Awintura Casino - El retiro del jugador se retrasa debido a la auditoría de la cuenta.

Good afternoon 08/06 , I requested a withdrawal and they told me it would take 3 working days and that it was being processed, today I contacted them and they told me that my account was being audited with no deadline . Before I deposited I contacted them asking if my account was verified and if everything was ok. I was told that it was. When I made the withdrawal, it was checked again? They're acting in bad faith. There is no audit for deposits.

Boa tarde dia 08/06 , solicitei um saque e informaram 3 dias úteis e que estava em processamento, hoje entrei em contato já informaram que minha conta estava em auditoria sem prazo . Antes de eu depositar entrei em contato perguntando se minha conta estava verificada e se estava tudo bem. Foi informado que sim . Na hora do saque ela entrou em verificação de novo ? Estão agindo de má fé. Para depósito não tem auditoria.

Dear nyquemarques,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Good day,

I see the current situation and will definitely help with the withdrawal of funds. However, after this, your account will be blocked, since you know that there have been changes in Brazilian legislation and now this is prohibited in your country. Also, during the period when the changes in legislation occurred, we immediately added Brazil to the list of prohibited countries on the site, and there were also notifications.

Best regards,

Awintura Casino

Good morning, thank you and I understand, but they are receiving deposits from Brazilians without any problems. They should block deposits too.

Bom dia ,obrigada e compreendo , mais estão recebendo os depósitos dos brasileiros sem problemas . Deveriam bloquear os depósitos também.

So far they have canceled my pending withdrawal and keep telling me that my account is being verified. My account was already verified.

Até o momento cancelaram o meu saque que estava pendente, e ficam informando que minha conta está em verificação .Minha conta já estava verificada .

Good afternoon,

Yes, I understand your confusion, but the system does not allow us to close everything for Brazil at once. At the moment, your withdrawal is being processed and will be completed soon. I am glad that I could help.

Good afternoon, I've been in touch, my withdrawal is still pending and the attendants keep saying that my account is being checked. It's been a week and nothing.

Boa tarde entro em contato , meu saque continua pendente e os atendentes continuam falando que minha conta está em verificação . Já vamos para 1 semana e nada .

after a week of waiting for the withdrawal. Now all they have to do is not pay. It's hard.

depois de 1 semana esperando o saque . Agora só faltam tb não pagarem . Tá difícil.

Thanks to both parties for your replies and explanations.

Dear nyquemarques,

Have you canceled your payout and requested another one following the support's suggestion?

Could you please explain when this happened?

Yes . 17th . I canceled and requested another withdrawal through astropay and it's still pending and they say I requested the withdrawal on the 17th . I requested it because they told me to cancel and request it. I've been here since 09/06. Today, the 19th, nothing yet.

Sim . Dia 17 . Cancelei e solicitei outro saque através do astropay e continua pendente e eles falam que eu solicitei o saque dia 17 . Solicitei pq mandaram eu cancelar e solicitar. Estou desde do dia 09/06. Hoje dia 19 até o momento nada ainda .

On the 20th the 3 working days were up and no payment. I contacted them and they said it was overdue and that they had no deadline to pay me.

Dia 20 acabaram os 3 dias úteis e nada do meu pagamento. Entrei em contato informaram que está em atraso e sem prazo para me pagarem .

And cancel my withdrawal again and make it with other data. Casino guru I need you, it's tiring. My astropay details and the attendant's conversation

E cancelar novamente o meu saque e fazer com outros dados. Casino guru preciso de vcs tá cansativo. Meus dados do astropay e a conversa do atendente

Good afternoon, I am already looking into this situation because I understand your concerns.

Sixth attempt

Sexta tentativa

Good afternoon,

When checking, I found that the withdrawal was completed successfully.

After 6 attempts. 15 days of waiting. I managed to make a withdrawal. I had to get a digital wallet. I had to pay a fee to receive the amount, because they didn't want to pay in the same way as the deposit. A lot of anguish. Good luck to the players.

Depois de 6 tentativas. 15 dias de espera . Consegui um saque . Tive que arrumar uma carteira digital. Pagar taxa para receber o valor, porque não queriam pagar pela a mesma forma que foi feito o depósito. Muita angústia. Boa sorte aos jogadores.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear nyquemarques,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas