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.