Awintura Casino - Se ha retrasado el pago de las ganancias del jugador.

The casino isn't giving me any concrete answers. My withdrawals have been processed for over a week. They're asking for KYC, which has already been submitted. They've supposedly been validating a photo for a week now. The chats are almost automated, and I haven't received a single withdrawal. The winnings were all from my own funds, without any bonuses or anything. The withdrawals were processed with crypto, using the same method I used to deposit.

El cacino no me da respuestas concretas tengo mis retiros cargados hace más de una semana. Me piden kyc ya está todo enviado.. hace una semana que están supuestamente validando una foto.. los chat son casi automáticos y no recibí ni un retiro.. las ganancias fueron sin bonos ni nada .. todas peoviententes de fondos propios.. los retiros cargados con crypto el mismo método que utilice para depositar..

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Dear Lauapetro,

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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Lauapetro,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, sorry for the delay... still nothing, they've been waiting more than 48 hours, asking for a specific photo, then another, and another, and so on! It's been two weeks since they started giving me the runaround and haven't approved my refunds or the KYC... even though the documentation is perfectly clear

hola , perdón la demora.. aún nada esperan más de 48 horas me piden una foto específica, luego me piden otra y otra y así ! Hace 2 semanas que me tienen a las vueltas y no me aprueban los reintegros ni el kyc m.. aunque la ducmentacion es más que clara

Dear Lauapetro, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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 very much in advance for your reply.

Karla

Dear Lauapetro,

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,
Karla
Casino.Guru