Three ways through
Contact Excitewin Casino through the channel that fits your question
Support answers around the clock, so reach the team in live chat, by e-mail or by phone whenever your question comes up.
Start the chat
Must be 18 or older to play. Full terms at Excitewin.com.
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Live chat, e-mail and phone support
Live chat support
Best for a quick decision on a pending withdrawal or a locked screen, since a specialist replies in about one minute at any hour.
Excitewin Casino e-mail support
Best for documents, statements and anything you want in writing: write to [email protected] and expect a reply within about twelve hours.
Call the support line
Best for a payment that has stalled and needs talking through: call +61 2 6803 0293 (AEST), with a wait of about five minutes on the line.
Local support
Excitewin Casino support for players in Australia
Support runs on the same round-the-clock schedule here as everywhere else, timed to Australian clocks.
How to reach us
Phone in Australia: +61 2 6803 0293; Time zone: AEST; Languages: English, German, Finnish, Norwegian; Support e-mail: [email protected]
Who supervises
Regulator: Curaçao eGaming, licence 8048/JAZ2021-052
Where to get help
Gambling help: Gambling Help Online, Lifeline Australia, National Self-Exclusion Register
Complaint path
Complaint path from support to regulator
By the end you will know each step open to you and who reviews it.
Excitewin Casino written record
Write to [email protected] with your username, the dates involved and what you were told already. A written record lets the team check the same facts you saw.
A named person on your case
Ask for the matter to go to a supervisor when the first reply leaves your question open. Name the outcome you want, and expect a reply on the complaint thread itself.
From closed thread to external review
Should the casino's own process end without agreement, Curaçao eGaming, the regulator named on this page, takes the matter under licence 8048/JAZ2021-052. Bring the same documents and the full message trail.
Straight to the right desk
Excitewin Casino routes your mail by subject
After reading this, you will have sent your message to the desk that actually handles it.
Account and identity
Support, for general questions: [email protected]; Verification, for documents: [email protected]
Money
Payments, for deposits and withdrawals: [email protected]
Other matters
Complaints, for a decision you dispute: [email protected]; Privacy, for personal data requests: [email protected]; Business, for partnerships and trade: [email protected]
Less back and forth
Have these ready before you write
Have this to hand
Gather these before you open a chat or write, so nothing has to be chased.; Registered e-mail address; Account username or player reference; Screenshot of the error or game round; Payment method and last four digits; Photo identification and proof of address
Six details
The company holding your account
Checking these details takes a minute and tells you exactly who stands behind the account.
Company
Legal name: Excitewin N.V.; Company number: 356847 (Curaçao); Address: Pareraweg 45, Willemstad, Curaçao
Licence
Regulator: Curaçao eGaming; Licence number: 8048/JAZ2021-052
Written contact
Support e-mail: [email protected]
Answers before you wait
What do you want to know before you contact us?
What if I need help in a language other than English?
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What if I write in a language the team does not use? Support answers in English, German, Finnish and Norwegian, so try one of those four. A message in any other language may wait longer for a reply you can read.
When will my documents be approved?
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How long does verification take? Once your photo identification, proof of address and payment card image reach the team, checks usually finish inside twenty-two hours. Send clear, uncropped images and the count rarely stretches further.
What happens when the answer I get does not help?
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What happens when a reply leaves you unsatisfied? Ask the agent to escalate the case, then put it in writing to [email protected]. If the outcome still feels wrong, you may take the matter to Curaçao eGaming, the body that issued licence 8048/JAZ2021-052.
Can I get help on a Sunday morning?
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Can I reach anyone at night or on a weekend? Yes. Support runs 24 hours a day, 7 days a week, measured in AEST, so a Sunday morning or a late Saturday night both get an answer.
Do I need a reason to ask for my data?
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Do I need to explain why I want my data? No reason is required. Send a copy or deletion request to [email protected], and the team confirms what it holds and what it can remove under its obligations.
Do I need to know who licenses this site?
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Do I need to check the licence before playing? It helps. Excitewin N.V. holds licence 8048/JAZ2021-052 from Curaçao eGaming, and that is the regulator you approach if a complaint stalls.
Seven figures
Hours and typical reply times
Use this when you are deciding whether to wait by the screen or come back later.
Live chat
Chat hours: 24 hours a day, 7 days a week; Chat first reply: 1 minute; Hours given in: AEST
E-mail
E-mail address: [email protected]; E-mail reply: 12 hours
Phone
Phone number: +61 2 6803 0293; Phone waiting time: 5 minutes