Awintura Casino - El retiro del jugador se retrasa debido a problemas de verificación.

This casino is refusing

to process my withdrawal from 15 days ago. I have sent them a selfie with my identification document in hand 100 times. First, they said they were experiencing a heavy workload, then they claimed the photos were low resolution. I have a professional phone and I use it accordingly, meaning the photos are in maximum resolution and high quality, completely legible.

Este casino se niega

A hacer el depósito de mi retiro hace 15 días , les he enviado 100 veces la selfie con mi documento de identidad en mano , primero dicen que tienen sobrecarga de trabajo , luego que las fotos tienen baja resolución, tengo un teléfono profesional y así lo ocupo , es decir las fotos están con máxima resolución y alta calidad , totalmente legibles .

Dear flpoblete,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we proceed with this complaint, could you please post the casino's website link here in this thread?

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,

Kristina

https://awintura.com/es-cl/, that is the link, now I will send screenshots of your licenses .

https://awintura.com/es-cl/, ese es el enlace , ahora enviaré capturas de pantalla de sus licencias .

Awintura is jointly owned and operated by Wiraon BV, registration number 146886, registered address: Korporaalweg 10, Willemstad, Curaçao and its subsidiary Briantie Limited, a company registered in the Republic of Cyprus, with its address: Lekorpouzier, 12A, Floor/Office 102, Limassol, Cyprus, 3075; Registration number: HE 385770

Wiraon BV holds a sublicense from Antillephone NV and is permitted to operate gaming on the international market through service lines. Antillephone NV with a master license issued by the government of Curaçao with reference 8048/JAZ.

Apparently it has a Curacao license.

Awintura es propiedad y operación conjunta de Wiraon B.V., número de registro 146886, dirección registrada: Korporaalweg 10, Willemstad, Curaçao y su subsidiaria Briantie Limited, una empresa registrada en la República de Chipre, con su dirección: Lekorpouzier, 12A, Piso/Oficina 102, Limassol, Chipre, 3075; Número de registro: HE 385770

Wiraon B.V. posee una sublicencia de Antillephone N.V. y se le permite la operación de juegos de azar en el mercado internacional a través de líneas de servicios. Antillephone N.V. con una licencia maestra emitida por el gobierno de Curaçao con la referencia 8048 / JAZ.

Al parecer tiene licencia de Curacao.

Could someone guide me on how to file a complaint with the organizations that regulate these casinos and supervise their bad practices?

Greetings and thanks.

Alguien podría guiarme en como ingresar una queja en los organismos que regulan estos casinos y fiscalizan sus malas prácticas?.

Saludos y gracias.

Thank you for your reply, flpoblete. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that your account has not been verified yet?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Hello, I have not made a previous withdrawal with awintura, I won with real money not a bonus, awintura is a scam, their scams are discussed on their social networks.

Hola , no he realizado retiro anterior con awintura, gané con dinero real no de bono , awintura es una estafa , en sus redes sociales se comentan sus estafas .

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

They have not paid, they do not accept verification selfies, they do not respond to emails or messages, their social networks are full of scam reports.

Thanks for contacting, greetings.

No han pagado , no aceptan las selfies de verificación, no responden correos o mensajes , sus redes sociales están llenas de denuncias de estafa .

Gracias por contactar,saludos .

Thank you very much, flpoblete, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello flpoblete,

My name is Romi and I will be assisting you with your case. If you have any updates, please come forward.

I would like to request the presence of a representative from the casino in this conversation.

Dear Awintura Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello flpoblete.

I am sorry that the casino representative did not respond to this complaint and I will try to contact the casino now, outside this thread one more time and will let you know as soon as possible if I had any luck.

If the casino fails to respond within 3 days, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for your patience.

Best regards,

Romi

Sorry, it's been 43 days of mockery requesting selfies with endless different instructions, all photos have been sent in high resolution and maximum quality, the data can be seen without zooming, awintura is a FRAUD and shameless.

On June 30th I won the $237,000.

Perdón , ya son 43 días de burlas solicitando selfies con un sin fin de indicaciones distintas , todas las fotos han sido enviadas en alta resolución y máxima calidad, se ven los datos sin hacer zoom, awintura es un FRAUDE y descarado .

El 30 de junio gané los $237.000 .

I see that this is a joke, Romi must have months of vacation accumulated, I have managed to make more noise with my followers on social networks than with you, AWINTURA IS A SCAM, thanks for nothing, I will continue with my contest on social networks to report the scammer profile on Instagram of this casino, so that it does not continue stealing.

Veo que esto es una burla , Romi debe tener meses de vacaciones acumuladas , he conseguido hacer más ruido con mis seguidores de redes sociales que con ustedes , AWINTURA ES UNA ESTAFA , gracias por nada , seguiré con mi concurso en redes sociales para reportar el perfil estafador en instagram de este casino , para que no siga robando .

Dear flpoblete ,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (romana.r@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Romi