The player from Chile had requested account closure due to self-exclusion but continued to gamble and win money during the process. After requesting a withdrawal, his account was closed without allowing access to his winnings. He considered this a scam and threatened to file complaints if his funds were not released. The issue was resolved when the casino unblocked his account, allowing him to withdraw his funds. He successfully completed the withdrawal and confirmed that his complaint was now closed.
Awintura Casino - Player's account has been closed without access to winnings.
Resolved
Our verdict
Case closed
Amount: $494,000 CLP
Awintura Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Hello, my account is A few weeks ago, I requested to close my account at my own request due to self-exclusion. However, the self-exclusion process took a while, and during that time, I continued gambling, winning quite a bit of money. The issue is this: a few days ago, I requested a withdrawal of the funds in my account to my Astropay account, but today the account closure request was processed. That is, I had money due in my Astropay bank account, but my account was closed today. In short, the casino, despite my self-exclusion request, let me deposit and gamble, and when I started winning money, they closed my account and immediately processed the closure request. I consider this a scam and a very disrespectful casino to its customers. If they don't let me withdraw my funds, I will exhaust all possible avenues to get my money back. This includes filing a complaint on various forums like this one and filing a complaint with the Casino Superintendency so that people know what kind of casino it is and how it scams its customers when it sees they have money. I insist, I'm not asking to withdraw my account; all I'm requesting is to be able to process the requests I've already made for my funds. Otherwise, I'll have to file a complaint with the Casino Superintendency and on casino forums like Casino Guru and others. I'm attaching images of when I contacted support and they told me they would supposedly return my money, even though that hasn't happened.
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8 months ago
Dear oscararteaga1313,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Awintura Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Could you please clarify when exactly you requested the withdrawal?
- Could you please confirm that you have passed the KYC verification?
- Have you made any successful withdrawals before?
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,
Katarina
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8 months ago
Good day,
It is very unfortunate that this situation has arisen, however, this is a technical inconsistency, the process of blocking an account sometimes takes a little longer, which is why this situation has arisen. However, I have unblocked your account and you can withdraw money. But after successfully withdrawing all funds, your account will be blocked, as I see, that you requested a block due to gambling addiction.
Best regards,
Awintura Casino
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8 months ago
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Dear All:
Thank you very much for your responses and prompt solutions. I'm now awaiting the withdrawal of the funds. I'll wait for that to end the complaint, as I hope they don't close it again while the withdrawals are being processed.
I will stay tuned
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8 months ago
Translation
I was finally able to withdraw my funds, and my complaint is over. Thank you for your help.
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8 months ago
Dear oscararteaga1313,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina Duboak
Casino.Guru
