The player from Chile files a formal complaint against Awintura Casino due to unjustified withholding of her winnings of CLP$1,000,000, which she requested three months ago. Despite successfully completing KYC verification and confirming her identity, her payment remains frozen in 'Processing' status, compounded by unhelpful chat support.
Awintura Casino - Player's withdrawal is delayed and funds are frozen.
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Awintura Casino
Safety Index 9.8 Very highCase summary
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6 days ago
Translation
Hello. I am filing a formal complaint against Awintura Casino for the unjustified withholding of my winnings in the amount of CLP$1,000,000, under transaction ID 5505117, debited from my Copec Pay account. This withdrawal issue has been ongoing since April 24, 2026. After months of persistence, last Monday the security department received all my historical documentation and successfully approved my KYC verification, leaving my profile in 'Verified' status. Despite my identity being 100% confirmed and the funds corresponding to a legitimate prize obtained through the daily cashback offered by the casino itself, my payment status remains frozen at 'Processing' after a four-business-day wait. Chat support is limited to providing pre-recorded bot responses and refuses to transfer me to a human supervisor. I request Casino Guru's mediation so that Awintura manually and immediately releases my bank transfer, as I have complied with all required legal protocols.
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2 days 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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2 days ago
Dear Han13,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal.
To help me better understand your case, could you please answer the following questions?
- Have you made any successful withdrawals from this casino before?
- You mentioned that the winnings originated from the casino’s daily cashback. Could you please confirm whether all wagering requirements and other conditions associated with the cashback had been completed before you requested the withdrawal?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
