AquaWin Casino - Se ignora la solicitud de cierre de cuenta del jugador.

Dear Ladies and Gentlemen Casino Guru Team

After several attempts since August 2nd, 2025, I have been addicted and have family problems because of the game. I wrote to the casino about closing the account and blocking it permanently, unfortunately without result and then I suffered further losses.

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Sehr geehrte Damen und Herren casino guru Team

Nach mehrfachen anschrauben seit dem 02.08.2025 weg süchtig und Familien Probleme wegen Spiel habe ich das casino angeschrieben wegen Account schließen sperren dauerhaft leider ohne Ergebnis habe dan weiter verlust erlitten

Bitte um eure Unterstützung

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@aquawin.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Do I understand correctly that you still have access to your casino account? Could you please clarify if the casino replied to any of your messages? If there is any other relevant communication between you and the casino, please forward it to me. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

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I have continued access to my account and am losing money every day

I have just forwarded you an email

Ich habe weitere Zugriff auf mein Account und verliere jeden Tag Geld

Ich habe so eben ihnen eine Email weitergeleitet

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello besarion,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. If there happen to be any developments, please keep me informed.

I would also like to advise you to send more emails to the casino's support at support@aquawin.com explicitly mentioning your addiction.

Best regards

Martin

Hello Martin, my account was finally closed without any response from the casino. I ask for your help regarding a refund after not complying with the terms and conditions 24 hours vrist that I wrote to the casino on August 2nd, 2025. I have suffered several losses and I would like to have back what I have lost after the 24 hour deadline on August 2nd, 2025.

Sincerely, Beteev

Hallo Martin mein Account würde endlich geschlossen ohne jegliche Antwort von dem casino ich bitte um ihre hilfe wegen Rückerstattung nach der nicht Einhaltung der AGB 24 stunden vrist die ich am 02.08.2025 geschrieben habe ans casino habe ich mehrere Verluste erlitten ich möchte nach der 24 Stunde Frist am 02.08.2025 zurück haben was ich verloren habe

Mit freundlichen Grüßen Beteev

Dear besarion,

thank you for updating us, happy to hear the account has been closed. We are still trying to reach the casino regarding the refund.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I would like to add again that the

Amount 2055 Euro What I lost in total

Best regards

Ich möchte nochmals hinzufügen das der

Betrag 2055 Euro Handelt was ich gesamt Verloren habe

Mit freundlichen Grüßen

Sincerely, Beteev

Mit freundlichen Grüßen Beteev

Dear besarion,

thank you for the update. I am also happy to say, that we have received a response from the casino, I am currently creating an account for them.

Regarding the refund, do you believe the proposed amount is correct? You've mentioned before, that you've lost 2055 EUR in total. We can still try to ask the casino for your deposit history and compare it to the dates of your self-exclusion requests. That way, we can come up with our own figure.

Hello Martin, first of all thank you very much

After the 24 hour period the money deposited is 1420 euros so the matter is settled if I have the money by Friday as they wrote

Hallo Martin erstmal Herzlichen Dank

Nach der 24 Stunden Frist ist das eingezahlt Geld 1420 Euro somit ist die Sache geklärt wen ich das Geld bis Freitag habe so wie die geschrieben Haben

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

Dear besarion,

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,

Martin