Awintura Casino - Player's withdrawal is delayed.

Dear Maria3832,

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?
• Do I understand correctly that your account has been verified?
• When was the last time you contacted the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

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

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

Stay cautious and contact us directly if you have any doubts.

This is my first withdrawal, the truth is that they take so long to pay, I am losing confidence. I saw good reviews about this and the verification is all good, they asked me for all kinds of documents and all approved by themselves, now they need to come out with a surprise and ask for more documents to delay the withdrawal even more. The truth is that the last 10 times I went to the chat to ask, the answer is the same, that they give you an approximate time and nothing more, that they can't do much or see that issue.

To date they have not made any statement at all, I have been waiting for 1 month because of their bad practices of restarting the entire process to cancel a withdrawal so that they would hurry up more with this one and it was the opposite, I had never waited so long for a withdrawal or finally a date that is honest to know more, but they have not moved a finger and I think they want to bore me, they want me to despair so that they make me fall into their game of spending my balance and I end up at 0

Thank you very much, Maria3832, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Maria3832,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Awintura Casino representative to join this conversation and participate in resolving this complaint.

Dear Awintura Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Good day, I understand your concerns and I am already looking into your problem. I am very sorry that you are faced with such a situation.

Dear Awintura Casino,

Could you please explain why the player's withdrawal hasn't been processed yet?

I'll be awaiting your reply.

The actual date I had to wait for my withdrawal has already passed and tomorrow, June 24th, is the second date at the latest for my withdrawal and so far nothing has been processed. Since I registered, I have not been able to withdraw anything. It's just a matter of waiting and waiting, and the withdrawal status has not changed at all.

Good afternoon,

I am currently looking into this situation and will get back to you with an answer shortly.

It's already June 25th and the funds are still in my casino account. They haven't even removed the funds and started processing them. I've waited a long time and there's no withdrawal to my account. I see that Awintura hasn't made any inquiries.

It's already June 27th and I just spoke to the chat and they gave me an answer that is a disgrace and it is the following:

"I understand you perfectly. Your account is currently being verified, and until it's completed, you won't be able to withdraw funds.

For now, we just have to wait for it to be completed."

Seriously, they've been there for over a month and now they're just telling me that my account is being verified and reviewed to ensure it's in order and to have my funds????? THEY'VE BEEN HERE FOR OVER A MONTH AND THEY HAVEN'T DONE THAT????? Oh my God, I'm so desperate and they're not rushing anything. I've verified everything they asked me for and this being my first withdrawal, they're taking forever. I haven't broken any rules or T&Cs, but they're taking so long and it makes me think they scammed me and they don't want to pay me.

"Unfortunately, this may take some time. You must wait for the review to be completed for potential site rule violations. Once the review is complete, your removal request will be processed."

Another answer, each time worse and worse, each time a hell, I regret so much having created an account in this crappy casino

-I created my account from my personal cell phone and I had never registered before.

-The deposits made were from my personal bank account

-the profits obtained were earned without having occupied a bonus

Comply with each casino T&C

So what are you checking curse?

I'm desperate, they have my money in their hands and they play with my time, this is an abuse of chance.

Dear Awintura Casino,

Could you please state the current status of the player's account check?

I'll be awaiting your reply.

Now they asked me to verify my account again by uploading more documents but why? If once I deposited and made the withdrawal request they asked me to verify and all the documents were approved and until today I have not made any movement or deposit in my casino account and yet they asked me to verify again, this is incredible that it has been more than 1 month and they do not want to pay my withdrawal, I have no choice but to verify my account again and I am waiting for them to approve it, but it also means that it will take more days, the withdrawal deadline has already expired and they are still delaying the process, casino guru please help me make this done quickly, since awintura has no respect for its customers and does not answer anything and I am sure that when the documents that I uploaded again are approved they will ask me to make the withdrawal again because a lot of time has passed and that would no longer have a name

Now they rejected the bank statement because it seems my email does not appear, but I told them that my bank and their agent told me that it is not possible to include the email because that is how it is established in most banks, so now? They should find a solution because I cannot send them another bank statement because the one I sent them shows all my transactions including the deposits made to the Awintura casino and that should be enough and my full name and my document number also appear, that is enough for everyone, I even sent a screenshot to the email with the conversation between my bank and their agent where they told me that they do not include the email in the bank statement and I will upload it here anyway, as the situation goes it will be 2 months of delay in my withdrawal and even more

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have spoken to them by email, I have spoken to them countless times in the chat and I have searched everywhere, I have repeated to them a million times that the Mercado Pago bank through which I made the deposit cannot attach my email address along with the account statement or proof of payment, THEY CAN'T, it's their rules, I can't force them, they had given me the solution by email that I sent them a screenshot from my bank profile where my data and my email are visible and I sent it to them 2 days ago, I sent it to them super detailed, I even sent them a video where I did all the steps until I got to my profile and my email, but they still haven't answered me, it seems that it is not up to date with what they are asking for because what they are asking for now we had already found a solution and they still have not answered my email, how the hell can you be covering it up, it's difficult for them to pay attention

God I cry every day, I feel anguished, desperate, I feel like I'm dying every time I think that they won't let me make my withdrawal, I'm devastated, I did not breach any of the T&Cs of your casino, they asked me to verify when I made the withdrawal request and I passed it successfully and now after almost 2 months they asked me to verify again even though I had already verified it from the beginning and from the beginning until today I have not made any deposit so they ask me to verify again, I really cry every day with this and it kills me with anguish knowing that they take so long for everything, they take so long to respond, I have given them a thousand reasons and even conclusive evidence of the conversation between the agent of my bank with me where it makes it clear to me that they cannot include the email in the account statement, much less a proof of payment, I sent them the screenshot of that conversation so we can find another solution, they gave me the solution to send a screenshot of my bank profile where the email appears and I sent it to them, I even sent them a video where it goes step by step until I finally got to my profile and email, I have been almost 2 months without being able to have my money, I am a woman who trusted you because casinoguru qualified it as insurance but they did not qualify that it was a torment to withdraw money, understand I feel bad, I am broken, I am desperate, I gave them the solution that I can send a selfie with my bank account profile or whatever they ask for, I have the proof of payment the same as the 3 that I made, I don't know what more they want from me, I don't understand Lord, God help me.

Dear Awintura Casino,

Did you manage to receive the documents from the player? Is there anything else that the player needs to provide you with in order to receive the funds?

I'll be awaiting your reply.

Please help, they blocked my account now without any reason and without any notice and they don't say why, they scammed me out of my money 😭😭😭😭😭 I don't understand the block if I didn't breach anything, please help meee

Good afternoon!

The player has, once again, sent incorrect documents. Furthermore, the player's profile was under review, and fraudulent activity was detected in the game Presto!. In this game, a reward (feathers accumulate) is granted for a certain round of bets. The player would enter with a bonus balance and place large bets, and when only one bet remained before receiving the prize, she would exit the game and re-enter with her real balance. Since the progress was saved, she would then receive large winnings. However, this is a direct violation of the site's rules; a session from beginning to end must be either with a bonus balance or a real balance. She repeated these actions several times, at least 6 times. It was only through such fraudulent actions that she was able to achieve a high balance.

They told me that I violated a T&C rule of their casino and that is totally false oooooh, they scammed me, I registered with my own cell phone, I never had an account in this crappy casino, I never committed fraud, I played like in any other casino, my deposits were from my account and the withdrawal that I waited more than 2 months I still made it to my account, they say that I can be a bot, how do they come up with such a lie, they scammed me with 2 million in total that were my deposits and they are not going to return it to me now, finally return my deposits but how are they going to block my account without having proof of anything, they do not give me an answer to the chat they say they have nothing to do with it because they only inform them, I say who regulates these scamming casinos

Casinoguru needs you to do something because you have a good rating and that will affect you enormously after this.

They blocked my account and gave me 3 "possible" reasons and that means they don't know why they blocked me, they just did it, I beg you for HELP

Dear Awintura Casino,

Could you please provide us with the evidence of delaying the rounds? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

He's not going to send the evidence because he doesn't have it. How could he possibly think I'm going to cheat when it's impossible to cheat? I demand my money. I deposited 2 million pesos so they can rob me.

Please have the decency to return my deposits, which were 3, and you can return them to the same account I used to deposit. I have every right to do so, since I never lost my 3 deposits and the damn bonus you're talking about (false and without proof) never interfered with the profits I obtained from my deposits. This is a crappy casino, poorly rated. Casino Guru, how can it possibly have a good rating when there are so many complaints? There are quite a few complaints.

Good afternoon,

Today I will definitely send you all the evidence that clearly indicates fraud on the user's part, with details for each round. I also want to clarify that our employee personally replicated the user's scheme, which helped us confirm our assertions.

We reserve the right to block accounts and annul all winnings in the event of a violation of our site's rules. We are not obliged to return your deposit, as you deliberately engaged in fraudulent activities and spent your money in the game Presto!

Dear Awintura Casino,

I haven't received any email from your side. Could you please resend it?

I'll be awaiting your reply.

Good afternoon,

I just sent you a letter again from info@awintura.com

Dear Awintura Casino,

I have responded to your email and will be awaiting your reply and additional evidence. Thank you very much in advance for providing the information.

Good afternoon,

I have responded to your email, thank you!

Dear Awintura Casino,

I have responded to your email and will be awaiting your reply and further evidence.

Dear Stefan,

I have responded to your email.

Dear Awintura Casino,

I have responded to your email and will be awaiting your reply.

Dear Stefan, I will check post today and will answer you with all details.

More than 2 months with this casino and Awintura does not return my deposits

Dear Awintura Casino,

I haven't received any email from your side. Could you please resend it?

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon. I will send you a reply to the letter again today. I apologize for the sudden absence due to illness.

Sick leave? You know I'm chronically ill, and yet you didn't think twice about blocking my accounts with my deposits. I'm just asking for the return of my deposits, which is fair.

Dear Awintura Casino,

I have checked my email address and haven't received any response from your side since August 7th. Could you please respond with relevant information? Otherwise, we will be forced to close the complaint as unresolved due to a lack of cooperation, which might lead to lowering the safety index on our website. Your understanding is much appreciated.

I'll be awaiting your reply.

Awintura doesn't send the tests because they know they're doing it wrong and they made a mistake with me, and they don't want to pay me for my refund either.

Dear Stefan,

I have responded to your email again.

Dear Awintura Casino,

Thank you for your response.

I have responded to your email and will be awaiting your reply.

Dear Stefan,

I have responded to your email.

Dear Awintura Casino,

I have responded to your email and will be awaiting your reply.

Dear Stefan,

I have responded to your email.

Dear Awintura Casino,

Thank you for your email. I have responded there and am now awaiting your reply.

Dear Maria3832,

I am sorry that our discussion outside of the complaint thread is taking so long, but I can assure you that we are moving forward with the case.

Dear Stefan,

I have responded to your email.

Casino guru the truth is that the awintura casino will do everything possible to not agree to any agreement, they have already scammed me with a lot of money and it has been more than 3 months and they still have not returned my money, because they are not going to pay me the winnings, but now I want my refund because what they say is that I cheated and that is a damn lie

If I had cheated, they would have the proof and not wait more than 3 months to try to exhaust my patience and yours, because they don't have proof because it isn't there.

Dear Maria3832,

Following a thorough review of the evidence, I regret to inform you that it has been determined you did, in fact, employ a strategy involving the deliberate delay of game rounds. This type of behaviour is strictly prohibited under the casino’s terms and conditions. Based on our findings, we believe the casino acted appropriately and within its established rules.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan, Casino.Guru