AquaWin Casino - Die Auszahlungen der Spieler verzögern sich.

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

hi ich habe mich am 16. januar dort registriert geld eingezahlt mit der einzahlung & dem Wilkommensbonus gespielt und gewonnen. habe dann zuende gewagert & die ersten 3 auszahlungungen am 16. 17. & 18. januar gemacht. diese wurden 10 tage lang nicht bearbeitet & ich war mehrfach im livechat & habe zusätzlich mit dem vip support über email geschrieben hat leider auch nix gebracht. nach 10 tage warten habe ich eine email erhalten mich zu verifizieren das habe ich dann gemacht am 26. januar. am. 3. februar wurden meine dokumente bestätigt es wurden aber noch zusätzliche dokumente angefordert die ich direkt hochgeladen habe diese wurden leider noch nicht bestätigt. insgesammt seit der der ersten auszahlung warte ich jetzt schon 3 wochen es passiert einfach nix & livechat & vip email support kann oder will mir da nicht weiterhelfen da bekommt mann nur so standart antworten dass es noch geprüft wird oder dass es länger dauert weil es gerade viel zu prüfen gäbe. wäre schon wenn mit eurer hilfe da endlich mal was passiert. Liebe Grüße Pidi27

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.

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

hi

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

hi

ich habe nur 1 slot gespielt bei dem ich dann auch gewonnen habe & das war bei Jewel Rush von Pragmatic Play & nach meinem großen gewinn habe ich noch den slot 888 Dragons von Pragmatic Play gespielt da ich noch wagern musste.

als zusätzliche Dokumente wurden Proof of E-Wallet Ownership & Proof of Deposits angefordert diese Dokumente hatte ich vor 7 Tagen also letzte woche am Montag den 2. Februar 2026 über die Casino website hochgeladen, diese zusätzlichen Dokumente wurden bis heute noch nicht bestätigt.

Das Casino selber hat zu mir keinen Kontakt wegen der Verifizierung aufgenommen.

Liebe Grüße

Pidi27

Hi, 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.

Hi habe nochmal mit dem vip support geschrieben die wollen immer noch nen Eigentumsnachweis meiner Crypto Wallet haben mit Name Adresse & Email haben, aber bei Trustwallet gibt es keine Persönlichen daten nur nen Screenshot meiner Cryptoadresse

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.

hi

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.

hi

ich hatte bereits besagten Screenshot zur Verfügung gestellt und jetzt wurden erneut einzahlungsnachweise angefordert die ich schon hochgeladen hatte und jetzt nochmals hochgeladen habe

Hi, my verification is finally complete & the first 3 payouts have been processed.

Hi mein verify ist endlich abgeschlossen & die ersten 3 auszahlungen wurden bearbeitet

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

Hi, 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

Hi hiermit teile ich ihnen mit dass am Samstag den 21. Februar das letzte mal eine asuszahlung bearbeitet wurde danach wurden keine weitere mehr bearbeit, ich war jeden Tag im livechat & hatte auch mehrfach über email mit dem support geschrieben & jedesmal wird mir was anderes gesagt. Die sagen zu mir ihre offenen auszahlungen befinden sich in der endphase der bearbeitung oder es gibt gerade viele auszahlungen zu bearbeiten oder es gab technische probleme beim Zahlungsanbieter. Für mich hört sich das alles nach ausreden an. hoffentlich können sie mir da weiterhelfen

Liebe Grüße

Pidi27

Aquawin 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

Aquawin erfüllt die auszahlungslimits und bearbeitungszeiten die auf ihrer Website angegeben sind nicht. Auch mehrmaliges kontaktieren des VIP managers hat zu keiner weiteren Bearbeitung geführt

 Von 7000€ die och bekommen sollte im Februar wurden nur 2100€ ausgezahlt und neue Auszahlungen sind trotz abgeschlossener Verifizierung 9 Tage ausstehend

 Die Nichteinhaltung der eigenen angegebenen limits führt dazu dass es erheblich länger dauert bis der gesamte Betrag ausgezahlt wird. Ich bitte darum im März wenigstens 10000€ auszahlen zu können da im februar das angegebene Limit nicht erfüllt werden konnte durch systematische verzögerung

Liebe Grüße

Pidi27

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.

Hi, attached is 1 screenshot of the 3 open payouts & 3 more screenshots where you can also see when they became open.

I won on January 16, 2026. After that, no pending withdrawals were processed for a week. Then they immediately wanted me to verify my account, which took over three weeks. On February 19th and 20th, 2026, the first three withdrawals (one €500 and two €800) were finally processed. Then, for another eight days, no pending withdrawals were processed. Finally, on March 1st, 2026, another €800 withdrawal was processed. If this continues at this pace, it will take a year for everything to be paid out, and that can't be right.

I've had contact with support many times; here are a few more screenshots.

hi om anhang ist 1 screen der 3 offenen auszahlung & 3 weitere screens wo sie auch sehen können seid wann sie offen sind

gewonnen hatte ich am 16.01.2026, danach wurde erstmal 1 woche lang keine offene auszahlung bearbeitet, dann wollten sie direkt dass ich verify mache was über 3 wochen geadauert hatte, am 19. & 20.02.2026 wurden endlich die ersten 3 auszahlungen 1x 500€ & 2x 800€ bearbeitet, danach wurde wieder 8 tage lang keine offene auszahlung bearbeitet & am 01.03.2026 wurde endlich wier 1x 800€ bearbeitet wenn das in diesem tempo so weiter geht dauert es 1 jahr bis alles ausgezahlt wird & das kann ja nicht sein

ich hatte schon sehr oft kontakt mit dem supoort hier sind noch ein paar screens

I didn't always make a log of the chat when I was in the live chat.

Hopefully, they can achieve something with the casino so that they finally pay out the payouts on time, as stated in Aquawin's terms and conditions.

Best regards

Pidi27

hatte nicht jedesmal wenn ich im livechat war ein protokoll gemacht vom chat

hoffentlich können sie was beim casino erreichen dass die endlich mal die auszahlungen immer pünktlich so wie es auch in den terms von aquawin steht auszahlen

Liebe Grüße

Pidi27

Hi, unfortunately nothing was processed yesterday or today either. Aquawin simply doesn't adhere to their own payout times, which is why I can't reach the monthly payout limit. Last month I was only able to withdraw €2100 because they process payouts extremely slowly, and this urgently needs to change.

Best regards

Pidi27

hi gestern & heute wurde leider auch wieder nix bearbeitet aquawin hält sich einfach nicht an ihre eigenen auszahlungszeien, dadurch schaffe ich es auch nicht ans monatliche auszahlungslimit zu kommen letzten monat konnte ich deswegen nur 2100€ auszahlen weil sie halt extreme langsam die auszahlungen bearbeiten & das müssen wir dringend ändern

Liebe Grüße

Pidi27

Dear Pidi27

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the AquaWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear AquaWin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear All,

Thank you for contacting us.

Following a review of the player's account, we can confirm that all pending withdrawals requests in question have been processed successfully. 

The recent withdrawal request has been escalated to the relevant team for processing.

Please note, withdrawal limits vary depending on your account level, which is determined by your gaming activity within the last 90 calendar days.

It changes depending on the ratio of your deposits, withdrawals, as well as the bonuses that were received.

The level is automatically calculated by our system, and we are not able to influence any player's account status manually. Your current status (Level 1) allows you to withdraw up to 500 EUR every 24 hours, up to a maximum of 3 active withdrawal requests / 7,000 EUR per month.

We are sorry for any inconvenience caused. However, it is listed in our Terms & Conditions that there is a maximum withdrawal amount depending on the level of the players account.

We are once again sorry any inconvenience caused. However, all the information regarding deposits and withdrawals is listed in our Terms & Conditions with more information regarding these situations.

Thank you for your patience and understanding.

Kind regards,

AquaWin Casino Team

It would be great if withdrawals could be processed faster from now on. Currently, I've unfortunately been waiting another 10 days for my outstanding withdrawals to be processed, and this isn't the first time I've had to wait this long. In February, only €3700 was paid out, and so far in March, only €1800. With this slow processing time, it's unfortunately impossible for me to reach the monthly withdrawal limit of €7000, as withdrawals are taking significantly longer to process than stated in Aquawin Casino's terms and conditions.

es wäre schön wenn die auszahlungen dann ab jetzt schneller bearbeitet werden aktuell warte ich leider schon wieder 10 tage dass meine offenen auszahlungen bearbeitet werden & das ist nicht das erste mal dass ich so lange warten muss bis auszahlungen bearbeitet werden. im februar wirden nur 3700€ & im märz bisher nur 1800€ ausgezahlt bei dem langsamen auszahlungstempo ist es mir leider auch nicht möglich das monatliche auszahlungslimit von 7000€ zu erreichen da auszahlungen deutlich länger dauern bis sie bearbeitet wurden als es in den AGBS vom Aquawin Casino steht.

Dear APidi27,

Thank you for your follow-up inquiry regarding the withdrawal processing timeline.

We would like to clarify that all withdrawals are processed in strict accordance with the daily and monthly limits specified in our Terms and Conditions. These limits are foundational to our financial procedures and must be adhered to at all times.

While we cannot bypass these established limits, we wish to highlight the following points for the player's convenience:

Daily Submissions: As player, you are encouraged to submit withdrawal requests from your gaming account every day. Reaching a processing limit does not prevent the submission of a new request for the following period.

Prioritization: Our relevant department will do its best to prioritize these requests to ensure the balance is processed as efficiently as possible within the allowed limits.

Bank Processing Times: Please note that once a withdrawal is approved on our side, it may take 3 to 5 business days for the funds to appear in the player's bank account, depending on the payment provider’s internal procedures.

We remain committed to ensuring all funds are paid out in a timely manner according to our shared agreements.

Kind regards,

AquaWin Casino Team