- und Auszahlungen seit dem 14.10.2025 zur Verfügung gestellt, das diese höhere Summe belegt.

Das von ExciteWin genannte Angebot über 6.400 € deckt diesen Schaden nicht ab.

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

Dear Casino Guru,

I hope this message finds you well.

We kindly inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience.

Kind regards,

Excite Win

Dear Kubo,

Please note that we have sent you an email regarding the matter. Please review it at your earliest convenience.

If there are any further questions or concerns, we will be happy to address them.

Kind regards,

Excitewin Team.

Dear all,

We would kindly request that another analyst be assigned to review the complaint. This would allow us to move forward with the case in a timely and appropriate manner.

We appreciate your support and cooperation in this matter.

Kind regards,

Excitewin Team.

Hello Kubo,

Hello ExciteWin,

I would like to reiterate that my ExciteWin account remained fully accessible until my public announcement here in the thread on January 11, 2026, and I was able to log in, deposit and play until that time, even though I had explicitly requested permanent account closure due to gambling addiction on October 14, 2025.

Accordingly, losses continued to be incurred during this period. My total net losses during the aforementioned period amount to over €10,000.

I would be very pleased if this matter could be resolved promptly, and I thank both you, Kubo, and ExciteWin for your continued efforts. However, I also have no objection to ExciteWin requesting a new analyst. It is in my interest that this case is concluded as soon as possible.

Thank you for your support.

Hallo Kubo,

Hallo ExciteWin,

ich möchte nochmal festhalten, dass mein ExciteWin-Konto bis zu meinem öffentlichen Hinweis hier im Thread am 11.01.2026 weiterhin vollständig zugänglich war und ich mich bis zu diesem Zeitpunkt einloggen, einzahlen und spielen konnte, obwohl ich bereits am 14.10.2025 ausdrücklich um eine dauerhafte Kontoschließung wegen Spielsucht gebeten hatte.

Entsprechend sind auch in diesem Zeitraum weiterhin Verluste entstanden. Die Gesamtnettoverluste in dem oben genannten Zeitraum von mir betragen über 10.000 Euro.

Ich würde mich sehr freuen, wenn der Fall zeitnah geklärt werden könnte, und danke sowohl Ihnen, Kubo, als auch ExciteWin für die weitere Bearbeitung. Ich habe aber auch keine Einwände gegen die Forderung nach einem neuen Analysten von ExciteWin. Es liegt auch in meinem Interesse, dass dieser Fall zeitnah abgeschlossen wird.

Vielen Dank für Ihre Unterstützung.

Hello Everyone,

I apologize for the delay in my response.

Dear ExciteWin Casino,

Thank you for your email. I confirm that I have received your message and reviewed its contents. At this stage, I would kindly request the complete history of the player’s deposits and withdrawals covering the period from October 14, 2025, to today’s date.

Thank you for your cooperation. I look forward to your response.

Dear Kubo,

I hope this message finds you well.

We kindly inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience.

Kind regards,

Excite Win

Dear Kubo,

We kindly inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience. Do we have any updates regarding the matter ?

Kind regards,

ExciteWin Team

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

Hello dear CasinoGuru team,

I would like to politely inquire whether there is an update regarding my complaint.

Almost two weeks have passed since I requested the complete deposit and withdrawal history. As the responsible analyst is now on vacation for the second time during this case, I wanted to inquire whether the case has been reviewed in the meantime or if it can be handled by another analyst.

Thank you very much and best regards

Hallo liebes CasinoGuru-Team,

ich möchte höflich nachfragen, ob es einen aktuellen Stand zu meiner Beschwerde gibt.

Seit der Anforderung der vollständigen Ein- und Auszahlungshistorie sind inzwischen fast zwei Wochen vergangen. Da der zuständige Analyst jetzt während dieses Falls schon zum Zweiten Mal im Urlaub ist, wollte ich nachfragen, ob der Fall zwischenzeitlich geprüft wurde oder gegebenenfalls von einem anderen Analysten weiterbearbeitet werden kann.

Vielen Dank und viele Grüße

Dear bludiadax,

I sincerely apologize for my recent unavailability in addressing your complaint due to health complications. Nevertheless, I am now back and have already sent further inquiries to the casino on your behalf.

For your information, we are currently reviewing the total amount of your losses since October 14, 2025, as you pointed out, because the figures appear to be incorrect.

Thank you very much for your patience.

Dear ExciteWin Casino,

I have sent a response to your previous email and am now awaiting your reply.

Thank you for your attention.

Hello Kubo,

It's great to have you back. I hope you're feeling better!

I would like to add a current update.

Although my account is supposed to be permanently closed according to ExciteWin and I have requested a self-exclusion due to gambling addiction, I received promotional and bonus offers from ExciteWin again today via email and SMS, explicitly urging me to make a deposit.

I am attaching relevant screenshots as proof.

In my view, this shows that player protection measures are still not fully implemented.

Furthermore, I demand immediate reimbursement of my losses of over 10,000 euros since October 14th.

Thank you for your support.

Hallo Kubo,

schön, dass Sie wieder da sind. Ich hoffe es geht Ihnen besser!

Ich möchte ein aktuelles Update ergänzen.

Obwohl mein Konto laut ExciteWin dauerhaft geschlossen sein soll und ich eine Selbstsperre wegen Spielsucht beantragt habe, habe ich heute erneut Werbe- und Bonusangebote per E-Mail und SMS von ExciteWin erhalten, die mich ausdrücklich zum Einzahlen auffordern.

Ich füge entsprechende Screenshots als Nachweis bei.

Aus meiner Sicht zeigt dies, dass die Spielerschutzmaßnahmen weiterhin nicht vollständig umgesetzt sind.

Außerdem fordere ich umgehend meine Verluste von über 10.000 Euro seit dem 14.10. zurück.

Vielen Dank für Ihre Unterstützung.

Dear Kubo,

We kindly inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience. 

Kind regards,

ExciteWin Team

Dear parties,

my name is Martin and I will be taking care of this complaint from now on. Unfortunately, my colleague is currently unable to continue the mediation process due to health reasons. I have familiarized myself with the complaint and I will do my best to expedite the process.

Dear casino representative,

please send the latest emails addressed to Kubo to my email address (martin.l@casino.guru) instead. I will review the evidence as soon as possible. Your continued cooperation is appreciated.

Dear  Martin,

Thank you for the reply.

We kindly inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience. 

Kind regards,

ExciteWin Team

Dear casino representative,

thank you for your message.

Dear bludiadax,

I have now reviewed the evidence submitted by the casino representative. According to your transaction history, you have lost 8,850EUR since 14.10. A portion of this balance however, 2450EUR according to the casino's system, comes from a bonus you have received and we will unfortunately be unable to request this amount to be returned to you. Sadly, we can only require the casino to pay out your real money losses incurred from the time your account should have been closed, which constitutes the mentioned 6400 EUR.

However, if you believe the figures are not adding up, feel free to send your transaction history/bank statement to martin.l@casino.guru. In case you believe the amounts fit the timeframe, please confirm this in the thread, so the casino representative may start the refund process.

Hello everyone,

Based on my complete bank statements, the total deposits in the relevant period from October 14, 2025, amount to approximately €16,660 according to my current calculations.

I have sent all the evidence I have (screen recordings of the ExciteWin transactions and corresponding bank statements) to you, Martin, via email.

Since ExciteWin still has access to my full customer account as well as to the internal transaction and bonus accounting, I request that the casino reconcile these amounts with its system and transparently disclose which deposits are actually attributable to the ExciteWin account.

To my knowledge, the sum currently quoted by the casino only considers the period from October 14, 2025 to December 9, 2025. However, in my opinion, the entire period from October 14, 2025 until the actual account closure in January 2026 should be included in the calculation.

Thank you for the further review.

Hallo zusammen,

auf Basis meiner vollständigen Bankauszüge belaufen sich die Gesamteinzahlungen im relevanten Zeitraum ab dem 14.10.2025 nach meiner derzeitigen Aufstellung auf rund 16.660 €.

Sämtliche mir vorliegenden Belege (Screenrecording der ExciteWin-Transaktionen sowie entsprechende Kontoauszüge) habe ich per E-Mail an dich, Martin, übermittelt.

Da ExciteWin weiterhin Zugriff auf mein vollständiges Kundenkonto sowie auf die interne Transaktions- und Bonusverrechnung hat, bitte ich darum, dass das Casino diese Beträge mit seinem System abgleicht und transparent darlegt, welche Einzahlungen dem ExciteWin-Konto tatsächlich zuzuordnen sind.

Die aktuell vom Casino genannte Summe berücksichtigt nach meinem Kenntnisstand ausschließlich den Zeitraum vom 14.10.2025 bis zum 09.12.2025. Aus meiner Sicht sollte jedoch der gesamte Zeitraum vom 14.10.2025 bis zur tatsächlichen Kontosperrung im Januar 2026 in die Berechnung einbezogen werden.

Vielen Dank für die weitere Prüfung.

Dear bludiadax,

thank you for your response. I have sent you an additional email.

Hi Martin,

I just replied to your email.

Best regards

Hallo Martin,

ich habe dir soeben auf deine Mail geantwortet.

Viele Grüße

Dear casino representative,

thank you for your continued cooperation. Upon further communication with the player, I would like to address a couple of more things.

It seems the player's bank statements only reflect the withdrawals of 500EUR completed on 4th of November, 6th of November and 7th of November. Is there a possibility that the remaining withdrawals in the total amount of 4500EUR might have been cancelled and returned back to the player's balance? Alternatively, could they have been processed by a different payment method? I believe this question could be answered by inspecting the player's game history or by the casino providing us with sender side proof of the transaction being completed. Would you be able to provide us with either of these?

Thank you again for your continued involvement in the resolution process.

Dear Martin,

Thank you for the reply.

We kindly inform you that all withdrawals of the player were successfully completed but with different payment method.

We will provide the reference numbers of the remaining 4,500 eur withdrawals.

Kind regards,

ExciteWin Team

Hello everyone,

I've reviewed my bank statements again and come to the following conclusion. I received the following transfers, which I can attribute to ExciteWin:

Since I was informed that my last transaction on the ExciteWin account was on December 21, 2025, I have limited my search to this period.

Furthermore, I'm not entirely clear on how a bonus can play a role in calculating the difference between my deposits and withdrawals on ExciteWin. In my understanding, I should be reimbursed for the net losses, i.e., the difference between deposits and withdrawals. I don't quite understand how the bonus is structured in such a way that it affects this calculation. However, I'm open to further information.

Additionally, I have these transactions on my credit card, which I can clearly attribute to ExciteWin (through comparison with the screen recording when I still had access to my account):

My calculations (without taking bonuses into account) and after deducting payouts result in a total of 10460.

I'll send you the Excel file with the detailed list of transactions and references by email, Martin.

Thank you so much for your help.

bludiadax

Hallo zusammen,

ich habe nochmal meine Kontoauszüge durchforstet und bin zu folgendem Schluss gekommen. Ich habe folgende Überweisungen erhalten, die ich ExciteWin zuordnen kann:

Da mir mitgeteilt wurde, dass meine letzte Transaktion auf dem ExciteWin Konto am 21.12.2025 war, habe ich meine Suche auf diesen Zeitraum eingegrenzt.

Außerdem ist mir nicht ganz klar, wie ein Bonus bei der Berechnung der Differenz der Ein- und Auszahlungen von mir auf ExciteWin eine Rolle spielen kann. Nach meiner Auffassung müssten mir die Nettoverluste, also die Differenz aus Ein- und Auszahlungen erstattet werden. Ich verstehe da nicht so recht, wie sich der Bonus zusammensetzt, sodass er in diese Berechnung eingreift. Ich bin aber offen für neue Informationen.

Zusätzlich habe ich diese Umsätze in meiner Kreditkarte, die ich eindeutig ExciteWin zuordnen kann (durch den Abgleich mit dem ScreenRecoring, als ich noch Zugriff auf mein Konto hatte):

Ich komme bei meinen Berechnungen (ohne Berücksichtigung von Boni) mit Abzug der Auszahlungen auf eine Summe von 10460.

Die Excel-Datei mit der genauen Auflistung der Transaktionen mit Referenzen schicke ich dir per Mail, Martin.

Vielen Dank für Ihre Hilfe.

bludiadax

Dear all,

Thank you for the patience.

The following is a breakdown of the player's €6,000 withdrawal:

• €1,500 withdrawn were shown on the player's bank statement.

• €500 were rejected and returned to the player's balance.

• Following the reference number, another 4,000 euros were withdrawn.

Totaling 6,000 EUR.

Since we are standing by our position on the refundable amount of €6,400, we must now add the €500 that was returned to the balance.

- 2025-12-12 / 1000 EUR completed( ref: DCONH7CPQ6)

- 2025-12-24 / 1000 EUR completed ( ref: d14eynb8u8 )

-2025-12-09 / 1000 EUR completed (ref on SS)

-2025-12-10 / 1000 EUR completed (ref on SS)

-2025-11-28 / 500 EUR (return to the balance )

Kind regards,

ExciteWin Team

Hello everyone,

I confirm that I have received the 4 mentioned payments.

However, this payment took place on December 29th:

- 2025-12-24 / 1000 EUR completed ( Ref.: d14eynb8u8 )

I was told that the last transaction on my account was supposed to have taken place on December 21, 2025.

So what is the relevant time period?

I will post here all payments that, in my opinion, can be attributed to the casino, along with the corresponding reference.

In my view, the amount to be reimbursed is far higher.

Hallo zusammen,

ich bestätige, dass ich die 4 genannten Auszahlungen erhalten habe.

Allerdings fand diese Auszahlung am 29.12. statt:

- 2025-12-24 / 1000 EUR abgeschlossen ( Ref.: d14eynb8u8 )

Mir wurde gesagt, dass die letzte Transaktion auf meinem Konto am 21.12.2025 stattgefunden haben soll.

Was ist denn nun der relevante Zeitraum?

Ich werde gleich alle Zahlungen, die aus meiner Sicht dem Casino zuzuordnen sind hier mit der dazugehörigen Referenz posten.

Aus meiner Sicht ist die zu erstattende Summe weitaus höher.

Hello everyone,

I have now taken one last look at the complete overview of my deposits at ExciteWin.

Here are all deposits I made between 14.10.2025 and 01.01.2026, along with their payment reference, if available.

The lines highlighted in green are 100% transactions that were made with ExciteWin, as I can verify them with my screen recording from December 14, 2025. I already sent you this screen recording, Martin.

The remaining entries are deposits that I cannot prove with a screen recording, but which I believe I made through ExciteWin. ExciteWin should be able to recognize this through the reference assignment, since ExciteWin also considers withdrawals that occur within this period (i.e., after December 14, 2025).

I arrive at a total of €17,670 in deposits and €5,500 in withdrawals, so a total of €12,170 that would need to be refunded.

If we only consider the period from the screen recording, there would be 13170 deposits and 4500 withdrawals, totaling 8670.

Since I assume that all deposits made up to the closure of my account must be refunded, I arrive at a total of 12170. ExciteWin is welcome to provide proof, if any of the transactions not marked in green cannot be attributed to their casino, by providing the payment references of the deposits.

Best regards

bludiadax

Hallo zusammen,

ich habe mich jetzt noch ein letztes Mal um die komplette Aufstellung meiner Einzahlungen bei ExciteWin gekümmert.

Hier sind alle Einzahlungen im Zeitraum vom 14.10.2025 - 01.01.2026 von mir zusammen mit ihrer Zahlungsreferenz, falls vorhanden.

Die grün markierten Zeilen sind zu 100% Transaktionen, die mit ExciteWin waren, da ich diese mit meinem Screen Recording, welches ich am 14.12.2025 gemacht habe, abgleichen kann. Dieses Screen Recording, habe ich dir ja auch bereits gesendet, Martin.

Die restlichen Zeilen sind Einzahlungen, die ich nicht durch ein Screen Recording belegen kann, bei denen ich aber glaube, dass ich sie bei ExciteWin getätigt habe. ExciteWin müsste das durch die Zuordnung der Referenz erkennen können. Da ExciteWin sich ja auch auf Auszahlungen bezieht, die sich innerhalb dieses Zeitraums (also nach dem 14.12.2025) befinden.

Ich komme auf eine Gesamtsumme der Einzahlungen von 17670 Euro und 5500 an Auszahlungen, also eine Summe von 12170, die erstattet werden müsste.

Nimmt man nur den Zeitraum aus dem Screen Recording, wären es 13170 an Einzahlungen und 4500 an Auszahlungen, also eine Summe von 8670.

Da ich davon ausgehe, dass alle Einzahlungen, die bis zur Schließung meines Kontos getätigt wurde, erstattet werden müssen, komme ich auf eine Summe von 12170. ExciteWin kann gerne belegen, falls einige der nicht grün markierten Transaktionen nicht ihrem Casino zuzuordnen sind durch die Angabe der Zahlungsreferenzen der Einzahlungen.

Viele Grüße

bludiadax

Dear bludiadax,

thank you for your continued cooperation.

Dear casino representative,

could you please address the player's claims? Is 21st December the date of the player's last deposit? Additionally, can you please state, which merchant names does the company use in relation to their transfers? I believe this information could clear things up. In case you consider this information sensitive, you can contact me at martin.l@casino.guru or request your response to be hidden.

Lastly, could you please clarify, whether the bonus amounts removed from the calculation represent only the bonus portion of funds? To explain, in case a player deposits 100EUR and receives additional 100 as a bonus, I still believe he is entitled to the first 100 he has deposited as his real funds.

Dear Martin,

Thank you for the reply.

We kindly inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience. 

Kind regards,

ExciteWin Team

Dear parties,

thank you for your responses.

Dear bludiadax,

deposits to 'XLNC' do not constitute payments to this casino, last deposit was made on 21st of December. Upon checking your excel table, bank statements and casino records once again, you have respectively deposited either 12 465, 12 565 or 12 600 EUR. As records manually added in your excel table or briefly extracted from a bank statement by myself might both be affected by human errors, I am inclined to believe the casino's records, which actually show the highest number.

Regarding withdrawals made, if I understand this correctly, you have only received 5500 of the full 6000, and 500 was cancelled and returned to your account. This would mean you would be entitled to these 500 EUR as well.

Dear casino representative,

thank you for your response. Your current proposition remains at 6 400 EUR. However, right now, I am still missing 200 EUR in the full calculation of a refund. You have previously disclosed - and I can verify and do agree with the claim, that the deposit history shows 14 850 total "deposits" (of which 2250 are actually pure bonus funds - these cannot be counted and are not actual real money deposits).

1. If this was correct, and all withdrawals were paid (6000 EUR in total), the correct refund amount would be 6 600 EUR.
2. In case 500 EUR withdrawal was cancelled, and money was credited to the account and lost, the correct amount to refund would be 7 100 EUR.
3. In case I am missing something, and the mentioned 200 EUR can be found somewhere, both of the possible figures would of course need to be lower by exactly 200.

I therefore invite both parties to once again state their positions.

Hello everyone,

Thank you very much for the further review and the summary of the figures.

First, I would like to confirm that I actually received €5,500 of the total €6,000 payouts mentioned. This also matches the casino's statement.

Furthermore, I confirm that deposits made via the provider "XLNC" should not be attributed to this casino, and I have therefore also excluded these transactions from my calculation.

Regarding the aforementioned €14,850 "deposits" (of which €2,250 is a bonus), I have a question/comment:

The amounts I've listed are solely from actual bank and credit card transactions debited from my account. As I understand it, these are therefore entirely real money deposits and not bonus funds. It's possible I used these deposits to claim a bonus, but this doesn't affect the total amount of my losses.

Therefore, I would like to better understand exactly how the €2,250 bonus amount mentioned in the casino record is calculated and how it is factored into the deposit calculation. In my opinion, only bonus amounts actually granted by the casino – i.e., funds not drawn from my account – should count as bonuses.

I would have interpreted the numbers accordingly as follows:

14,850 deposits—5,500 withdrawals

= 9350 Reimbursement amount

Thank you for the further clarification.

Hallo zusammen,

vielen Dank für die weitere Prüfung und die Zusammenfassung der Zahlen.

Zunächst möchte ich bestätigen, dass ich von den insgesamt genannten 6.000 € Auszahlungen tatsächlich 5.500 € erhalten habe. Dies deckt sich auch mit der Darstellung des Casinos.

Außerdem bestätige ich, dass Einzahlungen über den Anbieter „XLNC" nicht diesem Casino zugeordnet werden sollen, und ich habe diese Transaktionen daher ebenfalls aus meiner Berechnung herausgenommen.

Bezüglich der erwähnten 14.850 € „Einzahlungen" (davon 2.250 € Bonus) habe ich jedoch eine Frage / Anmerkung:

Die Beträge, die ich in meiner Aufstellung aufgeführt habe, stammen ausschließlich aus tatsächlichen Bank- bzw. Kreditkartentransaktionen, die von meinem Konto abgebucht wurden. Nach meinem Verständnis handelt es sich dabei also vollständig um Echtgeldeinzahlungen und nicht um Bonusguthaben. Es kann sein, dass ich diese Einzahlungen genutzt habe, um einen Bonus zu bekommen. Dies beeinflusst die Summe meiner Verluste allerdings nicht.

Daher würde ich gerne besser verstehen, wie genau sich der in der Casino-Aufzeichnung erwähnte Bonusbetrag von 2.250 € zusammensetzt und in welcher Weise er bei der Berechnung der Einzahlungen berücksichtigt wird. Aus meiner Sicht sollten nur tatsächlich vom Casino gewährte Bonusbeträge – also Guthaben, das nicht von meinem Konto stammt – als Bonus gelten.

Ich hätte die Zahlen dementsprechend so interpretiert:

14850 Einzahlungen—5500 Auszahlungen

= 9350 Erstattungsbetrag

Vielen Dank für die weitere Klärung.

Dear bludiadax,

thank you for your response. To clarify briefly - the exported history from the casino mixes both real money deposits and the corresponding bonuses, and shows them both as "deposits," even though they are not both real money. The casino also has a record of the bonus money issued to your account, and they deducted this figure from the total of 14 850 EUR.

Hi Martin,

Thank you very much for the clarification regarding the bonus display in the exported transaction history. This helps me to better understand the calculation.

Under these circumstances, the calculation you presented, with a possible refund amount of €7,100, seems plausible to me.

Thank you very much for your continued support in clarifying the case.

Best regards

bludiadax

Hallo Martin,

vielen Dank für die Klarstellung bezüglich der Bonusdarstellung in der exportierten Transaktionshistorie. Das hilft mir, die Berechnung besser nachzuvollziehen.

Unter dieser Voraussetzung erscheint mir die von dir dargestellte Berechnung mit einem möglichen Rückerstattungsbetrag von 7.100 € nachvollziehbar.

Vielen Dank für deine weitere Unterstützung bei der Klärung des Falls.

Viele Grüße

bludiadax

Dear Martin,

Thank you for your reply.

We would like to clarify that the total bonus amount was €2,450, not €2,250. (We apologize for the misunderstanding. We kindly invite you to check the SS provided via private conversation again; in a text message I wrote an amount of 2,250 EUR, but in the SS it clearly states 2,450 EUR)

We believe this explains the missing €200.

We are confident that the right amount is €6,900. This consists of the €6,400 initial refund offer, plus the €500 that has been returned to the player's account.

We hope this clarifies the matter.

Kind regards,

ExciteWin Team

Hi Martin,

Hello ExciteWin,

Thank you very much for the clarification regarding the bonus amount.

Taking into account the calculation shown, I confirm that I accept the proposed refund amount of €6,900 and agree to this solution.

Many thanks to Martin and the casino team for their support in resolving the case.

Best regards

bludiadax

Hallo Martin,

Hallo ExciteWin,

vielen Dank für die Klarstellung bezüglich des Bonusbetrags.

Unter Berücksichtigung der dargestellten Berechnung bestätige ich, dass ich den vorgeschlagenen Rückerstattungsbetrag von 6.900 € akzeptiere und bin mit dieser Lösung einverstanden.

Vielen Dank an Martin und das Casino-Team für die Unterstützung bei der Klärung des Falls.

Viele Grüße

bludiadax

Dear parties,

thank you very much for your continued cooperation. Please keep me updated on the status of the refund process.

Dear Martin,

We kindly inform you that we have sent you an email template outlining the bank details the player must provide to process the refund. Please review it at your earliest convenience

Kind regards,

ExciteWin Team

Please forward this to me, thank you!

Bitte an mich weiterleiten, danke!

Dear bludiadax,

Thank you for the patience.

We kindly inform you that we have send you an email to provide your Bank details to proceed with your refund.

Please review it at your earliest convenience

Kind regards,

ExciteWin Team

Hello,

I received the email and replied to it.

Thank you!

Hallo,

ich habe die Mail erhalten und darauf geantwortet.

Vielen Dank!

Dear parties,

thank you for the updates.

Dear bludiadax,

please let us know when you receive your funds.

Hello everyone,

I received the money.

The case can now be considered closed.

Best regards

blididax

Hallo zusammen,

ich habe das Geld erhalten.

Der Fall kann nun als geschlossen betrachtet werden.

Viele Grüße

blidiadax

Dear bludiadax,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at ExciteWin Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru