Awintura Casino - O jogador acredita que o seu pagamento foi atrasado.

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Dear Tecni,

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 Tecni,

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.

They've been verifying my documents for three or four days now... I uploaded all my documents. But I've actually been trying to withdraw my funds since June 7th. It's unbelievable.

Hace tres o cuatro días que están verificando.. subi todos mis documentos. Pero en realidad hace desde el 7/6 que estoy intentando retirar mis fondos. Es increíble

Dear Tecni, 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

I haven't made any successful withdrawals yet because I've been waiting for KYC approval for six days. The wait is outrageous. I've been trying to withdraw my money (not from bonuses or sports betting) since June 7th. After my initial withdrawal request, they made me wait about ten days and then sent me an email requesting KYC verification. I completed it and am still waiting for approval. It still shows as "under review." This wait is excessive.

Aún no eh realizado ningún retiro exitoso porque hace 6 días que estoy esperando la aprobación del kyc. Ya me parece un abuso la espera. Hace del día 7/6 que quiero retirar mi dinero( no es jugado con bonos, no es apuesta deportiva) luego de que solicite el retiro la primer vez me hicieron esperar unos diez días y me llegó un correo solicitando el kyc. Lo realicé y sigo esperando la aprobación. Aún me aparece bajo revisión. Ya me parece demasiado la espera

ear Ardnas72,

Thank you very much for your update. I am glad to hear that the casino has started processing your withdrawals.

Could you please let me know how much the casino has already paid out to you in total? This information will help me better understand the current status of your case and keep the complaint updated accurately.

Additionally, you mentioned that you would send me the emails separately. Unfortunately, I have carefully checked my inbox, but I was unable to locate any email from you. Could you please let me know which email address you used to send the documents?

If you have not sent them yet, I would greatly appreciate it if you could send me:

• screenshots of your currently pending withdrawals,
• a screenshot showing the current status of your KYC verification (if available),
• and any communication you have had with the casino regarding your withdrawals.

You can send them to karla.m@casino.guru or attach them directly to this complaint thread.

Thank you very much for your cooperation. I look forward to your reply.

Karla

My account has been successfully verified. I emailed you the details of the failed withdrawals. They actually made me wait over ten days and then rejected them. They rejected them when I requested them through Mercado Pago and AstroPay. They told me to withdraw them in cryptocurrency, which I also tried and was rejected. Now I've requested them again through Mercado Pago. I'm waiting. The problem is they make me wait 15 days and then reject them due to technical problems (according to them). I'm fed up. Is there anything I can do? Or not?

Ya han verificado mi cuenta exitosamente. Te envié al correo los retiros fallidos. En realidad me hicieron esperar más de diez días y luego me los rechazan. Me los rechazaron cuando solicite por mercado pago, por astro PAY, me dicen que los retire en criptomonedas y también lo intente y me los rechazaron. Ahora los volví a solicitar por mercado pago. Estoy a la espera. El problema es que me hacen esperar 15 días y después me los rechazan por problemas técnicos ( según ellos ) ya me cansaron. Se puede hacer algo? O no?

Dear Tecni,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Maria, (maria.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Tecni,

It’s nice to e-meet you. My name is Maria, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Awintura Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Awintura Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Maria

Beyond the significant delays in withdrawals, I demand that they not be rejected, because I have to reapply and wait the entire processing time again. Frankly, I've been dealing with this for a month now. They made me wait the required time, then canceled them due to technical problems, and asked me to reapply, making me wait again all the time.

Más allá de la gran demora en los retiros. Exijo que no se me rechacen, porque tengo que volver a solicitarlos y volver a esperar el tiempo reglamentario de ellos. Sinceramente hace un mes que vengo renegando con esto. Me hicieron esperar el tiempo reglamentado y luego me los cancelaron por problemas técnicos y me pidieron que los vuelva a solicitar y me hacen esperar todo el tiempo nuevamente

Good afternoon,

We have indeed identified issues with your selected payment method. I have forwarded your case to our Finance Department for further investigation, so I kindly ask you to wait while we look into the matter.

However, I can also see that one withdrawal request for 1,000,000 ARS is already being processed. This request was submitted on 8 July 2026 and should be credited to your bank account within 5 business days, meaning no later than 15 July 2026, inclusive.

I've been waiting for over 20 days. The requests are "processed," and then they cancel them when the time is up. Honestly, it's exhausting. I don't know what else to do. They've rejected my withdrawals via cryptocurrency, Mercado Pago, and AstroPay. I don't know which method to use anymore. Are they even going to pay me? Because it's exhausting to keep complaining; you're keeping my money.

Es que llevo esperando más de 20 días. Las solicitudes están en proceso y cuando se cumple el tiempo las cancelan. Sinceramente es agotador. Ya no se más que hacer. Me han rechazado retiros por criptomonedas, mercado pago, astropay, ya no se por cual método retirar? Me van a pagar? Porque es desgastante seguir renegando, ustedes están quedandose con mi dinero

Dear Awintura Casino,

Thank you for your response.

Could you please provide an update from your Finance Department regarding the player's remaining withdrawal?

We also noticed that several payment methods have reportedly encountered technical issues. Could you kindly clarify the reason for these issues and advise which payment method you would currently recommend to the player to ensure the remaining withdrawals can be processed successfully?

Dear Tecni,

We hope you are doing well.

Could you please let us know if there have been any updates regarding the payment expected by 15 July? Additionally, could you confirm which payment method you used for this withdrawal and whether you currently have any other pending withdrawals?

Thank you for your patience and cooperation. We look forward to your update.

The payment method I'm using is Mercado Pago. All my withdrawals through this service have been rejected, except for one that's still being processed and will probably be rejected soon. It'll be rejected on the day of payment. As always. I don't know what else to do.

El método utilizado es mercado pago. Me rechazaron todos los retiros por este medio, excepto uno que aún está en proceso y seguramente ya me lo rechazarán. El día del cobro me lo rechazarán. Cómo siempre. Ya no se más que hacer.

Dear Tecni,

If there have been any updates regarding your payment, which was due to arrive on 15 July, please let us know. We would appreciate it if you could share any relevant information with us.

Dear Tecni,

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.

They still owe me money.

Aún tienen saldo por pagarme

Dear Awintura Casino,

It appears that the player has not yet received their withdrawal payment. Could you please clarify the reason for the delay and confirm whether the payment scheduled for July 15 was processed, as previously indicated?

If it has not been processed, we would appreciate a brief explanation and an updated timeframe for when the player can expect to receive the funds.

Thank you in advance for your cooperation and your prompt response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon,

Over the past month, the user has successfully withdrawn more than 2,200,000 ARS in total. The last payment was processed on July 30. Since then, the user has had no funds remaining in their balance, and the account has been blocked.

The issue has been resolved.

Thank you for your response, Awintura Casino.

Dear Tecni,

The casino has stated that your payment has been successfully processed. Could you please provide us with any information or updates regarding this matter? I will keep this complaint open until we receive your confirmation that the withdrawal has been successfully completed.

Dear Tecni,

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,
Maria
Casino.Guru