ExciteWin Casino - プレーヤーは自分のアカウントを使用できません。

Hello everyone.

Since 11.04 I can't do anything : only log in. To date (21.04) no answer, support also not helped. All requested documents for verification were also sent on April 11th. But it is really unfair and unfriendly. I ask for your help!!!!

Kind regards.

Piotr

Hallo zusammen.

Seit 11.04 kann ich nichts tun : nur einloggen. Bis heute (21.04) keine Antwort , Support auch nicht geholfen. Die alle angeförderte Unterlagen für Verifizierung gabe uch am 11.04 geschickt. Es ist aber wirklich unfair und unfreundlich. Ich bitte schön um Ihre Hilfe !!!!

Schöne Grüße.

Piotr

Dear zajob,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you are not able to place any bets, make deposits, or withdrawals?

Also, could you please clarify the dispute value (€1,000)? Is this the value of the funds you have in your account?

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you received any confirmation regarding successful verification?

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,

Kristina

Hello 🙂 So: I wanted to pay out 700 euros and continue playing for 300. Thank you and best regards...

Piotr

Hallo 🙂 Also : 700 Euro wollte ich auszahlen und für 300 weiter spielen. Vielen Dank und liebe Grüße...

Piotr

I uploaded all documents on April 11th. Credit card, ID, bank account and selfie.

Alle Dokumente habe ich am 11.04 hochgeladen. Kreditkarte , Ausweuis , Bankkonto und Selfie.

No messages for verification yet.

Bis jetzt keine Nachrichten wegen Verifizierung.

Thank you very much for your reply, zajob. Do I understand correctly that you have not received any explanation from the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello. Thank you for your message. So : what else can I write down ? I wanted to deposit the money, Excitewin requested documentation for verification. OK I sent everything on 04/11. Until now nothing ! No answer, customer account is not working. I've spoken to support a couple of times and it's always the same: Finance department sends an email and it's being processed! I've got no nerves, really. Can't believe it... 🙁((

Hallo. Vielen Dank für Ihre Nachricht. Also : was kann ich noch mehr aufschreiben ? Ich wollte das Geld einzahlen , Excitewin Unterlagen für Verifizierung angefordert. O.K. Ich habe alles geschickt am 11.04. Bis jetzt nichts ! Keine Antwort, Kundenkonto funktioniert nicht. Paar mals habe ich mit Support gesprochen und immer das gleiche : Finanzabteilung schick Email und in Bearbeitung ! Ich habe schon kein Nerven , wirklich. Nicht zu Fassen ... 🙁((

I sent wrong screenshot. Can you remove this ? Thanks very much

Ich habe falsche Screenshot gesendet. Können Sie das emtfernen ? Vielen Dank

Hello. Today's conversation. Kind regards...

Hallo. Conversation von heute. Schöne Grüße...

Thank you very much, zajob, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello zajob,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

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

Dear ExciteWin Casino,

Can you please provide information on why is the player's account limited? Is the player's account verification still ongoing?

Dear Customer,

Thank you for contacting us.

We acknowledge the receipt of the additional required documents that you have recently submitted. Please remain patient as we endeavour to reply as soon as possible once the verification is completed.

Thank you for your co-operation!

Sincerely,

Excitewin

Hello. I have forwarded all documents. Kind regards.

Piotr

Hallo. Ich habe alle Dokumente nachgesendet. Schöne Grüße.

Piotr

Thank you for the response, ExciteWin Casino.

Dear zajob,

Thank you for providing the casino with additional documents, now I can only ask for your patience and hopefully the casino will successfully finish the verification process soon.

Hello everyone. This is today's conversation. So Excitewin just stole 900 euros from me!!!

Hallo zusammen. Das ist Gespräch von heute. Also Excitewin 900 Euro mir einfach geklaut !!!

Dear ExciteWin Casino,

Can you please provide information on why has the player not passed the KYC verification?

If the information can't be shared publicly please sent them to me at michal.k@casino.guru

Dear Michal,

We would like to inform you that after reviewing the documents provided by the customer, we have concluded that our terms and conditions were breached.

Hence, we have sent an email to you with the evidences at michal.k@casino.guru

Please let us know if you have any questions or concerns.

Thank you for your understanding!

Sincerely,

Excitewin

Quite simply: 900 euros was stolen.

Ganz einfach : 900 Euro geklaut wurde.

Dear zajob,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient evidence of multiple accounts created closely one after another which fall under these rules as mentioned in the casino T&Cs here:

3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per

household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the

Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by

providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve

the right to close some or all of your accounts without any compensation and apply the following sanctions:

- each action performed using a Duplicate Account is considered void;

- any promotions that the Duplicate Account has participated in will be cancelled;

- any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;

- the Duplicate Account will be closed without an option to reopen it.

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited

and will be considered a material breach of these General Terms and Conditions:

- using the Website for commercial purposes or in someone else’s name or interest;

- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

Under these circumstances, I will not be able to help you further and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way.

Taking this fact into account, we agree with the casino's actions, as it just adhered to its terms and conditions.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal