The player from Chile faced issues with his account at Casino Awintura, where his previous verification had been canceled despite prior approval. He was then asked to re-upload all documentation after initially being told he should proceed with a withdrawal request. The player repeatedly re-uploaded documents, but the verification was canceled multiple times without clear explanation, which delayed his withdrawal. Eventually, the casino allowed partial withdrawals in smaller amounts, which the player began to receive, restoring some trust. The complaint was closed due to the player's lack of response, but the player could reopen it if needed.
Awintura Casino - Player’s verification is canceled, causing withdrawal delays.
Closed
Our verdict
Player stopped responding
Amount: $2,000,000 CLP
Awintura Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
Good afternoon,
Through this letter, I wish to formally register my complaint against Casino Awintura.
My account was already properly verified, a fact that was confirmed via email. Subsequently, I submitted a withdrawal request, which was canceled because my information was incorrect. However, after contacting the support team, I was informed that my information was correct and was asked to submit the withdrawal request again.
To my surprise, my account verification was subsequently cancelled, even though it had already been approved. I am now being required to re-upload all my documentation, which is inconsistent and unjustified.
I hope a representative can clarify this situation, as it's unclear what kind of additional validation is required. I've uploaded the documentation repeatedly—so many times I've lost count—always fulfilling the requested requirements.
This situation generates obvious distrust and gives the impression of a frivolous and irregular procedure. It even leads one to believe that obstacles are being created to prevent the withdrawal of my funds, which amount to $2,000,000.
Kind regards.
Automatic translation:
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1 month ago
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.
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1 month ago
Dear Demeberant,
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.
- Could you please advise which documents you provided initially?
- Which documents did the casino request recently from you? Have you provided the documents after they were requested of you again?
- Have you provided all the required documents as soon as possible and in the correct format?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@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 in advance for your reply.
Best regards,
Tomas
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1 month ago
Dear Demeberant,
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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1 month ago
TranslationGood day, Tomás,
Unfortunately, the situation not only persists but has worsened. I have repeatedly re-uploaded the requested documentation; my account is verified and then subsequently canceled without a clear explanation. This process has been repeated more than once, forcing me to go through the verification process again each time. Currently, I am even waiting for the same thing to happen again.
It should be noted that the submitted files meet the required quality standards, even exceeding those used on other platforms. Furthermore, bank statements were specifically requested for this validation process, but this has not resulted in a solution.
In my opinion, these actions constitute a repeated practice that hinders or prevents the withdrawal of funds, whether profits or personal money.
It should be noted that this situation is not isolated, as it affects several people in Chile who have deposited and played at this casino.
For reference, I've used other platforms like Jugabet, Betano, 1win, Betsson, and Novibet, where the verification process is done only once, usually in a few minutes, and withdrawals are processed quickly and efficiently, appearing in the bank account within minutes. In contrast, in this case, I've encountered constant obstacles in the verification process, despite having submitted practically customized documentation for this casino—a situation I haven't experienced on any other platform.
Furthermore, internal processes are inefficient and unreliable, offering no guarantees or security to the user. Support service is equally poor, both via chat and email, where responses are practically nonexistent.
Given the above, I have decided to stop using the platform and accept the loss of my money. However, I am currently gathering information from other users in Chile who have experienced similar situations.
My intention is to warn other users to prevent them from facing this same problem.
Kind regards.
Edited
Automatic translation:
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1 month ago
TranslationGood afternoon,
I am writing to inform you that today, around 03:27 am, I received an email from Awintura casino support requesting that I cancel the withdrawal request for 2,000,000 CLP and make withdrawals in amounts of 100,000 CLP.
I followed the instructions and have already received the first withdrawal of 100,000 CLP. I have also just requested a second withdrawal for the same amount, which I expect will be processed without any problems.
This situation puts me more at ease and helps the casino begin to regain my trust.
For now, I won't withdraw all of my funds, as I've confirmed that withdrawals are possible. I'll keep some to continue playing; I hope to make a profit, and if not, I'll accept the loss.
Kind regards,
Automatic translation:
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1 month ago
Thank you very much for providing these updates.
We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments. If further obstacles are coming your way and our intervention is necessary, please share the relevant communication or evidence with me at tomas@casino.guru
Thanks in advance for your cooperation.
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3 weeks ago
Dear Demeberant,
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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2 weeks ago
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,
Tomas
Casino.Guru
