The player from Chile filed a formal complaint against Awintura Casino due to the unjustified withholding of her winnings of CLP$1,000,000, which she had requested three months earlier. Despite successfully completing KYC verification and confirming her identity, her payment remained frozen in “Processing” status, compounded by unhelpful chat support. We later received confirmation that the casino released the payment to her account after the withdrawal was disabled for a specialist review. The complaint was then marked as resolved because the winnings were paid out in full.
Awintura Casino - Player's withdrawal is delayed and funds are frozen.
Resolved
Our verdict
Case closed
Amount: $1,000,000 CLP
Awintura Casino
Safety Index 9.8 Very highCase summary
Discussion
Public
Public
3 weeks 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.
Automatic translation:
Public
Public
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.
Public
Public
3 weeks 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.
Public
Public
3 weeks ago
TranslationHi Karla, I'm updating my case with very serious evidence of the delaying tactics the casino is using. Today, Wednesday, August 12th, I just received an official email from Awintura informing me that my withdrawal operations have been completely disabled because my account entered a supposed 'specialist review'.
This happened right after I received confirmation that my account was successfully verified last Monday and after I submitted my complaint on this platform. It's clear they are manually blocking my CLP$1,000,000 prize to delay payment. I am reporting this so that the mediator can take immediate action against the operator. 
Automatic translation:
Public
Public
3 weeks ago
TranslationHi Karla, I'm updating my case to happily inform you that Awintura Casino has just released my one million peso payment to my account. Many thanks to Casino Guru for their excellent management and international mediation. We can mark the case as SUCCESSFULLY RESOLVED.
Automatic translation:
Public
Public
2 weeks ago
Dear Fer2016,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Karla Mayfly
Casino.Guru
