ExciteWin Casino - Der Antrag des Spielers auf Schließung seines Kontos wurde ignoriert.

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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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