Awintura Casino - Player’s withdrawal is delayed and account is under review.

I started playing in the casino in May. I made a couple of deposits, successfully withdrew the balance once, and had no problem.

Before the first withdrawal, I was asked to verify the account, which I successfully completed, and then withdrew the funds just fine. This was the first verification.

I made a few more deposits, played for some time, won a significant amount, and requested a withdrawal. I was asked to upload an additional document (which was a selfie with the information requested by the casino). I completed this part as well, and after some time, they confirmed that the account is verified once again. This was the 2nd verification.

Later, they told me that there is a withdrawal deadline for 14 days, after 14 days I can request a withdrawal, but only by splitting the amount into several requests of 100 each.

I did what I was told, and after 14 days, they started to pay my winnings by 100 per transaction.

They completed 9 transactions, and again told me that my account is under review by the site administration!

This verification has been ongoing since the beginning of September. They reply to me each time with: "Your account is currently undergoing verification by specialists. We will notify you when the verification is complete" or "Dear player! Your documents were sent to the appropriate department for the verification. We will contact you back as soon as the process will be completed. Support team"

But this time, they don't request any documents, so I don't know what they're doing. It's been 2 months already since they told me that there is some additional verification for which they didn't ask for any documents. So, it's 3rd verification, but without asking for any documents.

I'm afraid that they don't want to pay my winnings. I count on your help.

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.

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.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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

Hello,

I played slots only.

No, without a bonus, those are real funds.

I forwarded the email received from the casino and my documents. Conversations from the live chat I can't provide, unfortunately.

Hello,

I have to inform you that once I had forwarded email conversations casino paid out 8*100 more to my crypto wallet, so now the remaining balance is 2465.

I hope you'll help me further, as it's still not clear to me how long they will take to pay out my winnings.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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 Pulina,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Awintura Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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,

At the moment, almost all transactions have been successfully completed. Only $700 remains to be withdrawn. I’ve already forwarded the information to the relevant department and am expecting a resolution within the next few days.

Dear Awintura Casino, thank you very much for the update!

Dear Pulina, can you please let us know, once you receive everything?

Thank you

Hello,

That's not really true.

7x$100 - it's the amount in the pending status (7 transactions, $100 each), while the total amount (with those $700) is $2465.

Dear Awintura Casino, Can you please recheck and confirm the players balance? Thank you so much in advance

Dear Awintura Casino Team,

player´s account has been banned. Can you please let us know what is going on?

If you want to contact me directly, feel free to send me the information to my email address: martina.b@casino.guru

Thank you so much in advance

Good afternoon,

Unfortunately, this player was blocked by decision of our Security Department and is considered unwelcome on our platform. Withdrawal of funds was suspended, and the $700 in question was not paid out.

However, at this point, I can offer the only possible solution to this situation: we can unblock the account solely for the purpose of withdrawing the $700, after which it will be permanently blocked with a prohibition on creating any new accounts.

Since the total amount of the player’s withdrawals exceeded the amount of their deposits, we are entitled to refuse further access to our platform.

If this solution is acceptable to you, I am ready to proceed with it.

Hello,

I have no words.

As I mentioned earlier $700 was the amount in the withdrawal pending status. Of course, unblock my account, and I'll request the rest of the balance.

Good afternoon,

Your account has been unlocked. Please submit a withdrawal request for the amount of $700 at your earliest convenience.

If you need any assistance, feel free to let me know.

Hello,

I see in the transaction history that you manually deducted $2465.79 and then added $700 back. I requested a withdrawal of 7 transactions x $100. Those are in the pending status now.

The question remains - when you add the rest of $1765.79?

Dear Awintura Casino,

Can you please check the email I have sent you? Thank you in advance

Good afternoon,

I sent you answer via email

Dear Awintura Casino, I have responded. Can you please check it out? Thank you so much in advance

Hello Awintura Casino and Martina,

I received $700, thank you for your help, Martina.

However, $1765.79 should be on the balance, while it is still 0

Waiting for your reply.

Dear Pulina, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Good afternoon,

I sent answer to you via email

Greetings, all.

Thank you, Awintura Casino, for providing all the information and the evidence about this case.

Dear Pulina,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed violated the terms of the casino.

As you breached clause 27.26.5. Simultaneous gaming activity across several tabs, we are unable to help.

I am sorry we cannot be better help in this case.

Should you have any problem with this or some other casino, do not hesitate to get back to us. We are here to help.