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

From the first time I deposited money, I made a profit of 340,000 Chilean pesos. I couldn't make the withdrawal, and money was consumed because I kept playing until I tried to withdraw 290,000 pesos, which is the amount I'm waiting for. The problem is this: every time I try to upload my authentication information to the portal, it's rejected. This includes a selfie, a photo of my ID card, and proof of the initial deposit to the casino, which was 20,000 pesos. The casino doesn't allow me to communicate with a real person; they only use chatbots, and I need a prompt response or a way to submit a request directly to the casino. The issue is that deadlines are running out, and there's always a new obstacle preventing me from making the withdrawal. The last withdrawal request was made on April 1st, but according to Casino Guru, this means I have to wait even longer. I'd like to know if this deposit will be processed or if it's unlikely to happen so I don't waste any more time.

Desde la primera vez que ingresé dinero tuve una ganancia de 340,000 chilenos no pude generar el retiro y se consumió dinero ya que seguí jugando hasta intentar retirar 290,000 que es el monto que estoy esperando. el problema es el siguiente cada vez que intento subir la información de autentificación al portal está es rechazada. fotografía con selfie, fotografía de la cédula de identidad y el pago o depósito inicial al casino que fue de $20,000. Entonces el casino no me permite la opción de comunicarme con una persona real ya que solo utiliza chat bots y necesito una respuesta pronta o la manera de elevar una solicitud al casino de manera directa el tema es que se agotan los plazos y siempre hay un nuevo impedimento para poder hacer el retiro ahora la última solicitud de retiro fue realizada el primero de abril pero para casino gurú significa que debo esperar más tiempo aún me gustaría saber si ese depósito se va a realizar o es difícil de que se haga Para no perder más tiempo

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Dear Isaac.37,

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 Isaac.37,

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.

Dear [Name], good afternoon. I haven't received any answers because I've tried every possible way to upload the documents using different camera settings and resolutions, but they keep rejecting them and postponing the deadline. I've truly lost hope of finding a solution. I'd like to know if there's a way to send the photos directly to you so you can verify that what I'm sending is correct.

Estimada , buenas tardes, no tengo respuestas por qué he intentado de todas las maneras posibles subir la documentación con distintos tipos de cámaras fotografías resolución y nunca hay una respuesta por parte de ellos ya que rechazan los documentos una y otra vez aplazando nuevamente el periodo realmente perdí la esperanza sobre encontrar una solución al respecto me gustaría saber si es que existe la manera de enviar directamente la fotografía a ustedes y que puedan comprobar que realmente lo que estoy enviando es lo correcto

Dear Isaac.37, 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

Good morning Karla, I have sent all the information and answers to the email address provided.

Buen día Karla, he enviado toda la información y respuestas al correo señalado

Dear Isaac.37,

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, Lucia, (lucia.s@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

Hello Isaac.37,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Awintura Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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,

To successfully complete the verification process and proceed with the withdrawal of funds, you need to provide the missing documents:

Bank statement for transaction ID: 5028108 (bank transfer) isaac.camp*****@gmail.com

Bank screenshot for transaction ID: 5028108 (bank transfer) isaac.camp*****@gmail.com

This is the transaction of your single deposit in the amount of 20,000 CLP.

The issue is that the user has not provided all the required documents. Of the two necessary documents, only the transaction screenshot has been submitted; however, the sender’s name is not visible in it. This could be resolved by submitting a receipt or bank statement, where all the required information is usually clearly shown.

I have re-uploaded the file. This transfer was made through Mercado Pago, where the sender's name is not displayed anywhere, but the transfer link or code is provided so you can verify all the bank account information. Additionally, the transfer was made via Webpay through your intermediary, Kushki. I have also attached proof of payment to an email sent to Ms. Lucía to verify the information.

Clearly I'll have to wait another week...

He vuelto a subir archivo nuevamente, esta transferencia se hizo desde mercado pago donde no se muestra en ningún lado el nombre del remitente pero va el link de transferencia o código de transferencia dónde pueden corroborar toda la información de la cuenta bancaria, además la transferencia se hizo por webpay a través del intermediario que ustedes utilizan que es kushki además adjunto comprobante en correo electrónico a la señorita Lucía para corroborar la información.

claramente tendré que esperar otra semana más...

Dear parties,

thank you both for updating us on the matter.

Dear Awintura Casino Team,

Could you please let us know if the submitted documents are sufficient to complete the verification process, or if there is anything further required from the player's side? Thank you in advance for your assistance.