Awintura Casino - Player’s withdrawal is delayed due to verification issues.

Yesterday, I requested a withdrawal, and it is presumed that most casinos process bank transfers quickly, sometimes within minutes. However, they asked me to verify my account more than five times, claiming the photos weren't clear. Then they stated they needed the card I used for the deposit. I informed them it's a virtual Mercado Pago card that doesn't allow screenshots. Now, they say it may take up to 3 days to review my documents. I uploaded the statement from my Mercado Pago prepaid account. I also have a photo taken from another phone to send them, and still, there's no response. Only after they verify my account, will they process the withdrawal. I find this terrible. In the morning, they rejected my documents, saying the images weren't clear, even though I have a very good camera on my phone, which is impossible. I am frustrated with this casino and need them to expedite the verification process because after rejecting my photos more than five times, I don't know what to expect now. I am requesting assistance!!

Dear pebq16, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Please forward me the documents you sent to the casino most recently for verification at veronika.f@casino.guru.

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

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible. 

Dear pebq16,

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.