The player from Brazil was unable to verify their account to process a withdrawal. Despite submitting documents multiple times, the casino claimed the images were unreadable. Repeated attempts to resolve the issue through chat with a representative were unsuccessful. Eventually, the issue was resolved as the player's account was verified after multiple attempts, allowing the withdrawal to be processed successfully.
Awintura Casino - Player unable to verify account for withdrawal.
Amount: 1,000 R$
Awintura Casino
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
I am unable to verify my account in order to make a withdrawal. On the 16th, I requested a withdrawal, and three days later, I received a message stating that I needed to verify my account. I have sent the documents five times, and they always reply with an automatic email saying that the images are unreadable, which is not true. I have entered the chat multiple times, and it is always the same representative who gives the same robotic response. As a result, I can't make a withdrawal or get my account verified. It seems like a fraudulent site, I just want my money back.
Automatic translation:
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5 months ago
Dear Jhonramos,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Did the casino specify which documents in particular need to be submitted again?
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,
Tomas
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5 months ago
Translation
I've already sent my ID card and a selfie of me holding my ID card, as well as my driver's license and a selfie of me holding my driver's license. But they always send the same automatic message, and they never approve the images I send.
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5 months ago
Thanks for the explanation.
Could you please share your communication with the casino when you attempted to resolve the issue yourself? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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4 months ago
Dear Jhonramos,
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.
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4 months ago
Translation
After many attempts and headaches, my account has been verified. Thank you.
Automatic translation:
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4 months ago
Dear Jhonramos,
Has your withdrawal been successful? May we consider the issue resolved?
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4 months ago
Dear Jhonramos,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
