Awintura Casino - Pelaajan nosto on viivästynyt.

The casino won't let me make my withdrawals. I made four withdrawals of 700,000 CLP each, and they keep telling me my account is undergoing verification, even though it was successfully verified two weeks ago with KYC. They say my account is in an internal audit and review process, and they haven't given me a timeframe for when I can withdraw my money. I would be very grateful if you could contact a representative from Awintura Casino to address my withdrawals. I've also noticed that many other users are experiencing the same issue, being told their accounts are under review, which keeps delaying the process.

El casino no me permite realizar mis retiros, hice 4 retiros de 700.000CLP, me dicen que mi cuenta se encuentra en un proceso de verificación, siendo que hace ya 2 semanas se verificó correctamente con la verificación KYC. Me indican que mi cuenta se encuentra en un proceso de auditoria y revisión interna, y no me indican un plazo para poder retirar mi dinero, pido por favor si se pueden comunicar con un representante del casino awintura para que responda por mis retiros, se los agradecería. También he notado que a muchos usuarios les hacen lo mismo, diciéndoles que su cuenta se encuentra en una revisión, alargando y alargando el tiempo de espera.

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.

Dear cvita,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear cvita,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear cvita,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru