Awintura Casino - Player's withdrawal is delayed due to verification issues.

This casino is refusing

to process my withdrawal from 15 days ago. I have sent them a selfie with my identification document in hand 100 times. First, they said they were experiencing a heavy workload, then they claimed the photos were low resolution. I have a professional phone and I use it accordingly, meaning the photos are in maximum resolution and high quality, completely legible.

Dear flpoblete,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we proceed with this complaint, could you please post the casino's website link here in this thread?

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

Best regards,

Kristina

https://awintura.com/es-cl/, that is the link, now I will send screenshots of your licenses .

Awintura is jointly owned and operated by Wiraon BV, registration number 146886, registered address: Korporaalweg 10, Willemstad, Curaçao and its subsidiary Briantie Limited, a company registered in the Republic of Cyprus, with its address: Lekorpouzier, 12A, Floor/Office 102, Limassol, Cyprus, 3075; Registration number: HE 385770

Wiraon BV holds a sublicense from Antillephone NV and is permitted to operate gaming on the international market through service lines. Antillephone NV with a master license issued by the government of Curaçao with reference 8048/JAZ.

Apparently it has a Curacao license.

Could someone guide me on how to file a complaint with the organizations that regulate these casinos and supervise their bad practices?

Greetings and thanks.

Thank you for your reply, flpoblete. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that your account has not been verified yet?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Hello, I have not made a previous withdrawal with awintura, I won with real money not a bonus, awintura is a scam, their scams are discussed on their social networks.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

They have not paid, they do not accept verification selfies, they do not respond to emails or messages, their social networks are full of scam reports.

Thanks for contacting, greetings.

Thank you very much, flpoblete, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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 flpoblete,

My name is Romi and I will be assisting you with your case. If you have any updates, please come forward.

I would like to request the presence of a representative from the casino in this conversation.

Dear Awintura Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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.

Hello flpoblete.

I am sorry that the casino representative did not respond to this complaint and I will try to contact the casino now, outside this thread one more time and will let you know as soon as possible if I had any luck.

If the casino fails to respond within 3 days, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for your patience.

Best regards,

Romi

Sorry, it's been 43 days of mockery requesting selfies with endless different instructions, all photos have been sent in high resolution and maximum quality, the data can be seen without zooming, awintura is a FRAUD and shameless.

On June 30th I won the $237,000.

I see that this is a joke, Romi must have months of vacation accumulated, I have managed to make more noise with my followers on social networks than with you, AWINTURA IS A SCAM, thanks for nothing, I will continue with my contest on social networks to report the scammer profile on Instagram of this casino, so that it does not continue stealing.

Dear flpoblete ,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (romana.r@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Romi

Hello all.

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 reach a fair conclusion.

Best regards,

Romi

Dear Everyone,

Firstly, please accept our sincerest apologies for the delayed response. We never intended to keep you waiting, and we certainly did not want to leave this situation unresolved.

Although our reply comes a bit late, I would like to provide some clarifications regarding this issue:

• The payout of 237,000.00 CLP was initiated on 2024-07-04. It entered the queue for processing, and my colleague initiated a verification process.
• The first email requesting documents was sent on 2024-07-08. As per our website rules, the withdrawal request was suspended until the account was successfully verified.
• It appears the user attempted to complete the verification process over an extended period, but the documents were initially rejected due to poor quality.

I’d like to highlight that our colleagues in the online chat are always ready to provide detailed information about the verification process. This is also the fastest way to receive assistance and guidance.

According to our records, the verification was successfully completed on 2024-09-10 at 13:29:19 (UTC). Shortly after, the payout request was processed in under an hour. The payout achieved a successful status on 2024-09-10 at 14:50:55 (UTC).

Finally, I would like to express my gratitude to flpoblete for the cooperation throughout this process.

We look forward to welcoming you back as a winner on our platform!

Thank you for your understanding and continued support.

Best regards,

Awintura Casino

Hello all.

Thank you, dear Awintura Casino, for explaining the situation and for the cooperation in this matter.

Dear flpoblete, would it be possible to confirm that you have received the payment as the casino representative indicated that it was successfully send to you, please?

Thank you in advance for your answer.

Best regards,

Romi

Hello everyone .

These criminals only paid when we organized ourselves through social networks to give a television interview, it is worth mentioning that I have been asking for the same since May 30.

Awintura is a scam, it is not a casino, I hope they do not change their rating, this way they will help to ensure that there are no more scammed people, everything reported by awintura is false, they not only retained my earnings, it is their way of operating with everyone and now they disguise their Instagram advertisements, they are a blatant scam.

It is worth mentioning that it is unacceptable that they are given a platform after so much Awintura is a scam.

Dear flpoblete,

I understand that you might feel upset because the verification process took some time, which delayed your withdrawal. However, I kindly ask that we maintain respectful communication. We are a fully licensed and fair casino, and we do not deceive our users. In fact, we have many satisfied customers who successfully withdraw their winnings every day.

Additionally, please note that you have received winnings that are significantly larger than your initial deposit.

In conclusion, I hope this clarifies any misunderstandings, and we look forward to assisting you further if needed.

Best regards,

Awintura Casino

Don't ask for what you can't give, I'm referring to respect. They were making fun of them for more than 90 days and they paid only at the risk of seeing the scammed people in a television interview and without even a new photo.

I am not the only case, they are a scam, I write it here and on all social networks, they only made the deposit of what they won for fear of appearing on television.

Do not play at Awintura _online, if you think that transferring the prize more than 90 days late, making fun of it all the time and also responding to this complaint 150 days later is RESPECT, I suggest you buy a dictionary and look up the meaning.

Thank you casino guru for giving the opportunity to respond to these scammers who paid only out of fear.

Thank you, flpoblete, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds, even though your experience was not great.

As the issue has been successfully resolved, we will now mark your complaint as'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru