Awintura Casino - El retiro del jugador ha sido rechazado.

I am currently in this casino and from the reviews that say casino guru is good and trustworthy, so I played, I deposited an amount that is not small and I played with a couple of bonuses but it did not go well for me, so in the next deposits I played without having an active bonus in which I played without bonus money and I was able to recover what I lost and I also won an average amount of money, now I wanted to withdraw my winnings from 05/19/2025 until today June 3 for them to tell me that they rejected it, to all this I verified with everything they asked for, I verified with bank statements, deposit receipts, identity documents, selfie, etc .... and all approved by themselves and it should also be said that the maximum withdrawal period had already been met, so that means that the casino does not comply with the withdrawals to date, they do not give an answer to the reason for the rejection in their live chat that is what they are for and they do not do their job, I verified everything they asked for having good results and they wait an eternity for They tell me that they rejected it without giving any reason, I repeat, I won without bonus money, only one withdrawal was processed correctly, and when I tried to withdraw an amount of 4,800,000 CLP they denied it and no one takes responsibility and worst of all, they do not respond.

Actualmente estoy en este casino y por las reseñas que dicen casino guru que es buena y de confiar entonces jugué,deposite una cantidad que no es menor y jugué con un par de bonos pero no me fue bien,así que en los próximos depósitos jugué sin tener un bono activo en lo cual jugué sin dinero de bonificacion y pude recuperar lo que perdí y también gane una cantidad de dinero promedio,ahora quize retirar mis ganancias desde el 19/05/2025 hasta hoy 3 de junio para que me digan que lo rechazaron,a todo esto verifique con todo lo que pidieron,verifique con extractos bancario,comprobantes de depósitos,documentos de identidad,selfie,etc.... y todos aprobados por ellos mismos y también cabe decir que el plazo máximo de retiro ya se había cumplido,entonces eso quiere decir que el casino no cumple con los retiros a la fecha,no dan una respuesta al porque del rechazo en su chat en vivo que para eso están y no cumplen con su trabajo,verifique todo lo que pidieron teniendo buenos resultados y esperan una eternidad para que me digan que lo rechazaron sin dar motivo alguno,vuelvo a repetir gane sin dinero de bono,solo un retiro lo procesaron bien ya cuando quise retirar una cantidad de 4.800.000 clp me lo negaron y nadie se hace responsables y lo peor de todo que no responden

Dear Gonz3832,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing. To assist you further, I would appreciate your cooperation in providing the following details:

• What specific reasons, if any, were provided by the casino for rejecting your withdrawal?
• Am I correct in understanding that you have successfully passed the full KYC verification and all your documents have been approved?
• Can you confirm if you have made any additional attempts to withdraw funds after the initial rejection?
• Have you used the same payment method for withdrawing your winnings as you used for depositing?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello everyone,

At the moment I see several withdrawal requests and I see that one of them for 1100000 CLP will be carried out on 09.06 June. The total amount of your requests is quite large and therefore it takes more time due to the existing limits, but do not worry, you will definitely receive your money.

Awinaventura, tell the truth. I had to make several requests because they rejected the ones I had made because they didn't pay me. Out of 4,800,000, they only paid me one, 115,000, and nothing more. Tell the truth and stop making excuses.

Awinaventura hablen con la verdad,tube que hacer varias solicitudes porque me rechazaron las que había hecho porque no me las pagaban,de 4.800.000 solo me han pagado una sola de 115.000 y nada más,hablen con la verdad y dejen de poner excusas

And it is worth remembering that I was waiting almost 30 days for them to tell me that my withdrawal was rejected due to technical failures and now I have to wait again, perhaps how long?

Y cabe recordar que estube esperando casi 30 días para que me digan que me rechazaron el retiro por fallas técnicas y ahora vuelta a esperar quizás cuanto tiempo

Of 5,000,000 they have only paid me 115,000 and nothing more, I am still waiting and even though they told me it would be faster now where the amount to withdraw is lower, they take longer and longer than they promise, I got to the point of having to cancel my previous request and make requests again for a low amount, they promised to speed up all the movements, but I don't see any progress, I have been waiting for more than 1 month

De 5.000.000 solo me han pagado 115.000 y nada más,aun sigo esperando y eso que me dijeron que sería más rápido ahora donde baje el monto a retirar,se demoran y se demoran más de lo que prometen,llegue al extremo de tener que cancelar mi solicitud anterior y volver hacer solicitudes por unos monto bajo,prometieron agilizar todo los movimientos,pero no veo nada de avance,llevo más de 1 mes esperando

And now to top it all off, they rejected my withdrawal of 1,100,000 that they said would be processed today, June 9th. The good-for-nothings rejected it. 3 days ago, awintura himself said that he would process it today and they rejected it again. This is already an abuse. They don't want to pay the money from the earnings. They want to end the patience of those who feed them.

Y ahora para el colmo de todos me rechazaron el retiro de 1.100.000 que dijeron que se procesarla hoy 9 de junio,lo rechazaron los buenos para nada,hace 3 días atrás awintura mismo dijo que lo procesamiento hoy y lo volvieron a rechazar,esto ya es un abuso,no quieren pagar el dinero de las ganancias,quieren acabar con la paciencia de los que le dan de comer

Look at the false response and information they give, supposedly rejected by my bank because the withdrawal is too large, but on May 15 they themselves paid me a larger withdrawal that I made and without problems, one lie after another.

Vean la respuesta e información falsa que dan,supuestamente rechazada por mi banco porque el retiro es muy grande,pero el día 15 de mayo me pagaron ellos mismos un retiro más grande que hice y sin problemas,una mentira tras otras

And another bad practice that these individuals do is that I give you an example, I have 3 withdrawals in progress on June 1, 2025 and since they rejected 1 withdrawal of the 3, they force me to make the withdrawal that they rejected on June 10, 2025 and the other 2 previous withdrawals that were being processed begin to start again from the last withdrawal that they forced me to make, that is, several days of processing are lost because they reject a withdrawal and they always blame one's bank, they always blame the finance department, whoever they blame, when many times I have even given proof that my bank has no problems because I have received up to 5,000,000 maximum in other casinos and without problems, but the only problem is with them, awintura you embarrass me and supposedly has a good rating as safe, that was why I encouraged myself to play and take the risk of depositing huge amounts of money

Y otra mala práctica que hacen estos individuos es que te doy un ejemplo,tengo en curso 3 retiros el día 01 de junio del 2025 y como me rechazaron 1 retiro de los 3 entonces me obligan hacer el retiro que me rechazaron un día 10 de junio del 2025 y los otros 2 retiros anterior que se estaban procesando pasan a iniciar nuevamente desde el último retiro que me obligaron hacer,osea se pierden varios días de procesamiento porque rechazan un retiro y siempre le hecha la culpa al banco de uno,siempre le hechan la culpa al departamento de finanzas a quien sea le hechan la culpa,cuando hasta muchas veces le eh dado prueba de que mi banco no tiene problemas porque eh recibido hasta 5.000.000 como máximo en otros casinos y sin problemas,pero el problema solo lo tienen ellos awintura me das vergüenza y supuestamente tiene una buena calificación como seguro,fue por eso que me anime a jugar y correr el riesgo de depositar enormes cantidades de dinero

Good day,

I am very sorry that this situation has arisen. I ask you to remain calm, I will definitely sort this situation out. I have taken control of this situation and will definitely resolve it!

Best regards,

Awintura Casino

Good day,

I am back with an update on the information. Thanks to the acceleration, more than 3,000,000 pesos were withdrawn and at the moment there is one application left - for the amount of 500,000 pesos, which will be carried out on June 14.

Dear Awintura Casino Representative,

Thank you very much for getting in touch with us and assisting the player with his withdrawal. We appreciate the acceleration in processing the player's withdrawal requests. We understand that large withdrawals may sometimes take longer due to internal limits or verification processes. However, we encourage your team to continue handling this case with care and urgency, especially considering the time the player has already been waiting.

Dear Gonz3832,

If the remaining amount is processed as promised, and no further complications arise, this matter may soon be resolved. If any issues persist after June 14, please let us know here, and we will be happy to re-engage with the casino to ensure your concerns are addressed properly.

Thank you both for your cooperation and continued engagement.

As of now, June 14th is about to end, and they still haven't made the missing withdrawal, much less have the withdrawal status changed, and I think they're going to forget about it again.

Hasta el momento ya esta por terminar el día de hoy 14 de junio y aun no hacen el retiro que falta y mucho menos ah cambiado el estado del retiro y creo que ya se van a olvidar nuevamente

Well, it's already the 15th and they still haven't paid the pending withdrawal that they were supposed to pay yesterday, the 14th.

I'm sure they won't pay me today, and I doubt it very much tomorrow, June 16th. When they're already late with a date, then they'll continue to be late.

Bueno ya estamos a 15 y aun no pagan el retiro pendiente qué supuestamente iban a pagar ayer 14

Estoy seguro que hoy no me pagaran y mañana 16 de junio lo dudo mucho,cuando ya se atrasan con una fecha entonces ya se van a seguir atrasando

They rejected my withdrawal because according to them the withdrawal data is invalid haha I knew something would happen, how could they think they were going to be invalid if the other successful withdrawals were to the same account, now that they rejected it it will take many more days to withdraw them because the process starts again, this is too much

Me rechazaron el retiro porque según ellos los datos de retiros son inválidos jaja yo sabía que pasaría algo,como se les ocurre que van a ser inválidos si los otros retiros exitosos fueron a la misma cuenta,ahora que me lo rechazaron se van a demorar muchos más dia en retirarlos porque se vuelve a iniciar el proceso,esto ya es mucho

Thank you very much, Gonz3832, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Gonz3832,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in.

Dear Awintura Team,

Could you please kindly provide more details regarding this case, specifically the reason for rejecting the player’s withdrawal request? Your message mentioned that the withdrawal data was "invalid"—could you clarify what exactly was meant by that? From the player’s perspective, it appears to have been one of several standard withdrawal requests, so any additional context would be greatly appreciated.

Thank you in advance for your cooperation and assistance.

Good day,

I see that almost the entire amount has been successfully withdrawn, out of 4,800,000 pesos, only 500,000 pesos remain. I see that there is currently an active withdrawal request, in response to the answer why the previous request was rejected - I see that it has an erroneous status, it is the payment system itself that rejected the request. Now I will clarify when the new request will be withdrawn and will write to you later.

Thank you very much Awintura Casino Team.

I will keep this complained opened until whole amount will be transferred.

But that is not the case, the point is if they rejected it systematically why should I wait another week??? That is unfair, because it should take less time since it was not my mistake, it was completely yours, I have been waiting a long time to finally withdraw everything and here I am still waiting, last time they rejected it too and they fixed it right away and the money arrived immediately to my account, why don't you do the same now? I would be proud of you if you did the same because it would really be seen that you fix the problems immediately

Pero ese no es el caso,el caso es que si rechazaron por sistema porque debería esperar otra semana más??? Eso es injusto,porque deberían demorarse menos ya que no fue un error mio,fue completamente de ustedes,llevo mucho esperando para porfin retirar todo y aquí estoy aun esperando,la vez pasada igual lo rechazaron y enseguida lo arreglaron y llego el dinero enseguida a mi cuenta,porque no ahora hacen lo mismo?? Me sentiría orgulloso de ustedes si hacen lo mismo porque de verdad se vería que arreglan enseguida los problemas

Casino awintura my complaint is not that you don't pay my complaint is that I have been waiting since May 19th and until today with 2 rejected withdrawals and that means more delay on your part in paying the totality of the winnings, the thing is that every time a withdrawal is rejected I have to create another request and all the processing days are lost and the request is restarted from 0 and that means that it will take longer because of this bad practice, do you understand?

Casino awintura mi queja no es que ustedes no pagan mi queja es que estoy esperando desde el 19 de mayo y hasta hoy a la fecha con 2 retiros rechazado y eso quiere decir más demora de parte de ustedes en pagar la totalidad de las ganancias,la cosa es que cada vez que se rechaza un retiro obligatoriamente tengo que crear otra solicitud y el todos los días de proceso se pierde y se reinicia de 0 la solicitud y eso quiere decir que se van a demorar más por esa mala practica,entienden?

To my surprise, which is no longer news, they now asked me to verify my account again by sending a bank statement and I sent them all, but that also means that it will take several days to verify and several more days to make the withdrawal. They have no shame, it has been more than a month and how is it possible that they cannot pay the entire withdrawal even though I had already verified before with everything they asked for and now again to make me waste more time and I am still waiting for awintura to respond through this means to the rejection of the withdrawal and that they still have not done it, this is a mockery

Para sorpresa que ya no es novedad ahora me volvieron a pedir verificar nuevamente mi cuenta enviado un extracto bancario y se los envié todos pero eso también quiere decir que se van ah demorar varios días en verificar y varios días más en hacer el retiro,no tienen verguenza ya va más de 1 mes y como es posible que no puedan pagar la totalidad del retiro aun y siendo que ya había verificado antes con todo lo que pidieron y ahora otra vez para hacerme perder más el tiempo y aun estoy esperando que awintura responda por este medio el rechazo del retiro y que aun no lo hagan,esto es una burla

Dear Gonz3832, your frustration is completely understandable.

Awintura Casino Team,

Could you kindly clarify why the player is being asked to resubmit documents that have already been provided? As you've mentioned, a significant portion of the payout has already been processed, which suggests that the necessary documentation was previously reviewed and accepted.

Requesting the same documents again for the remaining balance does seem unusual. We would appreciate a clear explanation to help the player better understand the process.

Thank you in advance for your cooperation.

There is the last withdrawal for 500,000 and as casino guru says, it is unusual again the verification if the withdrawals that were made were already verified, it should be said that since the beginning of the withdrawal I have not made any deposit or any movement for them to ask me to verify again, in fact I have no problem verifying because I know that everything will be in order, but what is lost is time because that means that it will take much longer to make the withdrawal, I uploaded the bank documents that they asked me 2 days ago and they still have not verified it, they take a long time and we all have patience but this is too much

Queda el último retiro por 500.000 y como dice casino guru es inusual otra vez la verificación si ya los retiros que se realizaron estaban verificados,cabe decir que desde el inicio del retiro no eh hecho ningún deposito o algún movimiento como para que me pidan nuevamente verificar,de hecho no tengo problemas en verificar porque se que todo estará en orden,pero lo que se pierde es el tiempo porque eso quiere decir que se van a demorar mucho más en hacer el retiro,subí los documentos bancarios que me pidieron hace 2 días y aun no lo verifican,se demoran mucho y todos tenemos paciencia pero esto ya es demasiado

Good afternoon, yes, this is true. However, I see that the verification is at the final stage, why it was initiated I cannot tell you, but this is a standard procedure. Often, an additional verification is initiated if more than 1 payment method was used for deposits.

Thank you, Awintura Casino, for the update.

Dear Gonz3832,

I understand that this situation is frustrating for you, especially given the delays in processing your withdrawals. While this may not be the news you were hoping for, I would still kindly recommend that you fulfill the casino’s request for the additional verification documents.

Once you’ve submitted all the required files, please let me know.

That additional verification for more than one use of payment method is not true, since it was only with one payment method which I always do, that is an outrage and the documents they asked to upload, well I already uploaded them 2 days ago and they still haven't reviewed them, they even take time to verify some documents, last time they only took a couple of hours and now it's been almost 3 days because the day is ending and their T&C says that the maximum period is 2 days to verify it, now that awintura responded through this means why didn't they take the opportunity to mention the rejection of the withdrawal and when will my withdrawal date be ????

Esa verificación adicional por más de un uso de método de pago no es cierto,ya que fue solo con un método de pago el que siempre hago,eso es una barbaridad y los documentos que pidieron subir pues ya lo subí hace 2 días y aun no lo revisan,se demoran hasta en verificar unos documentos,la vez pasada solo se demoraron un par de horas y ahora ya van casi 3 días porque el día esta terminando y en sus tyc dice que plazo máximo son 2 días en verificarlo,ahora que awintura respondió por este medio porque no aprovecho de mencionar el rechazo del retiro y cuando será la fecha de mi retiro????

Good afternoon,

I understand you perfectly and I am very sorry that this situation happened to you. I am doing everything possible to resolve your situation as soon as possible. And fortunately, there is one last payment left before completion.

I already received the notification that my uploaded documents were verified. I just hope they don't delay any longer and pay my withdrawal, which should have been made days ago.

Ya me llego la notificación que fueron verificados mis documentos que subí,solo espero que no se demoren más y paguen mi retiro que tubo que haber sido hace días atras

Thank you everyone for cooperation!

Dear Gonz3832,

At this point I truly hope as well, that it is only a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Good afternoon everyone,

When checking your account today I found that the last amount was withdrawn successfully!

Wonderful news! Thank you Awintura Casino Team for the update!

Dear Gonz3832,

Have you received your withdrawals? Please let us know

Yes, I already received them, but I will say this so that some people are careful with this casino: please do not register at this casino. The truth is that everything was very nice from the beginning, but if you dedicate yourself to informing yourself, you will see that they have many complaints, and most of them for the same reason: they take a long time to pay withdrawals, and even several months, from what I read in another complaint. So that you do not have a bad time, do not register at this Awintura casino because it will be a headache.

Thank you very much casino guru, you saved me from this

Si ya los recibí pero diré esto para que algunos tengan cuidado con este casino,porfabor no se registren en este casino,la verdad que todo muy bonito desde el principio pero si se dedican a informarse verán que tienen muchas quejas y la mayoría por lo mismo,se demoran mucho en pagar el retiro y hasta varios meses por lo que leí por ahí en otra queja,para que no pasen mal momento no se registren en este casino awintura porque será un dolor de cabeza

Muchas gracias casino guru,me salvaron de esta

Dear Gonz3832, you are very welcome!

I'm so glad to hear that your money has arrived! I'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,

Martina Bennett

Casino.Guru