AquaWin Casino - I prelievi dei giocatori sono ritardati.

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

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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 [email protected]. Thank you for your cooperation.