The player from Chile has been waiting over a month for a withdrawal request made on July 19th, despite being in the VIP category where withdrawals are expedited. She receives varied explanations for the delay, including ongoing manual verification by a compliance team, with no clear timeframe provided.
Awintura Casino - Player has a delayed withdrawal request.
Opened
Current status
Waiting for Casino Guru to reply
3d 15h 55m 18s
Awintura Casino
Safety Index 9.8 Very highCase summary
Discussion
Public
Public
4 days ago
Translation
I requested a withdrawal of funds in July (July 19th), even though I'm currently in a VIP category at this casino (where withdrawals are expedited). It seems to have been worse, as I've been waiting for my funds to be refunded for over a month, and the explanations have been varied: a 5-day timeframe, they're verifying the account, they have a heavy workload, etc. And today they told me there's no timeframe for processing my withdrawals, as my account is undergoing manual verification by a compliance team... meaning I could wait forever and perhaps never receive it.
As always, they say they'll get back to me soon, but they don't. I'm the one who writes to them, and last week they didn't even reply.
Automatic translation:
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Public
3 days ago
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3 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?
- Have you accumulated your winnings with or without an active bonus?
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.
Best regards,
Attila
Casino Guru is examining the case
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
