The player from Germany requested assistance after attempting to permanently close his account since August 2nd, 2025, due to gambling addiction and related family issues. Despite his requests, the casino had not responded, leading to further losses. The account was eventually closed, and the player sought a refund of 1,420 EUR for losses incurred after the 24-hour self-exclusion period. The issue was resolved as the casino agreed to refund the player, confirming that the matter would be settled upon receipt of the funds.
AquaWin Casino - Player’s account closure request is ignored.
Resolved
Our verdict
Case closed
Amount: €1,420
AquaWin Casino
Safety Index:Below averageCase summary
Discussion
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6 months ago
Translation
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.
Please support us
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6 months ago
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: [email protected], 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 [email protected].
Thank you very much in advance.
Best regards,
Kristina
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6 months ago
Translation
I have continued access to my account and am losing money every day
I have just forwarded you an email
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6 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin ([email protected]) 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.
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6 months ago
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 [email protected] explicitly mentioning your addiction.
Best regards
Martin
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6 months ago
Translation
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
Edited
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6 months ago
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.
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6 months ago
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.
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6 months ago
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I would like to add again that the
Amount 2055 Euro What I lost in total
Best regards
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5 months ago
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The refund as soon as the money is there the matter is settled
Sincerely, Beteev
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5 months ago
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.
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5 months ago
Translation
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
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5 months ago
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
