AquaWin Casino - A conta do jogador foi encerrada.

the casino refuse to payout my win cause they tell the "Deposits are funded by 3rd party " i did the kyc protocol and after that they close my account. this is a scam , not recoomend to anyone.

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with AquaWin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you create your account and pass the KYC verification? 
• What documentation did you submit during the KYC process? 
• Can you provide details about the deposits you made, including the payment methods used?
• Have you ever used a payment method that belongs to someone else?
• Has anyone sent you any payments shortly before you made deposits to the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

When did you create your account and pass the KYC verification?

I created my account and passed the KYC verification on July 20, 2025.

What documentation did you submit during the KYC process?

I submitted all the required personal data and documents, including my ID card, a bank statement, a photo of myself holding the ID, and even a photo where the casino can be seen in the background, among others.

Can you provide details about the deposits you made, including the payment methods used?

Yes, I can verify all my deposits through the transaction records on my bank account.

Have you ever used a payment method that belongs to someone else?

No, I have always used my own accounts and payment methods for all transactions.

Has anyone sent you any payments shortly before you made deposits to the casino?

I don't specifically remember any such cases, but it's possible that someone sent me money for reasons completely unrelated to gambling. A lot of people send payments to my account because I work in the music industry.

Thank you very much for your reply! What specific payment providers did you use to make deposits?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

My bankcard (mastercard)

and i sent email for you

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

ok thx

Hello there,

Thank you lilmozdul for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask AquaWin Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

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.

Dear All,

Kindly be informed that your request regarding the account closure has been escalated to the relevant department. We are currently awaiting their reply and will notify you as soon as we have an update.

Thank you for your patience and understanding.

Best regards,

AquaWin Casino Team

Dear lilmozdul,

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Based on the aforementioned articles, we regret to inform you that a refund is not available for your account.

We hope this helps clarify the matter for you.

 Best regards,

AquaWin Casino Team

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Dear Casino Guru

I will proceed to send an email to Peter shortly and will include a screenshot as evidence regarding the reason for the account closure.

Best regards,

AquaWin Casino Team

Good day, the only concern is that I have made the payment exclusively from my own bank account, and I am able to provide proof of this.

Funny thing is, I can only make deposits and withdrawals with a card that’s in my own name

I think the problem here is that I won 2000 from just €37

Thank you for providing me with the information AquaWin Casino representative. I have responded to your email, and I await your response!

Dear lilmozdul, I will keep you updated about any new developments. Thank you for your patience during this time!

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.

Dear , the casino has provided me with evidence of collusion and third-party involvement in your gameplay. Your bank statements indicate that funds originating from another individual or entity were used to make deposits into your casino account.

Please note that, as per our Terms and Conditions and industry-standard regulatory requirements, each customer is permitted to operate only one account and may only deposit and wager using funds that belong exclusively to them. The use of third-party funds or engaging in any form of coordinated or collusive activity constitutes a serious breach of these rules.

Given the findings of our investigation, we regret to inform you that your complaint will be rejected.

Thank you for your understanding and cooperation.

Kind regards,

Peter