Awintura Casino - La cuenta del jugador se ha cerrado inesperadamente.

I've had an account at this casino for about two years

And after regulation in Brazil

Many of the casinos I used to play at didn't open their sites anymore or said that it was forbidden to play in my region.

The awintura platform sent me promotions by e-mail and on Google.

So I started playing again, so far so good

I kept depositing and playing, sometimes I lost, sometimes I won, but the withdrawals were always right.

Until I won 27,000 reais playing with my real balance, I asked for a withdrawal

And it was rejected on the grounds that I had to verify the account, something I'd probably already done, and the process took a long time because they always refused the receipts.

Until I managed to resolve the situation in the chat and made the withdrawal request

And the withdrawal didn't come until I ended up playing some more and lost 5 thousand.

So I placed an order for 22,000 Reals and waited for it.

And yesterday, to my surprise, my account was banned

I called the chat and they said I was banned because I'm from Brazil and the platform doesn't have a license in Brazil.

I questioned several factors and the chat then began to treat me with indifference and even closed the chat without me asking.

Total disappointment, and huge frustration because it's my money that I earned and I really need that money and the platform just took it for itself this is a crime ,

Tenho conta nesse casino a uns 2 anos

E após regulamentação no Brasil

Muitos casinos que eu jogava o site não estava abrindo mais ou aparecia que era proibido jogar da minha região

A plataforma awintura me mandou promoções no e-mail e no Google

Então voltei a jogar até aí tudo bem

Fui depositando e jogando as vezes perdia as vezes ganhava mas os saques sempre certos

Até que ganhei 27 mil reais jogando com meu saldo real, pedi o saque

E foi rejeitado alegando que eu tinha que verificar a conta algo que provavelmente eu já teria feito nesse processo demorou pq sempre recusavam os comprovantes

Até que consegui resolver essa situação no chat e fiz o pedido de levantamento

E não chevaga a retirada até q acabei jogando mais um pouco e perdi 5 mil

Então fiz o pedido de 22 mil reais e fiquei no aguardo

E ontem por minha surpresa minha conta foi banida

Chamei o chat e falaram que fui banido por ser do Brasil e a plataforma está sem licença no Brasil

Questionei vários fatores e o chat Então começou a me tratar com indiferença e ainda fecharam o chat sem eu pedir

Decepção total, e frustração enorme pq é um dinheiro meu que eu conquistei e preciso muito desse dinheiro e a plataforma simplesmente pegou pra ela isso é um crime ,

Dear soaresluiseduardo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Awintura Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When did you restart playing in this online casino after taking a break? When exactly did you find out your account is blocked? (date)
• Have you passed account verification in the casino? Were you asked to submit any documents recently or in the past?
• Have you used a VPN service to alter your location?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share your communication with support where they explained the reason for the account block and the winnings confiscation?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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

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

Stay cautious and contact us directly if you have any doubts.

Hello everyone,

We ceased operations in Brazil due to changes in the country's legislation starting in January 2025. Many Brazilian users experienced failed deposits as the platform automatically rejected them. At the time of the account block, you had 22289.37 BRL.

Clause 4.5 of the site's terms and conditions states: "For legal reasons, we do not accept customers based in the following countries: Afghanistan, American Samoa, Australia, Austria, Belgium, Brazil, Cuba, Curacao, Czech Republic, Denmark, Ethiopia, France, Germany, Guyana, Iran, Iraq, Israel, Italy, Kazakhstan, Laos, Malta, Netherlands, North Korea, Russia, Saudi Arabia, Singapore, Spain, Sri Lanka, Switzerland, Syria, Trinidad and Tobago, Turkey, Uganda, Ukraine, United Kingdom, United States, Vanuatu, Venezuela, Yemen. Persons residing or located on the territory of these countries are prohibited from creating accounts or making deposits on the Website. This list of jurisdictions is liable to change and any such changes may be made by the Company without prior notification to customers. The customer agrees that they will not create an account or transfer money to an account while they are in one of the jurisdictions listed above."

All accounts registered before this point were aware of these changes. I will inquire why it was possible for you to make deposits. However, in any case, you must understand that further membership on our site is not possible. Nevertheless, I will clarify the information and get back to you with a decision regarding your withdrawal soon.

Best regards,

Awintura Casino

I'm waiting

I really need this withdrawal

Wow, I was so disappointed and had an inexplicable feeling of sadness.

I suffered so much to get it, I spent many hours at night playing, I dedicated myself to this casino.

And to be banned out of the blue and not receive the money is very frustrating and too much of a loss for me, a humble person. This amount is very much missed by me and my family

I hope the Awintura platform solves my problem. I know it's a big company and can solve this problem.

I'm traumatized at the moment

Estou no aguardo

Esse saque estou precisando muito mesmo

Nossa fiquei tão decepcionado e com um sentimento inexplicável de tristeza.

Sofri tanto pra conseguir passei madrugada jogando muitas horas eu me dediquei nesse casino .

E do nada ser banido e não receber o dinheiro é muito frustrante e prejuízo demais pra mim que sou uma pessoa humilde. Esse valor está fazendo muita falta pra mim e pra minha família

Espero que a plataforma Awintura resolva o meu problema. Sei que é uma empresa grande e pode resolver essa pendência.

Estou traumatizado até o momento

Thanks to both parties for your replies, explanation, and submitted information.

Dear Awintura Casino Representative,

Please let us know the conclusions of your investigation into the matter and your decision to withhold or return the winnings to the player.

Looking forward to your reply.

I forgot to report it, but I've leveled up in the casino, reached a high level and unlocked benefits

I took part in tournaments

It was the casino I played at the most

And I had a lot of confidence in the platform

The platform should be aware of all my time and money invested in it.

Nothing could be fairer than me receiving my winnings

Eu esqueci de relatar mas subi de nível no casino cheguei a um patamar alto e desbloqueio de benefícios

Participei de torneios

Era o Casino que eu mais jogava atualmente

E tinha muita confiança na plataforma

A plataforma deve ter ciência de todo meu tempo e dinheiro investidos nela .

Nada mais justo que eu receber os meus ganhos

Hello everyone,

Don't worry, I am actively working on your problem and I understand your feelings. I promise to come with a solution in the next 3 days. This is not usual case for us, so I'm trying to do all the best!

Best regards,

Awintura Casino

Hello everyone,

I am back with an answer. Due to the current situation, we can unblock your account and credit your balance with the amount of all your deposits, namely R$3,916. This is fair and in accordance with our rules. I am awaiting your response to initiate this procedure.

Hello, I think it would still be fair for me to get the full amount of my earnings.

You don't know how much I miss this money, I'm humble and I have a family to support and this money would be mostly to help the family.

We could then at least reach a value of 10,000 reais, I think that would be a little fairer than the deposits I've already made.

Not to mention my psychologist who has been shaken up since the day of the ban

I was traumatized by this withholding of money that would have made a big difference in my life. I look forward to a solution that is a little more fair.

Thank you

Olá acho que o justo ainda seria eu ter o valor integral dos ganhos que eu tive

Você não sabe a falta que está me fazendo esse dinheiro ,sou humilde e tenho família pra sustentar e esse dinheiro seria a maioria pra ajudar a família

Poderíamos então pelo menos chegar a um valor de 10 mil reais acho q seria um pouco mais justo que os depósitos que já fiz.

Sem contar no meu psicólogo que está super abalado desde o dia do banimento

Fiquei traumatizado com essa retenção do dinheiro que faria muita diferença na minha vida . Fico no aguardo de uma solução um pouco mais de justiça .

Agradeço

Thanks to both parties for your responses.

I will now transfer your complaint to my colleague Michal (michal.k@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 everyone,

I am sorry to hear about such a situation, however this is the only offer we have. This is your real money, moreover, you have already withdrawn from the site earlier almost the amount of your deposits R$3,242, so I await your response and we will be able to complete this process as soon as possible.

Best regards,

Awintura Casino

But then I withdrew less than the deposits so I had a loss I think the casino could be a little fairer with me, not to mention that using bonuses many times I ended up with a balance well above what I could withdraw giving profit to the casino. I'm going to accept because if I don't I won't have any value.

And as I've already said, I really need the money and I've had this problem for over 20 days and I need to solve it.

Mas então saquei menos que os depósitos logo tive prejuízo acho que o casino poderia ser um pouco mais justo comigo , sem contar que usando bonus muitas vezes terminei com saldo bem acima do que poderia sacar dando lucro pro casino. Vou aceitar pelo fato de que se eu não aceitar não terei nenhum valor

E como já falei estou precisando muito do dinheiro e já estou a mais de 20 dias com esse problema e preciso resolver

Dear All,

I'm Michal, and I have taken over moderating this case. I have reviewed all the responses, and here is my take on the situation.

In general, we at Casino Guru hold the view that when a player can access a casino's website without the need for a VPN or similar software, register a single account at the casino, provide all authentic and accurate information in their casino account profile, deposit funds through payment methods registered in their name, win in accordance with the standard rules, and successfully complete the KYC and/or AML process, we find no legitimate reason for withholding their winnings. On the other hand, despite our advocacy for any restriction in regard to restricted countries, bonuses, games, etc, should be implemented at the software level to minimise situations like this, it still remains the duty of every player to read, familiarise and follow every casino's terms and conditions. If players from a certain jurisdiction are not allowed to have an account in a certain casino anymore, despite being able to create an account and play, this should not be considered an invitation.

In the vast majority of online casinos, the player details, gameplay, and other information related to KYC and/or AML are checked only once there is a withdrawal request submitted, so it is, in most situations, only at this point that any discrepancies are discovered. So there seem to be some valid points on both sides.

Dear Awintura Casino Team,

As you mention: "All accounts registered before this point were aware of these changes. I will inquire why it was possible for you to make deposits."

Could you kindly provide me with any evidence regarding how and when the player was notified about the changes? Was communication conducted via email, SMS, an in-account message, or any other channel? Additionally, could you share any information on why the player was permitted to make a deposit when, theoretically, they should no longer have been able to do so?

If there are any other factors influencing the situation that cannot be shared publicly, please share them with me directly at michal.k@casino.guru

Hello everyone,

Due to changes in Brazilian legislation, changes were made to the site rules, paragraph 4.5. And we made notification push on website. Due to the fact that at that time many players had active balances, they were not blocked so that there was an opportunity to withdraw money or play. Since there were a lot of players from Brazil, it was not possible to track everyone, and you said it right, that this situation was discovered after the withdrawal request was submitted. When checking several other players from Brazil, I noticed that the system automatically did not allow them to make a deposit, but in this situation, for some reason, it failed. In this regard, the player was offered to refund all his deposits, which together with his withdrawals exceeds the amount of deposits by almost 2 times.

At the time of the changes in legislation, we immediately closed the possibility for new players to register on the site.

Best regards,

Awintura Casino

I disagree, I didn't have a balance on the platform

I received bonus offers with deposit and made several withdrawals on the platform this year without knowing that I could not play on it I was only banned and my winnings withheld after a significant amount

I ask you to send the casino guru all my withdrawals and deposits from this year

I'm still receiving offers as of the moment I'm writing this I'm receiving offers from awintura

And anyone from Brazil who opens an account at awintura today can open it and there is no notification or blockage and the platform accepts pix payment which is exclusive to Brazil .I honestly if I had known I couldn't play I wouldn't have played. If it had been discovered that I was from Brazil when I made the withdrawal request, I should have been banned a long time ago.

Discordo eu não tinha saldo na plataforma

Recebi ofertas de bônus com depósito e efetuei vários saques na plataforma esse ano sem saber que não poderia jogar nela Só fui banido e com os ganhos retidos após um valor significativo

Peço que mande ao casino guru todos meus saques e depósitos desse ano

Eu recebo ofertas ainda até o exato momento que estou escrevendo estou recebendo ofertas da awintura

E qualquer pessoa do Brasil que for abrir uma conta na awintura hoje consegue abrir e não tem notificação ou bloqueio e a plataforma aceita o pagamento pix que é exclusivo do Brasil .eu sinceramente se soubesse que não poderia jogar não teria jogado. Se fosse descoberto que eu era do brasil no pedido saque já deveria ter sido banido a bem mais tempo,digo novamente fiz inúmeros

Hello,

It is very strange that you claim that you did not know that you cannot play, although above you wrote that you knew about the changes in the legislation. I specifically clarified the information about this, and I was told that users from Brazil cannot create a new account, some accounts are available only to those who registered them before December 2024. Also in December, changes were made to changes to the site rules, Brazil was added to the list of prohibited countries. I also checked with the CRM department and they assured me that notifications had come that we no longer work in Brazil.

It was strange that I wasn't warned

Other casinos sent me emails telling me that they would no longer be available in Brazil, so I could withdraw the funds I had.

I have no idea how many casinos there are and which are banned or not

But I was notified at a few and never made a deposit again and the sites don't even work.

But on your site I received promotions by email and through Google Chrome in the notifications on the screen.

And as I've already said, I've made several deposits and withdrawals this year and everything is registered in my account.

They should have warned me or banned me earlier.

Since every deposit I make the receipts already show that I'm from Brazil, my profile is also there.

Strangely enough, I was banned when I won a sum that for me is high.

For example, I've made withdrawals of 700 reais, 1000 reais and smaller amounts this year.

And I wasn't notified or banned

I would never have played if I had known it was forbidden and that I would have had winnings that are already extremely difficult to earn.

Look how many levels I climbed in the casino as I played and took part in tournaments

Then, after I'd managed to get a balance that could help me in life for the first time, I was hit with this balance retention scam.

Estranho foi eu não ser avisado

Outros casinos me mandaram email avisando que não estariam mais disponíveis no Brasil , pra sacar os fundos que tinha.

Eu não faço ideia da quantidade de casinos que existem e quais são proibidas ou não

Mas fui notificado em algumas e nunca mais fiz depósito e os sites nem funcionam .

Mas o de vcs eu recebia promoções por email e pelo Google Chrome nas notificações da tela

E como já falei fiz vários depósitos e saques este ano tá tudo registrado na conta

Deveriam me avisar ou me banir bem antes

Uma que todo depósito que faço os comprovantes já mostram que sou do Brasil , Meu perfil também tá tudo lá

Estranhamente eu fui banido quando ganhei um valor que pra mim é alto

Exemplo fiz saques de 700 reais, de 1000 reais e de valores menores esse ano

E não fui notificado nem banido

Jamais eu jogaria se soubesse que era proibido e que teria os ganhos que já são extremamente difíceis de ganhar.

Olha quantos níveis eu fui subindo no casino de tanto que eu estava jogando e participando de torneios

Pra depois que consegui pela primeira vez um saldo que poderia me ajudar na vida tomar esse golpe de retenção de saldo

Thank you all for your responses.

Dear soaresluiseduardo,

While I concur with your perspective that the casino could have better communicated the alterations to their rules through various channels or exhibited greater transparency, it is crucial to emphasize that these modifications were necessitated by changes in Brazilian legislation. This was a legal requirement, rather than a unilateral decision made by the casino. As indicated by the casino team, there was a notification push on the website. Additionally, as you even mentioned, you were already well aware of these legislative changes in Brazil.

As I previously stated, although we strongly support the implementation of any restrictions concerning restricted countries, bonuses, games, etc., at the software level to reduce occurrences like this, different casinos utilize various software platforms. Consequently, there is currently no standardized process across the industry in this regard. Most importantly, it remains the responsibility of each player to read, understand, and adhere to the terms and conditions of each casino. If players from a specific jurisdiction are prohibited from maintaining an account at a particular casino, despite having been able to create an account and play, this should not be interpreted as an invitation. Furthermore, even if you have received marketing materials from the casino, this does not automatically grant you the right to play at that casino. The rules take precedence.

In the vast majority of online casinos, player details, gameplay, and other information related to KYC and/or AML are only verified upon the submission of a withdrawal request that surpasses a certain threshold. Therefore, it is typically at this juncture that any discrepancies are identified.

In response to your statement: "I honestly if I had known I couldn't play I wouldn't have played."

Well, have you read the casino's terms and conditions? Have you not noticed that Brazil is clearly listed within the restricted countries?

Unawareness or "ignorance" of the casino rules is sadly not a valid justification.

Considering all the circumstances, the most suitable course of action seems to be the return of your deposits, as, regrettably, you are not entitled to the winnings.

I recognize that this is not the response you were hoping for, but the casino team has acted in accordance with their rules, which you accepted when you registered your account and claimed the bonus.

I hope this clarifies the situation. Please let me know if I can assist you with anything else.

Dear Awintura Casino,

Please let us know how and when the player's deposit will be returned.

Good day to all,

Due to the decision taken, the account was unblocked and also the amount of all deposits for all time was credited to the balance, namely R$3,916. The user can issue a withdrawal of funds, after a successful withdrawal - the account will be blocked.

Best regards,

Awintura Casino

Dear soaresluiseduardo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear soaresluiseduardo,

Could you please confirm whether you have successfully withdrawn the amount of R$3,916, as permitted by the casino team?

Dear soaresluiseduardo,

Although the matter seems to have been clarified, we have yet to receive confirmation from your side regarding whether the issue has been resolved or if you require further assistance. Given the circumstances and your lack of responsiveness, we regrettably have no choice but to proceed with closing this complaint as rejected.

We sincerely appreciate the cooperation of the casino team throughout this process.

Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to contact us—we’ll be happy to assist in any way we can.

Best regards,

Michal

Casino Guru