The player from Chile struggled to validate his account to withdraw approximately 3,000,000 in winnings from Awintura. After passing multiple verification steps, his bank statement was rejected due to an unstated requirement to reflect a deposit. Despite repeated communication, he received no resolution. The Complaints Team concluded that since the player's account balance had been lost due to further gameplay, there were no funds left for withdrawal, limiting their ability to assist with recovering the winnings. The complaint was subsequently closed.
Awintura Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Other
Amount: $2,986,915 CLP
Awintura Casino
Safety Index:Very highCase summary
Discussion
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Public
9 months ago
Translation
Good afternoon, I've been trying to validate my account for weeks so I can withdraw approximately 3,000,000 in real-money winnings from AWINTURA.
I passed all the verification processes for selfies, ID, and deposit slips, but they rejected my BANK STATEMENT (they request that the statement have my name, account number, and be less than a year old).
However, they asked me to go to the bank to request a new statement that had my email updated (the same as the Awintura account) since they wouldn't accept my second alternate email.
I did it, the bank gave me the statement and now they require that the deposit be reflected in the statement (a requirement that is not stipulated anywhere in the conditions)
Ultimately, they reject all the documents the bank gives me. They don't want to release the funds. I chat with them every day, and they give me the same response: "The responsible department will contact me by email."
awintura account ID: [hidden by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
Public
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8 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, may I kindly ask you a few clarifying questions:
- When exactly did you deposit money into this casino? Have you made just one deposit or several different deposits?
- Please note that the casino must verify your deposits before processing your withdrawal. Which payment method did you use to deposit funds?
- Do you have a statement from this payment method showing the deposit you made?
- Have all your other documents been successfully verified during the KYC process?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
8 months ago
TranslationOn Friday, July 4th, I started requesting withdrawals and validation requests, but in the end, what I feared happened: I played my entire balance twice, and each time it was down to $0, I just got the email to verify it. I mean, they expect you to lose everything before you can validate.
At this point, there's no balance left in the account. Thanks to their bad practices, one becomes desperate, angry, and ultimately downplays the amounts. Now all I have to do is wait for the cashouts and see if I can recover anything.
Automatic translation:
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8 months ago
Thank you for your updates and for sharing the details of your experience.
We understand how frustrating this situation must have been for you. Unfortunately, since your account balance has already been lost due to further gameplay, there are no funds left for withdrawal, and we can no longer assist with recovering the winnings. Our ability to intervene is limited to cases where the player’s funds are still available and the casino’s withdrawal or verification process can be disputed.
As there is no balance left in the account to recover, we will have to close this complaint.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru Team
