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.
Opened
Current status
Waiting for Casino Guru to reply
2d 2h 37m 56s
AquaWin Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
4 weeks 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
3 weeks 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.
Public
Public
3 weeks 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
Public
Public
3 weeks ago
Translationhi
I only played one slot game where I actually won, and that was Jewel Rush by Pragmatic Play. After my big win, I also played the 888 Dragons slot by Pragmatic Play because I still had to wager.
As additional documents, Proof of E-Wallet Ownership & Proof of Deposits were requested. I uploaded these documents via the casino website 7 days ago, i.e., last week on Monday, February 2nd, 2026. These additional documents have not yet been confirmed.
The casino itself did not contact me regarding verification.
Best regards
Pidi27
Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
TranslationHi, I contacted VIP support again, and they still want proof of ownership of my crypto wallet, including my name, address, and email address. However, Trustwallet doesn't require any personal data, just a screenshot of my crypto address.
Edited
Automatic translation:
Public
Public
2 weeks ago
Thank you for your reply.
Have you tried contacting the casino’s customer support via email and requesting assistance with the verification of ownership of your Trust Wallet? In some cases, email support can be more helpful than live chat when it comes to verification-related matters.
Since Trust Wallet is a non-custodial wallet (it does not contain the user’s name or any account holder details), casinos usually accept alternative proof of ownership. This may include a screenshot or a short video showing the wallet address, the specific coin or token used, and the transaction history. Alternatively, the casino may ask you to sign a message directly in Trust Wallet. The message would be provided by the casino and would cryptographically prove that you control the wallet, although not all casinos support this option.
Public
Public
2 weeks ago
Translationhi
I had already provided the aforementioned screenshot, and now they have requested further proof of payment, which I had already uploaded and have now uploaded again.
Automatic translation:
Public
Public
1 week ago
TranslationHi, my verification is finally complete & the first 3 payouts have been processed.
Automatic translation:
Public
Public
1 week ago
Hello Pidi27,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Public
Public
1 week ago
TranslationHi, I'm writing to inform you that the last withdrawal was processed on Saturday, February 21st. No further withdrawals have been processed since. I've been in the live chat every day and have also contacted support multiple times via email, but each time I receive a different answer. They tell me my pending withdrawals are in the final stages of processing, or that they're currently processing a high volume of withdrawals, or that there were technical problems with the payment provider. To me, these all sound like excuses. I hope you can help me with this.
Best regards
Pidi27
Edited
Automatic translation:
Public
Public
1 week ago
TranslationAquawin is not meeting the payout limits and processing times stated on their website. Even multiple contacts with the VIP manager have not resulted in any further action.
Of the €7000 I was supposed to receive in February, only €2100 was paid out, and new payments are pending for 9 days despite completed verification.
Failure to adhere to the stated limits significantly delays the payout of the full amount. I request that at least €10,000 be paid out in March, as the stated limit could not be met in February due to systematic delays.
Best regards
Pidi27
Automatic translation:
Public
Public
5 days ago
Thank you for your patience while I was out of the office, and thank you as well for keeping me updated regarding your complaint.
I’m glad to hear that your account has now been verified and that you have started receiving parts of your winnings.
- Could you please send me a screenshot showing the currently pending withdrawal requests in your casino account?
Additionally:
- When was the last time you received a payment from this casino?
- How long does it usually take for your withdrawal requests to be processed and paid out?
If you have any communication between you and the casino’s customer support regarding the delay in processing your withdrawals, kindly forward it to me at veronika.f@casino.guru. Thank you for your cooperation.
