The player from Argentina requested a withdrawal of ARS 200,000 a month ago, but it remained 'in process' without a clear explanation from support. He had met all requirements and sought immediate processing of his withdrawal or a specific reason for the delay. The Complaints Team attempted to clarify the situation by asking the player for additional information and extended the response time by seven days. However, due to the player's lack of response to inquiries and reminders, the complaint was closed for the time being without resolution. The player could reopen the complaint in the future if he chose to resume communication.
Awintura Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: $200,000 ARS
Awintura Casino
Safety Index 9.8 Very highCase summary
Discussion
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3 weeks ago
Translation
I am writing to you to claim payment of my outstanding withdrawal in the amount of ARS 200,000.
I have met all the platform's requirements and correctly requested a withdrawal of my earnings. However, the withdrawal has remained "in process" for several days now, and each time I contact support, I receive only generic responses, without a concrete explanation or an estimated date for when the money will be credited.
I request that you process my withdrawal of ARS 200,000 immediately or inform me in writing of the specific reason for the delay.
Automatic translation:
Public
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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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- What types of games did you play to accumulate your winnings?
- Did you accumulate these winnings with or without a bonus?
- Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for verification?
- Have you made any successful withdrawals from this casino before?
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
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2 weeks ago
Dear David2026,
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
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,
Veronika
Casino.Guru
