Awintura Casino - El retiro del jugador se ha retrasado y los fondos están congelados.

Hello. I am filing a formal complaint against Awintura Casino for the unjustified withholding of my winnings in the amount of CLP$1,000,000, under transaction ID 5505117, debited from my Copec Pay account. This withdrawal issue has been ongoing since April 24, 2026. After months of persistence, last Monday the security department received all my historical documentation and successfully approved my KYC verification, leaving my profile in 'Verified' status. Despite my identity being 100% confirmed and the funds corresponding to a legitimate prize obtained through the daily cashback offered by the casino itself, my payment status remains frozen at 'Processing' after a four-business-day wait. Chat support is limited to providing pre-recorded bot responses and refuses to transfer me to a human supervisor. I request Casino Guru's mediation so that Awintura manually and immediately releases my bank transfer, as I have complied with all required legal protocols.

Hola. Presento una queja formal contra el casino Awintura por la retención injustificada de mis ganancias por un monto de CLP$ 1.000.000, bajo el ID de transacción 5505117 dirigido a mi cuenta Copec Pay.Este caso de retiro viene arrastrándose con trabas desde el 24 de abril de 2026. Tras meses de insistencia, el pasado lunes el departamento de seguridad recibió toda mi documentación histórica y aprobó mi verificación KYC exitosamente, quedando mi perfil en estado 'Verificado'.A pesar de que mi identidad está 100% confirmada y de que los fondos corresponden a un premio legítimo obtenido mediante la devolución diaria (cashback) que el propio casino me otorgaba, el estado de mi pago sigue congelado en 'Procesando' (en curso) tras 4 días hábiles de espera. El soporte del chat se limita a entregar respuestas pregrabadas de bots y se niega a derivarme con un supervisor humano.Pido la mediación de Casino Guru para que Awintura libere de forma manual e inmediata mi transferencia bancaria, ya que he cumplido con el protocolo legal completo exigido."

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Dear Han13,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal.

To help me better understand your case, could you please answer the following questions?

• Have you made any successful withdrawals from this casino before?
• You mentioned that the winnings originated from the casino’s daily cashback. Could you please confirm whether all wagering requirements and other conditions associated with the cashback had been completed before you requested the withdrawal?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla, I'm updating my case with very serious evidence of the delaying tactics the casino is using. Today, Wednesday, August 12th, I just received an official email from Awintura informing me that my withdrawal operations have been completely disabled because my account entered a supposed 'specialist review'.

This happened right after I received confirmation that my account was successfully verified last Monday and after I submitted my complaint on this platform. It's clear they are manually blocking my CLP$1,000,000 prize to delay payment. I am reporting this so that the mediator can take immediate action against the operator.

Hola, Karla. Actualizo mi caso con una prueba muy grave de las tácticas de retraso que está usando el casino. Hoy, miércoles 12 de agosto, acabo de recibir un correo oficial de Awintura donde me informan que mis operaciones de retiro han sido totalmente deshabilitadas porque mi cuenta entró a una supuesta 'revisión por especialistas'.

Esto ocurre justo después de que me confirmaran que la cuenta estaba verificada con éxito el lunes de la semana pasada y de que ingresara mi queja en esta plataforma. Es evidente que están bloqueando mi premio de CLP$ 1.000.000 de forma manual para dilatar el pago. Dejo constancia de esto para que el mediador tome acciones inmediatas contra el operador.

Hi Karla, I'm updating my case to happily inform you that Awintura Casino has just released my one million peso payment to my account. Many thanks to Casino Guru for their excellent management and international mediation. We can mark the case as SUCCESSFULLY RESOLVED.

Hola, Karla. Actualizo mi caso para informar con mucha felicidad que el casino Awintura me acaba de liberar el pago de mi millón de pesos en mi cuenta. Muchas gracias a Casino Guru por su excelente gestión y mediación internacional. Podemos marcar el caso como RESUELTO CON ÉXITO.

Dear Fer2016,

We're glad to hear that your issue has been resolved. We'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,

Karla Mayfly

Casino.Guru