AquaWin Casino - Die Schließung des Spielerkontos wurde verzögert.

Dear Casino Guru Team,

Unfortunately, I've relapsed again. I'm also working hard on my gambling problem.

I signed up at the above-mentioned casino and after a while I wanted to exclude myself from playing.

It took almost a week and several requests before my account was permanently closed. During this time, the casino responded to my request, but the account closure was repeatedly postponed. At one point, they even offered me cashback to offset my losses.

I tried to reach an agreement with the casino regarding the extent to which a refund is possible, as the account wasn't closed within 24 hours. However, I haven't received a response yet; instead, I'm told that my request is being processed.

Can you support me?

Best regards

sunny989

Liebes Casino Guru Team,

leider bin ich erneut rückfällig geworden. Ich arbeite auch intensiv an meinem Glücksspielproblem.

Ich habe mich bei dem o.g. Casino angemeldet und wollte mich nach einer Weile selbst vom Spiel ausschließen.

Es dauerte fast eine Woche und mehrere Anfragen, bis mein Konto dauerhaft geschlossen wurde. In dieser Zeit reagierte das Casino auch auf meine Anfrage, jedoch wurde die Kontoschließung immer wieder verschoben. Zwischendrin hat man mir sogar Cashback angeboten, um meinen Verlust auszugleichen.

Ich habe versucht mit dem Casino eine Einigung zu finden, inwieweit eine Rückerstattung möglich ist, da das Konto nicht nach 24 h geschlossen wurde. Allerdings habe ich bisher keine Antwort, stattdessen werde ich vertröstet, dass meine Anfrage bearbeitet wird.

Könnt ihr mich unterstützen?

Viele Grüße

sunny989

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Dear Sunny707,

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: support@aquawin.com, 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;

Could you please advise if you informed the casino about your gambling problem in your self-exclusion request? Please forward me the requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Dear Kristina,

I sent you the email history.

Many greetings

sunny707

Liebe Kristina,

ich habe dir den E-Mail Verlauf geschickt.

Viele liebe Grüße

sunny707

Thank you very much for your reply. Could you please clarify when exactly your account was closed and when exactly you made the last successful deposit?

Hello Kristina,

The account was closed on September 2, 2025. The last deposit was made on September 1, 2025, after I received cashback from the casino. I received the cashback because I had deposited so much. I received the offer after I inquired about when my account would be closed.

Best regards

sunny707

Hallo Kristina,

am 02.09.2025 wurde das Konto geschlossen. Die letzte Einzahlung erfolgte am 01.09.2025, nachdem ich vom Casino ein Cashback erhalten hatte. Das Cashback habe ich erhalten, weil ich so viel eingezahlt hatte. Das Angebot erhielt ich auf die Anfrage, wann man Konto gelöscht wird.

Viele Grüße

sunny707

sunny707, how much did you deposit on September 1, please?

Hello Kristina,

I think it was €500. Since my inquiry on August 27th—and I received a response—I've deposited a total of €3000. The deposits were made on different days.

To date, I have not received a response to my request for a possible refund.

Best regards

sunny707

Hallo Kristina,

ich glaube es waren 500€. Seit der Anfrage vom 27.08 - wo man mir auch geantwortet hat, habe ich insgesamt 3000€ eingezahlt. Die Einzahlungen erfolgten an verschiedenen Tagen.

Bis heute habe ich keine Antwort auf meine Anfrage bzgl. einer möglichen Rückerstattung erhalten.

Liebe Grüße

sunny707

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Sunny707,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear AquaWin Casino team,

Could you provide some context for the situation, please?

Dear all,

We apologize for the delay, due to technical issues, we were unable to respond on the forum. However we communicated with the player via email and agreed to proceed with a refund of 3000 EUR.

Kindly also note that a refund of 3000 EUR has been already completed.

Kind regards,

AquaWin Casino Team

Dear Sunny707,

these are great news, could you please confirm?

Dear Jozef, dear Casino Team,

It took a very long time for me to get a reply, but it's true that the casino issued a refund of €3000.

Best regards

sunny707

Lieber Jozef, liebes Casino Team,

es hat sehr lange gedauert, bis ich eine Antwort bekommen habe, aber es stimmt, dass das Casino eine Rückerstattung von 3000€ vorgenommen hat.

Viele Grüße

sunny707

Dear Sunny707,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,Jozef

Casino.Guru