Awintura Casino - Player claims that payment has been delayed.

Desde la primera vez que ingresé dinero tuve una ganancia de 340,000 chilenos no pude generar el retiro y se consumió dinero ya que seguí jugando hasta intentar retirar 290,000 que es el monto que estoy esperando. el problema es el siguiente cada vez que intento subir la información de autentificación al portal está es rechazada. fotografía con selfie, fotografía de la cédula de identidad y el pago o depósito inicial al casino que fue de $20,000. Entonces el casino no me permite la opción de comunicarme con una persona real ya que solo utiliza chat bots y necesito una respuesta pronta o la manera de elevar una solicitud al casino de manera directa el tema es que se agotan los plazos y siempre hay un nuevo impedimento para poder hacer el retiro ahora la última solicitud de retiro fue realizada el primero de abril pero para casino gurú significa que debo esperar más tiempo aún me gustaría saber si ese depósito se va a realizar o es difícil de que se haga Para no perder más tiempo

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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 Isaac.37,

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 Isaac.37,

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.

Estimada , buenas tardes, no tengo respuestas por qué he intentado de todas las maneras posibles subir la documentación con distintos tipos de cámaras fotografías resolución y nunca hay una respuesta por parte de ellos ya que rechazan los documentos una y otra vez aplazando nuevamente el periodo realmente perdí la esperanza sobre encontrar una solución al respecto me gustaría saber si es que existe la manera de enviar directamente la fotografía a ustedes y que puedan comprobar que realmente lo que estoy enviando es lo correcto

Dear Isaac.37, 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

Buen día Karla, he enviado toda la información y respuestas al correo señalado

Dear Isaac.37,

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, Lucia, (lucia.s@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

Hello Isaac.37,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

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 issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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.

Good afternoon,

To successfully complete the verification process and proceed with the withdrawal of funds, you need to provide the missing documents:

Bank statement for transaction ID: 5028108 (bank transfer) isaac.camp*****@gmail.com

Bank screenshot for transaction ID: 5028108 (bank transfer) isaac.camp*****@gmail.com

This is the transaction of your single deposit in the amount of 20,000 CLP.

The issue is that the user has not provided all the required documents. Of the two necessary documents, only the transaction screenshot has been submitted; however, the sender’s name is not visible in it. This could be resolved by submitting a receipt or bank statement, where all the required information is usually clearly shown.

He vuelto a subir archivo nuevamente, esta transferencia se hizo desde mercado pago donde no se muestra en ningún lado el nombre del remitente pero va el link de transferencia o código de transferencia dónde pueden corroborar toda la información de la cuenta bancaria, además la transferencia se hizo por webpay a través del intermediario que ustedes utilizan que es kushki además adjunto comprobante en correo electrónico a la señorita Lucía para corroborar la información.

claramente tendré que esperar otra semana más...

Dear parties,

thank you both for updating us on the matter.

Dear Awintura Casino Team,

Could you please let us know if the submitted documents are sufficient to complete the verification process, or if there is anything further required from the player's side? Thank you in advance for your assistance.

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.

Sinceramente esto es una burla,

Lucía envíe toda la documentación, perdí la esperanza de obtener mi premio. Pésima experiencia

Good afternoon,

Is there any information with your name anywhere? On the bank card image in the app, or at least somewhere that would show that it's the same card and belongs to you. Unfortunately, it's currently impossible to confirm that you own the card. I want to help you, so I ask you to thoroughly research the information or contact the bank to provide proof of account ownership.

He vuelto a subir la información en el apartado cartola bancaria. Si tuviera un correo electrónico de awintura para poder enviar toda la información sería perfecto, pero claro, prefieren su sitio que cada una semana vuelve a rechazar toda la documentación para prolongar el proceso

Se ha vuelto a rechazar los documentos por que no los claros, pero son archivos PDF directos desde el banco, no sé qué más necesitan

Dear Isaac.37,

Could you kindly send the PDF files to me at lucia.s@casino.guru? This will allow us to verify if there are any issues with the documents. Thank you for your assistance.

Buenas tardes Lucia, se ha enviado el correo con los archivos solicitados.

Asunto: isaac.37 awintura

Muchas gracias por su respuesta

Dear Isaac.37,

I have replied to your message. Kindly check your inbox at your earliest convenience.

Buenas noches Lucia, respuesta enviada

Dear Isaac.37,

I sent you an email. Please check your inbox.

Thank you.

Se ha logrado completar la verificación por medio de awintura, me encuentro a la espera del depósito

Hello Isaac.37,

I’m happy to hear things are moving in the right direction. I will leave this complaint open until I receive confirmation that all funds have been received.

Aún espero mi deposito

Hello Isaac.37,

We would like to update you that due to Lucia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Lucia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Lucia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Isaac.37,

Any update from your side? Have you received the payment yet?

Dear Isaac.37,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Lucia
Casino.Guru