Awintura Casino - Player's withdrawal is delayed and requires multiple installments.

I submitted a withdrawal request on June 9 at this casino, but the withdrawal was not made after 14 business days as stated in the Terms and Conditions.

When I inquired, I was told to cancel the withdrawal and split the withdrawal into $100 each and withdraw the money again, but if I cancel the withdrawal, it will take a long time to withdraw again.

It is unrealistic to expect a player to apply for withdrawal in more than 20 installments in the first place, and they do not have the time to do so.

It is the casino's job to make withdrawals in installments, and they should not be allowed to do so by passing it on to the user.

Please call the casino representatives here for preach.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Awintura Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made successful withdrawals from the casino in the past? Were your previous withdrawal requests canceled due to being rejected by the payment provider?
• Did you achieve your current balance with the help of a bonus?
• Could you please specify which payment method you have opted for when making withdrawals?
• Is it possible for you to request an additional withdrawal according to the casino's suggestions?
• Have you discussed the issue with the casino further? Could you please share with me your communication with the casino on the topic? 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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Thank you for your patience, and stay safe.

Withdrawals have been successful in the past.

There are no errors on the wallet side.

The withdrawal method is MIFINITY.

Other withdrawal methods, such as virtual currency, will result in an error.

It is not practical to request additional

If you request withdrawals of $100 each, it will take a tremendous amount of time for $100 to be withdrawn every two weeks.

Furthermore, there is no time to make more than 20 withdrawal requests.

If the casino cannot withdraw the funds at once due to a problem on their part, then the casino can simply split the funds into separate withdrawals.

It is insane to force users to cancel their withdrawals and then split them up further and submit dozens of withdrawal requests.

I have attached an email from the casino at the beginning of the complaint.

If the casino struggles with your payout and then recommends you to issue smaller payouts, we couldn't argue against such a solution to your problem.

• Are you able to request only a single withdrawal request, or can multiple withdrawal requests be requested at the same time?
• Have you contacted the casino after they recommended this solution regarding the payout of your winnings? What response have you received?

Multiple withdrawal requests cannot be made at the same time.

Therefore, if I want to withdraw $2400 in installments, it takes me dozens of minutes just to submit a withdrawal request.

I don't have time for that.

Also, if I split the withdrawal into $100 each, it would take several months to withdraw $100 every few days.

The casino's terms and conditions clearly stipulate a withdrawal deadline, and this is unacceptable.

I cannot communicate with the casino properly.

Please call the casino representative here and ask the following questions: 

- Why does the user need to split the money 

- Is there a legitimate reason why the casino cannot split the money manually and withdraw it?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.

Good afternoon. The site administration has decided to withdraw funds for the requested amount of 2660 USD with subsequent blocking of the account due to the decision of the security service. Rules point:

10.5. We have the right to block customers’ access to the Website and ban their accounts without prior notification if they are suspected of fraudulent activity. In such cases, we shall not be held liable for refunding or compensating any funds held on such customers’ accounts. Furthermore, we have the right to notify law enforcement agencies of any illegal activity. Customers must fully cooperate with us in investigating such cases.

You can rest assured that your funds will definitely be withdrawn to your specified payment method in the near future, however, after a successful withdrawal, your account will be blocked, since the player is undesirable for our project.

Best regards,

Awintura Casino

I have not committed any misconduct.

It was you who unilaterally delayed the withdrawal and then made the unrealistic demand of more than 20 withdrawal requests.

I have no intention of accepting the freezing of my account.

Please provide an explanation that is acceptable to Casinoguru as to why it is not possible to use the method of "the casino making the withdrawal in installments."

If you can explain a valid reason, I will comply with your request.

Dear Awintura Casino,

Could you kindly provide further details regarding the alleged fraudulent activity that led to the closure of the player’s account and the confiscation of his funds? You’re welcome to share this information either here or privately via email at jakub.m@casino.guru.

Thank you for your cooperation.

This is an image related to four additional $100 withdrawal requests that I applied for.

As you can see, I applied for a withdrawal on July 9, and after one month, only three of those withdrawals have been completed.

This is despite the fact that the casino clearly stipulates a withdrawal completion time in its terms of service.

If I split my withdrawal over 20 times as required by the casino, the withdrawal would take six months to complete.

This is unacceptable.

Good afternoon,

At the moment, all withdrawal requests except one have been successfully processed. The decision to block the account after the withdrawal of funds was made by our anti-fraud department, they passed on information that it was necessary to withdraw funds and then block them.

We are asking you to provide evidence proving the fraud, but do you not understand?

Prior to that, the casino has yet to answer the question of why withdrawals must be divided into increments of $100.

In fact, it has been revealed through statements made by casino officials that withdrawals are technically possible without dividing them into increments.

Why didn't they do that from the beginning?

Objectively speaking, this is simply a refusal or delay in payment, and you are fabricating fraud to justify it.

Good afternoon. The last transaction was completed successfully. As I already told you, this decision was made by the antifraud department, which considered you an undesirable player. And since all your money has been successfully withdrawn, I consider the complaint resolved.

There is still a balance remaining in the account.

I have no intention of accepting the closure of my account unless evidence of wrongdoing is presented.

I am furious at being treated as if I have committed wrongdoing without any basis.

This is defamation and slander.

Dear andandjonnyx,

Could you please confirm the remaining balance in your account?

How can I check if my account has been closed?

First, you need to submit evidence of fraud from the casino.

Dear andandjonnyx,

Please allow me to clarify a few points.

When you submitted your complaint, you clearly stated that you had $2,800 in your account, and you entered that exact figure as the dispute amount. After making several withdrawals, your account was closed. Now you’re claiming there was still a remaining balance. This isn’t complicated - simply subtract the total withdrawn from the original $2,800 and tell me the result.

Also, for the record, the casino is fully within its rights to close your account at its sole discretion, without giving a reason. We support that right and only get involved if a casino is unjustly withholding funds after closure. Since the casino says there’s no remaining balance (which I will verify independently), I wanted to check this with you directly.

Your refusal to give a straight answer is making this unnecessarily difficult.

Dear Awintura Casino,

You have stated that the player has already withdrawn their entire balance, while the player maintains otherwise. Could you please provide supporting evidence - such as a screenshot from your system or any other relevant records - confirming that the balance was fully withdrawn prior to the account closure?

You may submit the relevant materials here or send them privately to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

While I was filing a complaint, the promotional prize money was transferred to my account.

That amount should still be there.

Good afternoon, exactly, I apologize. The withdrawal request was for $2810, but I see that the user left $62.63 on the balance. If you want to withdraw this balance, we can unblock the account, you will submit a withdrawal request and after a successful withdrawal the account will be permanently blocked.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear andandjonnyx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo

Hello Everyone,

We’ve reopened this complaint at the request of andandjonnyx, as it seems the complaint was closed by mistake while there is still a remaining balance in the player’s account.

Dear Awintura Casino,

As you previously suggested, could you please proceed with unblocking the player’s account and processing the withdrawal of the remaining funds? Kindly let us know what additional steps or requirements are needed from the player’s side to complete this process.

Thank you for your cooperation.

Make sure to properly submit evidence that I committed fraud.

While casinos can indeed block player accounts without cause, doing so would severely damage their reputation.

This time, to avoid that, the casino is claiming I engaged in fraudulent activity.

If they cannot produce that evidence, this casino is attempting to escape a poor reputation with malicious excuses and will face severe penalties.

Good afternoon,

The player unblocked today for the withdrawal of the remaining funds. The site can already be accessed.

Best regards,

Awintura Casino

When will you finally submit evidence of the fraudulent activity?

Surely a company wouldn't fabricate allegations of fraud as an excuse to deny a withdrawal request to an individual?

Dear andandjonnyx,

As mentioned, the casino reserves the right to close any account without providing a reason. Please let me know once you have received your funds.

However, it's only natural that casinos actually engaging in such practices are viewed as dangerous.

At the very least, if a casino truly did such things, you must lower its rating and warn users.

The casino fabricated my fraudulent activity to prevent that.

Please impose proper penalties for this.

The withdrawal has been completed, but please ensure the casino submits proper evidence of fraudulent activity.

If they are unable to do so, please significantly downgrade this casino's rating.

Fabricating fraudulent activity to avoid the reputation of being a casino that blocks user accounts without cause is unacceptable.

Dear andandjonnyx,

As your funds have been returned in full, any allegations or reasons for the account closure are no longer relevant. I will now proceed to close the complaint as resolved.

Thank you for your cooperation.