The player from Germany has been waiting for three weeks to withdraw his winnings after submitting multiple requests on January 16th, 17th, and 18th. Following a lengthy verification process, he has provided additional documents at the casino's request, but has not received confirmation or assistance despite contacting support.
AquaWin Casino - Player's withdrawals are delayed.
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Waiting for Casino Guru to reply
2d 2h 9m 32s
AquaWin Casino
Safety Index:Below averageCase summary
Discussion
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1 week ago
Translation
Hi, I registered there on January 16th, deposited money, played with the deposit and the welcome bonus, and won. I then finished playing and made the first three withdrawals on January 16th, 17th, and 18th. These weren't processed for 10 days, and I contacted live chat multiple times and also emailed VIP support, but unfortunately, nothing helped. After waiting 10 days, I received an email to verify my account, which I did on January 26th. On February 3rd, my documents were confirmed, but they requested additional documents, which I uploaded immediately. These haven't been confirmed yet. In total, I've been waiting for three weeks since the first withdrawal, and nothing is happening. Neither live chat nor VIP email support can or will help me; I only get standard replies saying it's still being reviewed or that it's taking longer because they have a lot to check. It would be great if something finally happened with your help. Best regards, Pidi27
Automatic translation:
Public
Public
5 days 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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5 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please clarify what types of games you played to accumulate your winnings?
- Which documents were you asked to provide for the additional verification?
- When was the last time the casino communicated with you regarding the verification of your account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
