The player from Chile had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The verification process for his ID had been completed successfully, and after reconfirming the withdrawal method, the casino had processed the transfer of funds to his bank account. The issue had been resolved, although he expressed that the duration of the process had been excessive. The complaint was marked as resolved in our system.
Awintura Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: $410,000 CLP
Awintura Casino
Safety Index:Very highCase summary
Discussion
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10 months ago
Translation
The casino requests identity verification. They ask for four documents, including a selfie with your ID. I've uploaded this image 14 times without success. The images were taken with a high-end phone and are clearly legible and sharp.
The withdrawal is for an amount of 410,000 CLP.
Automatic translation:
Public
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10 months ago
Dear modemwifi,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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10 months ago
Translation
My ID selfies aren't progressing through the verification process.
Automatic translation:
Public
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10 months ago
Translation
Today, some of the required documents, including the selfie, apparently made progress in the verification process. However, they asked me for two more documents: a screenshot of a transaction with the casino and the back of my ID.
I will continue waiting and update the information.
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10 months ago
Translation
Fortunately, the verification process was completed successfully today.
However, my pending withdrawals have not yet been processed. I contacted support via chat and they asked me to reconfirm the method by which I request my withdrawals (where I want them to be deposited). They informed me that the withdrawal will be processed between 24 hours and 5 business days.
I'll continue waiting for the credit to my bank account and will update as the process progresses.
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10 months ago
Translation
The casino finally completed the transfer of funds to my bank account today.
Therefore, the claim is not valid, however, the time taken for this entire process was excessive in my opinion.
Thank you very much for being here. In one way or another, even though you weren't able to intervene, it's reassuring to know that there's an organization that allows complaints to be filed and that they're also public, so those with problems can review other experiences.
Greetings and good night.
Automatic translation:
Public
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10 months ago
Dear modemwifi,
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,
Nick Bacon
Casino.Guru
