The player from Chile faced issues with his account as his withdrawals were not recognized due to bank account verification problems. He had submitted documents but continued to receive requests for additional information, expressing frustration over the process. The Complaints Team was unable to proceed with further investigation due to a lack of response from the player to inquiries and reminders, leading to the closure of the complaint.
Awintura Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: $300,000 CLP
Awintura Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
I HAVE TRIED TO MAKE WITHDRAWALS, HOWEVER THEY DO NOT RECOGNIZE MY BANK ACCOUNT, I HAVE SENT THE DOCUMENTS THAT CREDIT THE ACCOUNT, HOWEVER THEY REITERATE THAT THEY ARE NOT THE ONES THEY REQUIRE, (BANK STATEMENTS, NOW THEY ASK THAT THE EMAIL ASSOCIATED WITH YOUR ACCOUNT APPEAR), THAT IS, IT IS A CHARITY, COLLECTOR, REALLY A SCAM
Automatic translation:
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8 months ago
Dear Micho68,
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?
- Did you accumulate 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,
Kristina
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7 months ago
Hello! Could you please tell me your profile ID? Because I found your account by your email and I see that you have already withdrawn more money than you had deposited and I don't see any active withdrawal requests.
Best regards,
Awintura Casino
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7 months ago
Dear Micho68,
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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7 months 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,
Kristina
Casino.Guru
