Awintura Casino - Player's withdrawal is delayed and fragmented.

Honestly, I've had a terrible experience with Awintura. I deposited a huge amount of money, and when it came to making a profit, the casino only hindered the customer experience. They made me cancel my withdrawals and split them into more than 90 withdrawals of 150,000 pesos, which are processed one by one approximately every three days. It's impossible for them to meet the deadline stated in the terms and conditions, given that they've only made 9 out of 90 withdrawals since July 17. All I want is for Awintura to respond appropriately and withdraw the entire amount at once, or split it into three larger amounts. The uncertainty and poor response from the support team makes for a terrible time for customers.

Please ask Awintura to pay me my money as soon as possible so this nightmare can end.

In addition, by making me cancel my retirement, they made it even further delayed.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions, and these are the withdrawal limits I found:

• 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 confirm whether you have been receiving your winnings every 3 days, as stated in the casino's Terms and Conditions?

When was the last time you received a withdrawal from this casino?

Have you tried contacting customer support via email to ask if it is possible to process a larger withdrawal specifically for you?

I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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Not every three days, sometimes yes, sometimes no. Customer service always responds the same way, regardless of the customer's situation. They don't respond to emails.

Good afternoon. At the moment I see that all your funds have been successfully withdrawn and at the moment the balance is 333 CLP. I consider this complaint successfully resolved.

I see that you continued to receive withdrawals but decided to play the slots Gates of Olympus, Gates of Olympus 1000, Sugar Rush 1000. And unfortunately, you lost your funds. However, the part that was successfully withdrawn is 1650000 CLP, the sum of all deposits was 1600000 CLP

Dear Awintura Casino representative,

Thank you for reaching out and providing us with more information regarding the player's case.

Dear player,

Could you please specify if there is anything else we can assist you with?

Dear Tzzzz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.