Awintura Casino - Se cancela la verificación del jugador, lo que provoca retrasos en los retiros.

Good afternoon,

Through this letter, I wish to formally register my complaint against Casino Awintura.

My account was already properly verified, a fact that was confirmed via email. Subsequently, I submitted a withdrawal request, which was canceled because my information was incorrect. However, after contacting the support team, I was informed that my information was correct and was asked to submit the withdrawal request again.

To my surprise, my account verification was subsequently cancelled, even though it had already been approved. I am now being required to re-upload all my documentation, which is inconsistent and unjustified.

I hope a representative can clarify this situation, as it's unclear what kind of additional validation is required. I've uploaded the documentation repeatedly—so many times I've lost count—always fulfilling the requested requirements.

This situation generates obvious distrust and gives the impression of a frivolous and irregular procedure. It even leads one to believe that obstacles are being created to prevent the withdrawal of my funds, which amount to $2,000,000.

Kind regards.

Buenas tardes,

Por medio de la presente, deseo dejar constancia de mi reclamo en contra de Casino Awintura.

Mi cuenta ya se encontraba debidamente verificada, situación que fue confirmada oportunamente mediante correo electrónico. Posteriormente, realicé una solicitud de retiro, la cual fue anulada bajo el argumento de que mis datos eran incorrectos. Sin embargo, tras comunicarme con el equipo de soporte, se me indicó que mis datos estaban correctos y se me solicitó ingresar nuevamente la solicitud de retiro.

Para mi sorpresa, posteriormente se anuló la verificación de mi cuenta, pese a que esta ya había sido aprobada con anterioridad. Actualmente, se me exige volver a cargar toda la documentación, lo que resulta inconsistente e injustificado.

Espero que algún representante pueda aclarar esta situación, ya que no se entiende qué tipo de validación adicional requieren. He subido la documentación en reiteradas ocasiones, tantas que ya he perdido la cuenta, cumpliendo siempre con los requisitos solicitados.

Esta situación genera una evidente desconfianza y da la impresión de un procedimiento poco serio e irregular. Incluso, da lugar a pensar que se están generando obstáculos para evitar el retiro de mis fondos, los cuales ascienden a $2.000.000.

Saludos cordiales.

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Stay safe.

Dear Demeberant,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please advise which documents you provided initially?
• Which documents did the casino request recently from you? Have you provided the documents after they were requested of you again?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear Demeberant,

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.

Good day, Tomás,

Unfortunately, the situation not only persists but has worsened. I have repeatedly re-uploaded the requested documentation; my account is verified and then subsequently canceled without a clear explanation. This process has been repeated more than once, forcing me to go through the verification process again each time. Currently, I am even waiting for the same thing to happen again.

It should be noted that the submitted files meet the required quality standards, even exceeding those used on other platforms. Furthermore, bank statements were specifically requested for this validation process, but this has not resulted in a solution.

In my opinion, these actions constitute a repeated practice that hinders or prevents the withdrawal of funds, whether profits or personal money.

It should be noted that this situation is not isolated, as it affects several people in Chile who have deposited and played at this casino.

For reference, I've used other platforms like Jugabet, Betano, 1win, Betsson, and Novibet, where the verification process is done only once, usually in a few minutes, and withdrawals are processed quickly and efficiently, appearing in the bank account within minutes. In contrast, in this case, I've encountered constant obstacles in the verification process, despite having submitted practically customized documentation for this casino—a situation I haven't experienced on any other platform.

Furthermore, internal processes are inefficient and unreliable, offering no guarantees or security to the user. Support service is equally poor, both via chat and email, where responses are practically nonexistent.

Given the above, I have decided to stop using the platform and accept the loss of my money. However, I am currently gathering information from other users in Chile who have experienced similar situations.

My intention is to warn other users to prevent them from facing this same problem.

Kind regards.

Buen día Tomás,

Lamentablemente, la situación no solo persiste, sino que ha empeorado. He vuelto a subir la documentación solicitada en reiteradas ocasiones; mi cuenta es verificada y, posteriormente, anulada sin una justificación clara. Este proceso se ha repetido más de una vez, obligándome a realizar nuevamente la verificación cada vez. Actualmente, incluso estoy a la espera de que vuelva a ocurrir lo mismo.

Cabe destacar que los archivos enviados cumplen con la calidad solicitada, incluso superiores a los utilizados en otras plataformas. Además, los extractos bancarios fueron solicitados específicamente para este proceso de validación, sin que ello haya significado una solución.

A mi parecer, estas acciones constituyen una práctica reiterada que dificulta o impide el retiro de fondos, ya sean ganancias o dinero propio.

Cabe señalar que esta situación no es aislada, ya que afecta a varias personas en Chile que han depositado y jugado en este casino.

Como referencia, he utilizado otras plataformas como Jugabet, Betano, 1win, Betsson y Novibet, donde el proceso de verificación se realiza una sola vez, generalmente en pocos minutos, y los retiros se procesan de manera rápida y eficiente, reflejándose en la cuenta bancaria en cuestión de minutos. En contraste, en este caso solo se generan obstáculos constantes en el proceso de verificación, a pesar de haber enviado documentación prácticamente personalizada para este casino, situación que no me ha ocurrido en ninguna otra plataforma.

Además, los procesos internos resultan deficientes y poco confiables, sin entregar garantías ni seguridad al usuario. El servicio de soporte es igualmente deficiente, tanto a través del chat como por correo electrónico, donde prácticamente no se obtiene respuesta.

Dado lo anterior, he decidido dejar de utilizar la plataforma y asumir la pérdida del dinero. No obstante, actualmente me encuentro recopilando antecedentes de otros usuarios en Chile que han pasado por situaciones similares.

Mi intención es advertir a otros usuarios para evitar que enfrenten este mismo problema.

Saludos cordiales.

Good afternoon,

I am writing to inform you that today, around 03:27 am, I received an email from Awintura casino support requesting that I cancel the withdrawal request for 2,000,000 CLP and make withdrawals in amounts of 100,000 CLP.

I followed the instructions and have already received the first withdrawal of 100,000 CLP. I have also just requested a second withdrawal for the same amount, which I expect will be processed without any problems.

This situation puts me more at ease and helps the casino begin to regain my trust.

For now, I won't withdraw all of my funds, as I've confirmed that withdrawals are possible. I'll keep some to continue playing; I hope to make a profit, and if not, I'll accept the loss.

Kind regards,

Buenas tardes,

Me permito informar que hoy, alrededor de las 03:27 a. m., recibí un correo del soporte del casino Awintura en el que me solicitaron cancelar la solicitud de retiro por 2.000.000 CLP y realizar los retiros en montos de 100.000 CLP.

Seguí las instrucciones indicadas y ya recibí el primer retiro por 100.000 CLP. Además, acabo de solicitar un segundo retiro por el mismo monto, el cual espero se procese sin inconvenientes.

Esta situación me deja más tranquilo y contribuye a que el casino comience a recuperar mi confianza.

Por el momento, no retiraré la totalidad de los fondos, ya que he comprobado que es posible realizar retiros. Mantendré una parte para seguir jugando; espero obtener ganancias y, en caso contrario, asumiré la pérdida.

Saludos cordiales,

Thank you very much for providing these updates.

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments. If further obstacles are coming your way and our intervention is necessary, please share the relevant communication or evidence with me at tomas@casino.guru

Thanks in advance for your cooperation.

Dear Demeberant,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru