AquaSpins Casino - Player’s winnings haven’t been received yet.

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Dear chilaya,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

hallo Jean

ich möchte noch hinzufügen das bis heute keine KYC verifizierung per email verlangt worden ist da es hiess das mein mann keine KYC verifiezierung benötigt daher frägt er sich warum dann es noch nicht mal aktualiesiert worden is es steht imer noch das es geprüft wird .

Dear chilaya,

Regrettably, we are unable to accept complaints submitted by individuals other than the affected player. In the event of any difficulties, it is necessary for the player to personally submit the complaint.

We will now proceed to reject this complaint. Thank you for your understanding.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Jean