Awintura Casino - Player's withdrawal is delayed due to repeated verifications.

Hello, I want to withdraw my money but the Awintura casino tells me that I have to verify my identity, which I have done many times and days later an automatic email arrives saying that the images are illegible, blurry, etc. Until finally they tell me that they will pay me in 5 installments of 400,000 pesos in a maximum of 15 business days, which have already been fulfilled and I never received my money, so once again I went back to chatting with that robot that again tells me that I have to verify the account. I'm already tired, I trusted this casino, the only thing I want is my money.

Dear Jovita56,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is it possible to check the verification status of your player's account in your profile? Could you please share a screenshot?
• Since when are you attempting to withdraw your winnings from the casino? Is any transaction currently pending in your account?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Hello everyone,

I am very sorry that this situation has arisen. I see that your account has now been successfully verified. I have forwarded your complaint to the appropriate department and will definitely get back to you with an answer as soon as possible. Don't worry, we'll definitely figure it out!

Best regards,

Awintura Casino

Dear Jovita56,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello awintura, I had withdrawn my 2 million pesos from my casino account through 5 transfers of 400,000 each, to which they told me that within a period of 5 business days those transfers would reach my bank account, which never happened. Today they charged my 2 million pesos back to my casino account because due to "internal problems" they could not deposit it into my bank account. I am already tired, I have been trying to withdraw my money for more than a month and the awintura casino puts up a thousand obstacles. I need an answer and my money urgently.

I understand your frustration.

• Could you please share the communication between you and the casino regarding the reasons for the delay and cancelation of your payout? Share screenshots here or send the communication to my email at tomas@casino.guru
• Has the casino offered any assistance or alternatives to pay you your winnings?

I'll await your response.

Good afternoon,

I see that you have left a new request for withdrawal of funds and the antifraud department is also asking you for an additional document - a screenshot of the deposit transaction, which will clearly show your full name, date and amount of the transaction. After the grant, I am sure this torment will be over. I'm very sorry, but sometimes accounts come under system check and there may be further requests for documents.

Best regards,

Awintura Casino

Hello, well look, I'm tired of this issue. Although they asked me for the receipt, I sent them what I had: an extract and the receipt that my bank gave me, neither of those 2 documents are of any use. I don't have another document to prove that I made that transaction of 5 thousand, so I don't know what else to do because they ask me and ask me for the same thing all the time and I'm tired of explaining the situation via message because they don't give me any other solution.

The mistake was mine when making that deposit with my niece's account, I didn't think it would be such a huge problem to later deposit the money I earned.

My niece looked for the documents they ask for and sent them, but they won't accept them and the bank won't give my niece another receipt, so I don't know where to get more information to give to the casino. I tried to tell them that if there was a lot of problem, they should deposit the money into my niece's account and that didn't work either. They won't budge on anything and they're asking for a document that no longer exists. What else can I do? I've exhausted all means for over a month and they're still doing the same. Please give me another solution other than asking me for more documents because there are no more than the ones I already sent.

Hello everyone,

I see that you have added a clipped portion of the receipt, however you just need to upload the full receipt (a screenshot of the entire screen so that the information is not lost). Unfortunately, without this document I cannot offer you another solution, namely the mandatory verification step.

Best regards,

Awintura Casino

First I uploaded an extract from the bank statement showing the transaction made to your casino with the date, amount and name, which is what they asked for. It didn't help them, so I sent them the complete receipt that the bank gives, and that didn't help them either. I can't send you the complete statement because it shows all the transactions my niece has made, as well as all her personal information. So I don't have any other documents to send you other than the ones I already sent you. What else do you want me to do? Why don't you look for an easier solution and deposit those 2 million to my niece, who also has an account at your casino, and that's it. Please, I need a solution.

Otherwise, I need assurances that this information about my niece will not harm her as a person or her bank accounts.

Hello everyone,

All information that you upload to the site (photos, screenshots, personal data) is used only on the site for verification. A limited number of employees have access to it, and it is never disclosed. Therefore, you can safely upload a screenshot and not worry, because your data will not be stolen.

Best regards,

Awintura Casino

But, if I sent the screenshot that they are asking me for, is it certain that they will finally pay me? Because what good is it going to do to send all the documentation if later they are going to give me another excuse that this is missing or that is missing? Imagine, I have been here since December 2024. I await an answer to my question. Thank you.

Thanks for the replies from both parties.

Dear Jovita56,

Do I understand correctly you deposited and won with a deposit coming from your niece's bank account?

That's right, but I sent the documentation.

Hello everyone!

I am returning to you with a disappointing answer. After providing the statement, the anti-fraud department drew attention to the fact that the deposit of 5000 CLP on 09/27/24 was made from a payment method that does not belong to you, and you confirmed this here as well. Unfortunately, this violates the rules of our site, for confirmation I am attaching a screenshot from the Terms & Conditions section.

It was this deposit that caused the lengthy verification and investigation, as well as the subsequent confiscation of winnings and blocking of the account. Unfortunately, I cannot help you in this situation, since the rules on the site are freely available to any visitor.

Best regards,

Awintura Casino

Dear Jovita56,

according to our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

 Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. I’m afraid there’s not much we can do for you. Please note consequences for depositing with a payment method that doesn't belong to you in any online casino will be you won't be able to verify your account and withdraw winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.