Awintura Casino - general discussion (page 2)

Everything is in English and I'm Chilean... They need to switch to Spanish... And I'm still complaining about this casino, AWINTURA. They haven't paid me in 15 days and their online support is useless... They always give the same answer... So I'm filing a formal complaint today. They can't treat people like this.

They said the verification process was completed, but 15 days have passed and there's still no response. They also said my withdrawal is on hold.

I've made other withdrawals before, but nothing ever happened. Now, on the 15th, they told me my verification was fine and that it would take three days to deposit. Imagine spending money on entertainment, and then when you want to withdraw it, everything's a mess. A thousand excuses, just copied and pasted.

The good thing is that you can easily translate those emails to your language now. Perhaps they don't support the Spanish language, you know.

Please know that whenever you're ready to submit your complaint, our team will be ready to step in.

Please take action that will benefit us. In the forums above, I saw that you or someone else solved the problem and the casino paid you.

Well, the truth is that only within a complaint are we able to take action, as you say.

So please help me with the complaint. Tell me the steps to follow.

Please start here. Explain your issue well, and one of our first responders will get back to you as soon as possible and inform you what to do next.

If you need any help, let us know.

Hello,

This casino, called Awintura, looks like all the others; in fact, its platform is quite good and the app works very well. However, it's a great setup for running scams. I deposited money on January 26, 2026. I won a fair amount of money (much less, admittedly, than what I've won/lost at other casinos). They asked me to complete the verification process, which is already much more cumbersome than at any other casino in the industry. I completed it correctly, and after many attempts (since the documents are always rejected), I finally managed to upload them. However, the withdrawal process isn't progressing. Tired of receiving nothing but evasive answers in the customer service chat, I started to realize that they had no intention of processing the payments.

DO NOT PLAY, UNDER ANY CIRCUMSTANCES. AWINTURA IS A SCAM. IF YOU ARE UNFORTUNATELY LUCKY ENOUGH TO WIN, YOU WILL NOT BE PAID.

PLEASE FORWARD THIS COMPLAINT TO THIS CASINO SCAM.

AWINTURA --> SCAM

So, do I understand correctly that you submitted all the documents, but the verification process is still pending?

May I ask when exactly you sent the documents, please?

It actually may take a little time until they check them all, you know.

Awintura Casino is a scam. Since they don't process withdrawals, players stop depositing and their financial stability is jeopardized. The only way to get them to pay is by filing complaints everywhere possible. They change the deadlines on me every day. The verification was supposed to be ready today, but it wasn't. I wonder what excuses they'll come up with now, maybe even challenge the uploaded documents for any reason.

DO NOT PLAY AT AWINTURA CASINO.

What surprises me most is that operators like Pragmatic Play continue to work with them.

That's right. Please send all the documents:

1. CI on both sides

2. Selfie with the ID

3. Screenshots of deposits made with Mach

4. Cartola de Mach

Mach is a payment method that they offer explicitly and specifically.

All documents were sent on Monday, January 26th. They should have been ready by January 28th, but they weren't, and there have been no further responses.

It's by far the worst in the industry in terms of withdrawal processing. Clearly a tremendous risk of a pyramid scheme.

Hello, I understand this is very frustrating. Sadly, if a player wins a significant amount, a thorough investigation may be conducted. In any case, I guess it will all be discussed in the complaint.

Your experience is obviously valid and hopefully all possible checks will be okay.

The issue remains unresolved. My deposit hasn't been processed, and I haven't received any response from Awintura. I've won amounts 100 times greater at other casinos (Pinnacle, Partypoker, 1xBet), and they've never taken this long. The player experience at this casino is terrible, and the casino's complete lack of response only reinforces my suspicion that it's a scam. I urgently need you to contact the casino so they can process my deposit.

Hello, you see the scam actually means something else, but I get why this feeling rises up. Most online casinos have many flaws, just like you described with this one, but in the end it's the failing payout system, or third-party issues specific to specific countries, a quite incompetent KYC team, etc.

In any case, the complaint will surely provide more details and, hopefully, also a solution. In most cases players have to deal with unprofessional services, and that's bad enough. Scam, on the other hand, provides top-tier support, but it is all fake and focused on fees.

I truly appreciate the updates and will be here for more.

I filed a complaint and haven't received any response, neither from Casino Guru nor from Awintura. To me, this is a scam. What you describe as unprofessional is not what's happening here.

Okay. Whatever you say.

So when it comes to your complaint, you can always check the timer to see when you can expect a response. Did you read the instructions? It could be handy when it comes to expectations.

Each party, including you and the mediator, and later the casino, has 7 days to respond.

Be patient, please.

Okay. I just thought they'd bring up the casino issue.

Don't worry. It is quite a process, but anytime the complaint needs your attention, you'll get notified. Furthermore, the complaint is still accessible through your Casino Guru account. If at any time something feels unclear, you are welcome to reply to me with questions.

A small tip: do not post too many separate posts in the complaint. Instead, try to form structured text the mediators can easily work with. That can actually speed it up a bit.

OK thanks