Awintura Casino - Player's withdrawal is delayed.

hello . more than two weeks waiting for withdrawal of funds online chat all the time says that the financial department is informed .. on their advice rejected the withdrawal of 800usd and made 200usd but they slow down a lot and I want to make a withdrawal and all the money I have 2595usd . verified player

Dear Arm009,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the delay in your withdrawal request.

To better assist you, could you please provide more information by answering the following questions:

• What payment method did you use to request the withdrawal?
• Have you made any successful withdrawals from this casino before?
• Can you specify the date you initially requested the withdrawal of $800?
• Have you passed the full KYC verification?
• Did you accumulate your winnings with or without a bonus?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi ... withdrawal requested on binance id, previously was that withdrawal... withdrawal of 800usd was requested in 18.05 this year ... yes I am verified ... no bonuses taken no bonuses won playing slots. 

I received a message from the financial department that they are opening some kind of check ... I am required to wait for their check, but how long to wait and why this check now and what was suspicious do not say ... It smells like something dishonest my dear please help me so that the casino does not run amok.

Thank you for the update. Please forward me all the communication between you and the casino customer support regarding the check you mentioned at veronika.f@casino.guru.

I sent screenshots regarding this check ... I have a lot of screenshots from before if you need to tell me.

Hello everyone,

At the moment I see that you have had successful withdrawals over the last week, I also see that at the moment only $400 has been issued for withdrawal. I want to inform you that there are limits on withdrawal of funds and they are described in the rules of the site, unfortunately we cannot withdraw large amounts at once, so the financial department suggested that you split the amount into smaller payments.

Hi...I show 200usd withdrawals and you can read their casino about withdrawals...I don't think the numbers I withdrew are large...and please answer what limits are we talking about?

and I want to make a withdrawal of the amount that is in the account ... Dear casino guru, please follow up on this complaint, because every day something is invented.... 

According to the Terms and Conditions:

8.13. Withdrawals of up to 299 USD shall be paid into the customer's account within three days from the moment the request is submitted, excluding weekends and holidays.

8.14. Withdrawals of 300 USD - 1 499 USD shall be paid into the customer's account within five days from the moment the request is submitted, excluding weekends and holidays.

8.15. Withdrawals of 1500 USD - 6499 USD shall be paid to the customer's account within 14 days from the moment the request is submitted, excluding weekends and holidays.

8.16. Withdrawals of 6500 USD - 14 999 USD shall be paid to the customer’s account within 21 days of the moment the request is submitted, excluding weekends and holidays.

8.17. Withdrawals of over 15 000 USD shall be paid into the customer's account within 30 days from the moment the request is submitted and no more than 15 000 USD within 30 days of the moment the request is submitted.

8.18. Withdrawal periods are calculated from the last withdrawal request was created.

8.19. When requesting to withdraw more than 250 $, such requests will be divided into multiple requests of 250 $ each. These limits are set by the payment system we use to process payments. However, there are no limits on how much a customer can withdraw from their account.

Could you please specify how many pending withdrawal requests are currently in your account and when exactly you received your last payment?

Hello withdrew on May 23rd 1000usd received 600usd last receipt on June 4th 400usd not received yet...and also made a withdrawal on June 8th 1950usd...all withdrawals 200usd and smaller amounts as written in the rules...and I want them to clarify what is the audit of the financial department and the terms when it will end 

Hello everyone,

I understand your concerns, I have forwarded the information to the financial department in order to sort out the situation and speed up the withdrawal of funds. However, at this point I can only ask you to wait. I will definitely return with information!

Best regards,

Awintura Casino

Dear Arm009,

Thank you for the update.

Please note that we usually recommend players wait up to 14 days for their withdrawal requests to be processed and paid out. Delays can sometimes be caused by external factors beyond the casino’s control.

If you do not receive your winnings from the withdrawal request submitted on 4 June by 18 June, please let me know and we will proceed with the investigation.

Additionally, I would appreciate it if you could keep me updated on the status of your remaining withdrawal requests to see whether they are processed within the two-week timeframe.

Thank you for your understanding and cooperation.

дорогая Veronika сегодня поступило 200$ еще 200$ несколько дней назад осталось 1750$ буду ждать новых поступлений и буду держать вас вкурсе

Thank you for the information and please don't forget to keep us updated.

Good afternoon,

At the moment I see that there is only one active request left for the withdrawal of $250, the rest of the requests have been successfully withdrawn.

Hi. I confirm there is one transaction left for withdrawal of 250USD waiting for it.

I am pleased to inform you that the last transaction was successful and $250 has already been sent to your account!

Thank you, dear Awintura Team, for keeping us updated.

Dear Arm009, please let me know if you received your last withdrawal so that we can close this complaint.

hello, yes I received all my funds, many thanks to the Casinoguru team for their help and support service to the guys from the Awintura casino

Dear Arm009,

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,

Veronika Fritz

Casino.Guru