AquaWin Casino - El retiro del jugador se retrasa.

I've been waiting since September 27th. I keep getting the same response about my money: there are currently delays and it was forwarded to the responsible department to prioritize it, but nothing's happening! According to the terms and conditions, payouts should take 3 business days, but now it's taken over 15 business days.

Ich warte jetzt seit 27.9. Auf mein Geld bekomme immer die gleiche Antwort es würde aktuell zu Verzögerungen kommen und es wurde an die zuständige Abteilung weitergeleitet sie sollten es priorisiert behandeln aber es tut sich nichts! Laut AGB 3 Werktage für die Auszahlung mittlerweile sind es über 15 Werktage

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Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

No, there was no bonus active. This is the first withdrawal, or rather the second, but I canceled the first one myself! And no KYC was required, and if you go to account verification on the site, it says your account doesn't need verification! Besides, I think enough time has passed for them to have required it!

Nein es war kein Bonus aktiv es ist die erste Auszahlung bzw. Die zweite aber die erste habe ich selbst storniert! Und KYC wurde nicht verlangt und wenn man auf der Seite auf Kontoüberprüfung geht steht dort ihr Konto benötigt keine Überprüfung! Außerdem finde ich es ist genug Zeit vergangen in denen man ein solche hätte verlangen können!

Hey, I replied 3 days ago but didn't get a confirmation for the reply

Hey hab vor 3 Tagen geantwortet aber keine Bestätigung für die Antwort bekommen

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi, 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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the AquaWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear AquaWin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear kevinm27689,

Thank you for bringing this to our attention.

We would like to inform you that your account is currently undergoing a verification process. The documents you uploaded are being reviewed by our relevant department, and we will update you as soon as the review is completed.

We appreciate your patience and understanding in the meantime.

Kind regards,

Aquawin Casino Team

You made me wait over a month before sending me the verification request! Do I now have to wait another month for the documents to be verified?

Ihr habt mich über ein Monat warten lassen bis ihr mir die Verifizierungs Aufforderung schickt! Muss ich jetzt nochmal einen Monat warten bis die Dokumente überprüft wurden ?

Dear kevinm27689,

We understand your frustration and are doing our best to complete your verification as soon as possible.

To move forward, we kindly ask you to upload an alternative Proof of Address, as the one previously submitted cannot be accepted due to regulatory rules regarding digital or fintech banks.

Please provide one of the following documents, clearly showing your name:

A recent utility bill (gas, water, electricity, or internet)

A salary slip

A bank statement (PDF format from a traditional/non-digital bank)

Once we receive a valid document, your verification will be prioritized right away.

Thank you for your cooperation.

Kind regards,

Aquawin Casino Team

I can't even upload anything new; you're just stalling! My proof of address is under review, and all I can upload is a bank statement from my bank!

Ich kann nichtmal etwas neues hochladen ihr haltet einen einfach nur hin! Der adressnachweis steht unter Überprüfung und ich kann euch nur einen Kontoauszug hochladen von der Bank bei der ich bin!

Dear kevinm27689,

We understand how important it is for you to complete the process as soon as possible, and our team is doing everything to finalize it to your satisfaction.

As an alternative, you can send the document directly to [email protected], where it will be reviewed manually.

Please note that one of the documents mentioned above will be required in order to successfully complete your account verification.

Thank you for your cooperation.

Best regards,

Aquawin Casino Team

I sent my payslip by email, so what are you waiting for? That was this morning.

Ich habe meine Gehaltsabrwchnung per Email geschickt also worauf wartet ihr das war heute vormittag

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear kevinm27689,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi