The player from Germany had been waiting for her withdrawal of €2,350 from Aquawin for four months, following an initial payout of €2,500. She faced repeated verification requests for the same document, despite her account stating "no verification required," and was concerned about the casino's impending closure. We intervened after the player reported that the casino only processed payments following the complaint submission, with repeated document rejections and unclear communication. The issue was resolved when the casino paid out the remaining winnings, allowing the complaint to be closed.
AquaWin Casino - Player's withdrawal is delayed amid casino closure.
Resolved
Our verdict
Case closed
Amount: €2,350
AquaWin Casino
Safety Index 5.7 Below averageCase summary
Discussion
Sensitive attachment
Sensitive attachment
2 months ago
Translation
Date: April 1, 2026
Complaint against Aquawin – payouts are being withheld, repeated verification requests, urgent case due to casino closure.
Dear Casino Guru Team,
I hereby submit an urgent complaint against Aquawin due to withheld payouts, conflicting verification requirements, and the impending closure of the casino.
Financial overview
Total winnings: €4,850
Already paid out: €2,500
Outstanding balance: €2,350
The casino initially processed withdrawals without any problems. However, after €2,500 had been paid out, all further withdrawals were suddenly stopped and a new verification process was initiated.
Background of the profits
On October 29, 2025, I received €500 cashback from the casino.
This cashback was not a bonus, but was credited as real money.
There were no sales requirements or bonus conditions that had to be met.
I used this money to play the game Dice (provider: Spribe), with a stake of about €5 per round.
This resulted in my total profit of €4,850.
Deposits were made via Jeton.
Main problems
1. Sudden change after successful payouts
The casino has already paid out €2,500.
After that, payouts were suddenly stopped and re-verification was required.
2. Endless loop during verification
The same document is requested repeatedly:
→ MiFinity transaction history (September)
I have uploaded this document multiple times.
The request keeps reappearing without any discernible reason.
3. Contradiction in the system
My account clearly states:
→ "No verification required"
Despite this, my payouts continue to be cancelled.
4. Multiple live chat attempts – no solution
I have contacted support multiple times.
It has been confirmed that only this one document is required.
Despite multiple submissions, nothing happens.
5. Withdrawal restrictions
Maximum €500 per 24 hours
Maximum 3 simultaneous withdrawals (1,500 € total)
Withdrawals are not processed daily.
This makes it virtually impossible to pay out the remaining €2,350 in time before the casino closes.
Urgency – Casino Closure
I received an official email stating that Aquawin will close on April 30, 2026.
Deposits will be deactivated starting April 27, 2026.
Due to the payout limits and delays, there is a high risk that I will not receive my remaining €2,350 in time.
I politely request that Casino Guru intervene in this case and ensure that:
my verification will be completed properly
I hope my remaining balance of €2,350 will be paid out immediately. I sincerely hope that Casino Guru might facilitate better communication with the casino.
I can gladly send chat transcripts and documents to the Casino Guru via email.
Thank you in advance for your support.
Best regards
Ninosch
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2 months ago
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.
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2 months ago
Dear Ninosch,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing regarding withheld payouts and verification with Aquawin.
To assist you effectively, we would like to clarify a few points regarding your situation:
- Can you confirm whether you have received any specific reasons from the casino for the repeated verification requests?
- Could you please confirm which verification documents you have already submitted and when you submitted them?
- Have you tried using any alternative documents for verification apart from the MiFinity transaction history?
I hope we will be able to help resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petra
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2 months ago
TranslationDear Petra,
Thank you for your feedback. I will gladly answer your questions in detail:
1. Reasons for the repeated verification requirements
No, at no point did I receive a concrete explanation from the casino as to why my submitted documents were repeatedly rejected or why the same documents were repeatedly requested.
There was no email explanation, no guidance, and no specific requirements as to what exactly was wrong with the documents.
2. Payout history
Initially, payouts were processed without any problems:
November 10, 2025 → €500
November 11, 2025 → €500
November 16, 2025 → €500
Total paid out: €1,500
After these payouts, all further payouts were suddenly stopped, citing a verification process as the reason.
3. Documents already submitted
I have submitted all requested documents completely and multiple times, including:
-Identity card (front and back)
-Proof of address
-bank statement
-Proof of payment (MiFinity e-wallet/deposit method used)
-Selfie with ID
- Selfie with ID + casino website in the background
-MiFinity transaction history
4. Problem with the MiFinity transaction history (main problem)
The main problem lies with the MiFinity account statement:
The casino is repeatedly requesting the MiFinity transaction history for September 2025.
Initially, it was technically only possible to obtain a complete transaction history from MiFinity, not a monthly filtered statement.
I explained this to the casino via email on December 28, 2025.
Despite this explanation, I have not received a reply to this email.
Later I found out that you can now create a perfectly normal PDF bank statement in MiFinity:
I then submitted this directly to the casino, of course.
However, his application was rejected again without explanation.
Then, exactly the same document was requested again.
I resubmitted it → rejected again
This process has therefore been repeated several times.
5. Contradictory communication from support
In the live chat on December 28, 2025, it was confirmed to me that only the MiFinity transaction history is required.
However, as the chat continued, it became clear that:
The support team itself doesn't quite understand which documents are actually needed.
They continue to insist on a document that could not originally be provided for technical reasons.
My suggestions were ignored.
Even in the subsequent live chat on January 23, 2026 , it was confirmed again that this exact document was required – even though I had already submitted it several times.
6. Communication without progress
Several live chats (including 28.12.2025 and 23.01.2026)
No clear feedback, no explanation, no solution
Instead, the process is repeatedly reset to the same point.
Summary
Part of my winnings has already been paid out (€1,500).
After that, payouts were stopped.
All documents were submitted in full.
The MiFinity statement was submitted correctly multiple times.
There is no comprehensible reason for the rejection.
My email went completely unanswered.
Support repeatedly requests the same document without any progress.
The entire process has been going in circles for weeks.
I hope this detailed explanation will help with the further processing of my case.
Thank you for your support.
Best regards
Ninosch
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2 months ago
TranslationDear Petra,
I would like to give an update on my case.
Surprisingly, shortly after I submitted my complaint, a previously outstanding payment of €500 was processed.
However, the majority of my balance is still outstanding (€1,750), and I cannot currently be certain that the remaining payouts will also be processed correctly.
It's striking that the casino only took action after the complaint was filed with Casino Guru. Therefore, I'm concerned that a full payout won't be possible without further assistance.
I would be very grateful if you could continue to accompany me until the remaining amount has been fully paid out.
Thank you for your support.
Best regards
Ninosch
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2 months ago
Dear Ninosch,
Thank you for your reply and for providing the previous details. I am glad to hear that some of your payments have been processed successfully. Are there any updates since your last message?
Could you please provide any additional communication you have had with the casino? This may include screenshots, emails, or chat records. You can send all documents to me at petra.h@casino.guru or post your screenshots directly in the thread.
Thank you again for your cooperation.
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2 months ago
TranslationNo, the casino only started paying out immediately after the complaint was filed online. However, I didn't receive a message. I've just sent you the chat logs.
There has been no further payment since April 6, 2026.
Thank you so much for your support.
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2 months ago
TranslationQuick update. Another €500 was paid out today.
Only two payouts of €500 and €350 remain outstanding.
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2 months ago
Thank you for your update.
I’m glad to hear that your previous withdrawals have now been successfully paid out.
Could you please let me know if there have been any updates regarding other withdrawal requests?
Have the payments already been processed, or are they still pending?
I will be looking forward to your update.
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2 months ago
TranslationHello,
The complaint can be successfully closed.
Aquawin paid out the last amount of my winnings today.
Thank you so much for your support.
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1 month ago
Dear Ninosch,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petra
Casino.Guru
