The player from Chile experienced significant issues with his withdrawal request of CLP $1,324,000 made on February 14th, which had not been processed for a time. He faced repeated demands for verification and documents, leading to frustration due to inconsistent responses from customer support. The withdrawal amount was later confirmed to have been received in full by the player on March 2nd. Due to the player's lack of response to further inquiries, the complaint was closed.
Awintura Casino - Player’s withdrawal has been delayed and unresolved.
Closed
Our verdict
Player stopped responding
Amount: $1,324,000 CLP
Awintura Casino
Safety Index:Very highCase summary
Discussion
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3 weeks ago
Translation
On February 14th, I requested a withdrawal of CLP $1,324,000. To date, I have received absolutely nothing.
Since then, all they've done is repeatedly request verifications, documents, and more information, as if their goal is to indefinitely delay the process. Every time I inquire about the status of my withdrawal, they give me a different answer or change the supposed deposit date, demonstrating a complete lack of seriousness and commitment to their customers.
I've asked almost every day, and my experience with their support has been frustrating. Their online support doesn't provide real solutions, only generic answers that don't resolve the issue. It feels like they're just playing dumb while the money still hasn't arrived.
We're talking about more than 1.3 million pesos, money that belongs to me and that I requested to withdraw according to their own terms. The least one expects is transparency, adherence to deadlines, and a clear answer. However, so far I've only received evasive answers, changes of story, and zero concrete solutions.
I want to publicly denounce this situation because it's unacceptable to play with people's money. If there's a problem with the withdrawal, they should clearly explain it and resolve it, not keep asking for verifications or changing dates as if it were normal.
I demand a serious and definitive response, along with the immediate payment of the requested withdrawal. Otherwise, I will escalate this complaint through the appropriate channels and make it public so that others are warned and do not have to go through the same situation.
I sincerely hope they take responsibility and resolve this issue once and for all, because so far the experience has been completely disappointing and unreliable.
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3 weeks 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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3 weeks ago
Hello,
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 better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share with me your recent communication with the casino, showing your efforts to resolve the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
TranslationHello Tomás,
Thank you for your reply.
Regarding your questions:
No, I haven't made any successful withdrawals before, as I'm still waiting for them to process the withdrawal I requested.
The withdrawal was requested on February 14th for CLP $1,324,000 and I am still in the same situation: they just keep me waiting over and over again, without a concrete solution.
Regarding the KYC verification, yes, I have submitted all the requested information and documents. Despite this, they continue to request additional verifications or indicate that they are "reviewing" the account.
Regarding the bonus, my deposits were real money. I deposited approximately CLP $650,000 into the platform.
I've also had several conversations with casino support, where unfortunately the experience has been very bad. In many cases, the operators respond unclearly, and frankly, you end up feeling like you're being treated like a fool because they repeat the same answers or constantly change their explanations without providing a real solution.
I can send screenshots of these conversations and emails so you can review how the communication with the casino has been.
I would greatly appreciate your help in resolving this situation, because so far all I have received are excuses and more waiting time, while my money remains unpaid.
I'll be waiting.
Greetings.
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2 weeks ago
Thanks for the detailed explanation.
Did the casino approve your documents since your last reply?
Is our intervention currently necessary?
Please let me know.
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1 week ago
Dear Fgonzalez,
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 week ago
Good afternoon,
I would like to inform you that the user has received the requested withdrawal amount in full, namely 1,324,000 CLP, on March 2 and has not contacted support since. We consider this problem resolved.
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17 hours ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminders, 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
