Awintura Casino - Player believes that their withdrawal has been delayed.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Tecni,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Tecni,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hace tres o cuatro días que están verificando.. subi todos mis documentos. Pero en realidad hace desde el 7/6 que estoy intentando retirar mis fondos. Es increíble

Dear Tecni, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Aún no eh realizado ningún retiro exitoso porque hace 6 días que estoy esperando la aprobación del kyc. Ya me parece un abuso la espera. Hace del día 7/6 que quiero retirar mi dinero( no es jugado con bonos, no es apuesta deportiva) luego de que solicite el retiro la primer vez me hicieron esperar unos diez días y me llegó un correo solicitando el kyc. Lo realicé y sigo esperando la aprobación. Aún me aparece bajo revisión. Ya me parece demasiado la espera

ear Ardnas72,

Thank you very much for your update. I am glad to hear that the casino has started processing your withdrawals.

Could you please let me know how much the casino has already paid out to you in total? This information will help me better understand the current status of your case and keep the complaint updated accurately.

Additionally, you mentioned that you would send me the emails separately. Unfortunately, I have carefully checked my inbox, but I was unable to locate any email from you. Could you please let me know which email address you used to send the documents?

If you have not sent them yet, I would greatly appreciate it if you could send me:

• screenshots of your currently pending withdrawals,
• a screenshot showing the current status of your KYC verification (if available),
• and any communication you have had with the casino regarding your withdrawals.

You can send them to karla.m@casino.guru or attach them directly to this complaint thread.

Thank you very much for your cooperation. I look forward to your reply.

Karla

Ya han verificado mi cuenta exitosamente. Te envié al correo los retiros fallidos. En realidad me hicieron esperar más de diez días y luego me los rechazan. Me los rechazaron cuando solicite por mercado pago, por astro PAY, me dicen que los retire en criptomonedas y también lo intente y me los rechazaron. Ahora los volví a solicitar por mercado pago. Estoy a la espera. El problema es que me hacen esperar 15 días y después me los rechazan por problemas técnicos ( según ellos ) ya me cansaron. Se puede hacer algo? O no?

Dear Tecni,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Maria, (maria.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Tecni,

It’s nice to e-meet you. My name is Maria, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Awintura Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Awintura Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Maria

Más allá de la gran demora en los retiros. Exijo que no se me rechacen, porque tengo que volver a solicitarlos y volver a esperar el tiempo reglamentario de ellos. Sinceramente hace un mes que vengo renegando con esto. Me hicieron esperar el tiempo reglamentado y luego me los cancelaron por problemas técnicos y me pidieron que los vuelva a solicitar y me hacen esperar todo el tiempo nuevamente