Awintura Casino - La retirada del jugador se ha retrasado.

Good afternoon, I've been trying to validate my account for weeks so I can withdraw approximately 3,000,000 in real-money winnings from AWINTURA.

I passed all the verification processes for selfies, ID, and deposit slips, but they rejected my BANK STATEMENT (they request that the statement have my name, account number, and be less than a year old).

However, they asked me to go to the bank to request a new statement that had my email updated (the same as the Awintura account) since they wouldn't accept my second alternate email.

I did it, the bank gave me the statement and now they require that the deposit be reflected in the statement (a requirement that is not stipulated anywhere in the conditions)

Ultimately, they reject all the documents the bank gives me. They don't want to release the funds. I chat with them every day, and they give me the same response: "The responsible department will contact me by email."

awintura account ID: [hidden by Casino Guru]

Buenas tardes, llevo semanas intentando validar la cuenta para poder hacer un retiro de 3.000.000 aprox. de ganancias en dinero real en AWINTURA.

Pase todos los procesos de verificación de selfies, cedula, comprobante de deposito, pero, me rechazan la CARTOLA DE BANCO (se solicita que la cartola tenga mi nombre, numero de cuenta y que sea con una antiguedad menor a un año).

No obstante, me pidieron que tenia que ir al banco a solicitar una nueva cartola que tuviera mi correo actualizado (al mismo de la cuenta awintura) ya que no aceptaban mi segundo correo alternativo.

Lo hice, el banco me lo dio la cartola y ahora exigen que se tiene que ver reflejado el deposito en la cartola (requisito que no esta estipulado en ninguna parte de las condiciones)

En definitiva me rechazan todos los documentos que me da el banco, no quieren liberar los fondos, hablo todos los dias por el chat y me dan la misma respuesta "que el area encargada se comunicara conmigo por correo".

ID cuenta awintura: [hidden by Casino Guru]

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, may I kindly ask you a few clarifying questions:

• When exactly did you deposit money into this casino? Have you made just one deposit or several different deposits?
• Please note that the casino must verify your deposits before processing your withdrawal. Which payment method did you use to deposit funds?
• Do you have a statement from this payment method showing the deposit you made?
• Have all your other documents been successfully verified during the KYC process?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

On Friday, July 4th, I started requesting withdrawals and validation requests, but in the end, what I feared happened: I played my entire balance twice, and each time it was down to $0, I just got the email to verify it. I mean, they expect you to lose everything before you can validate.

At this point, there's no balance left in the account. Thanks to their bad practices, one becomes desperate, angry, and ultimately downplays the amounts. Now all I have to do is wait for the cashouts and see if I can recover anything.

El viernes 4 de julio comence a solicitar retiros y solicitudes de validación, pero al final paso lo que me temía, dos veces jugue el saldo completo y cada vez que quedaba en $0 me llagaba recien el correo para verificar, osea, esperan que uno pierda todo para recién validar.

En este momento ya no queda saldo en la cuenta, gracias a sus malas practicas uno entra en desesperación, rabia, y al final relativizando los montos. Ahora solo me queda esperar los cashout y ver si recupero algo.

Thank you for your updates and for sharing the details of your experience.

We understand how frustrating this situation must have been for you. Unfortunately, since your account balance has already been lost due to further gameplay, there are no funds left for withdrawal, and we can no longer assist with recovering the winnings. Our ability to intervene is limited to cases where the player’s funds are still available and the casino’s withdrawal or verification process can be disputed.

As there is no balance left in the account to recover, we will have to close this complaint.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team