Awintura Casino - O pedido de desistência do jogador está atrasado e a verificação é problemática.

Hello,

I deposited at Awintura Casino and managed to generate winnings of up to $1,800,000 (CLP). I requested two withdrawals of $900,000 each. They asked me to verify my account, and at this point, I began to suspect a possible scam, given that the process is extremely more cumbersome than at other casinos. After trying for a whole day, I managed to upload the documents without them being rejected, but the verification process is not progressing. I'm not receiving any response from customer support. There's clearly an intention, which I don't know if it's simply not to pay or to delay the payment as much as possible until the user gets fed up. Please, if you can help me. And, also, warn people not to create an account at this casino. It's by far the worst payout in the industry, and I know it inside and out.

Hola,

Deposite en casino awintura, logre generar ganancias hasta $1.800.000 (CLP). Pedi dos retiros de $900.000. Me pidierom verificar la cuenta, aqui ya empece a sospechar de posible estafa, dado que el proceso es extramadamente mas engorroso que en otros casinos. Logre, despues de intentar un dia completo subir los documentos sin que los rechacen, pero el proceso de verificacion NO avanza. No me dan ningum respuesta de soporte al cliente. Claramente se ve una intencion, que no se si es derechamente de no pagar o de dilatar el pago lo mas posible hasta cansar al usuario. Por favor si me puedeb ayudar. Y, ademas, prevenir a la gente que no se haga cuenta en este casino. Es lejos el peor pagador de la industria y la conozco completa.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear RulayChile, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

Hello,

Please send the following documents:

1. Identity card (both sides).

2. Selfie with my identity card.

3. Screenshot of the deposit made with Mach

4. Cartola de Mach

Mach is a form of payment that they offer specifically, therefore you should be very familiar with Mach's documents.

All documents were accepted by the Awintura interface. But after that, the process stopped progressing.

The chatbot that answered agreed with me and submitted a request for them to review my case, but when I asked for the traceability (ticket number) it stopped responding.

Please, I need your help with this.

Greetings

Hola,

Envie los siguientes documentos:

1. Cedula de Identidad por ambos lados.

2. Selfie con mi cedula de identidad.

3. Pantallazo del deposito realizado con Mach

4. Cartola de Mach

Mach es una forma de pago que ellos ofrecen de forma especifica, por ende deben estar muy familiarizados con los documentos de Mach.

Todos los documentos fueron aceptados por la interfase de Awintura. Pero despues de eso el proceso dejo de avanzar.

El chatbot que atiende, me dio la razon y elevo una solicitud para qie revisen mi caso, pero cuando le pedi la trazabilidad (nro de ticket) dejo de contestar.

Por favor necesito me ayuden con esto.

Saludos

I already answered, do I need to answer again?

Ya respondi, debo responder de nuevo?

This issue remains unresolved. Awintura is not processing the withdrawal and offers no explanation. I've won amounts 100 times greater at other casinos and never encountered a problem like this. It's a terrible gaming experience and I have serious doubts about whether Awintura Casino is a pyramid scheme.

Este tema sigue sin resolucion. Awintura no procesa el retiro y no dan explicaciones. He ganado cantidades 100 veces mayores en otros casinos y nunca un problema como este. Pesima experiencia de juego y muchas dudas sobre si el casino Awintura es estafa piramidal.

Please, I need a response. This complaint has been ignored. The issue remains unresolved.

Por favor necesito me respondan. No han tomado en cuenta este reclamo. El problema sigue abierto.

Another day goes by without Awintura's deposit and without your response. I need you to escalate this issue to the Awintura casino scam.

Otro dia mas, sin que Awintura deposite y sin que uds me contesten. Necesito que eleven el tema al casino-estafa Awintura.

Regarding my case, I'd like to inform you that the KYC verification process was successfully completed at Awintura casino. However, the casino has not yet processed my withdrawal. It's been 9 days since I submitted the withdrawal request and I haven't received a response from them.

Con respecto a mi caso, les comento que el proceso de verificacion KYC se completo de forma satisfactoria en casina Awintura. Sin embargo el casino aun no procesa mi retiro. Ya van 9 dias desde la solicitud de retiro y no tengo respuesta de ellos.

The deadline for responding has passed, what do we do?

Se acabo el plazo de respuesta, que hacemos?

Dear RulayChile, thank you for the update.

Could you please attach a screenshot of your pending withdrawal?

Additionally, have you made any successful withdrawals in this casino before?

Thank you for your patience and cooperation.

Hello, I've attached screenshots of both withdrawal requests. These are the first withdrawals I've made from Awintura. It's important to note that when I first made the withdrawals, the processing time was 3 days, then it was changed to 5 days, and now it's 14 days. I successfully completed KYC verification on January 29th.

Hola, adjunto capturas de pantalla de ambos retiros solicitados. Son los primeros retiros que realizo en Awintura. Importamte destacar que cuando recien realice los retiros, el plazo que aparecia era de 3 dias, luego lo cambiaron a 5 dias y ahora lo han cambiado a 14 dias. El dia 29/Enero complete de forma exitosa la verificaciom KYC

Dear RulayChile, thank you for your response. Do I understand correctly that the withdrawal is still pending, despite completing the verification process?

Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

The withdrawal is still pending even though the verification process is complete. The casino's promise (which changes daily) was to process the withdrawal today.

El retiro sigue pendiente a pesar de que el proceso de verificacion se completo. La promesa del casino (que cambia cada dia), era tener el retiro hoy.

I've attached more screenshots of the conversation with the casino. They offer no explanation.

Les adjunto mas capturas de pantalla de la conversaciomn con el casino. No dan ninguna explicacion.

I keep contacting Awintura every day and they never respond. They tell me my account is undergoing internal verification and they refuse to pay. This is a scam. I'm going to spread the word on all social media that this is a scam.

Sigo contactando todos los dias a Awintura y nunca dan respuesta, me dicen que mi cuenta esta en verificacion interna y no quieren pagar. Esto es una estafa. Voy a expandir por todas las redes que esto es una estafa.

Today, I am told by Awintura support that my account is under indefinite audit.

All I did was deposit, play Pragmatic Play slots (5 Lions Gold, The Ultimate 5 and Buffalo King), as I always do in other casinos and I made winnings (much less than I have made in other casinos).

Hoy, me dicen, del soporte de Awintura, que mi cuenta esta de forma indefinida en auditoria.

Yo lo unico que hice fue depositar, jugar slots de pragmatic play (5 lions gold, the últimate 5 y búfalo king), como lo hago siempre en otros casinos y obtuve ganancias (mucho menores que las que he obtenido en otros casinos).

Dear RulayChile,

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,

Attila

Hello RulayChile,

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

Hi Lucia. Thank you for taking the complaint. I also appreciate Attila's efforts. I'm available if you need anything else.

Hola Lucía. Gracias por tomar la queja. También agradezco a Attila todo el esfuerzo. Quedo atento a cualquier cosa que puedan necesitar.

Hi Lucia, as usual I contacted Awintura support and the answers remain the same, they don't provide any information.

I played on Pragmatic Play slots for a single day, January 26-27, 2026, and won money on the 5 Lions Gold and The Ultimate 5 slots. Since then, they have refused to process my payment. They are probably delaying it because they want me to lose the funds so they don't have to pay me.

Hola Lucia, como todos los días contacte al soporte de Awintura y las respuestas siguen siendo las mismas, no dan informacion.

Yo jugué en maquinas de Pragmatic Play un solo día, el 26 a 27 de enero de 2026 y genere ganancias en las slots: 5 Lions Gold y The Ultimate 5. Desde ese día se niegan a procesar el pago. Probablemente lo demoran porque quieren que pierda los fondos, para no tener que pagarme.

With all the responses I receive every day, it's clear that Casino Awintura has no intention of paying out my legitimate winnings.

The problem is that time keeps passing, there are financial costs associated with the time Awintura has held onto my money, and I'm owed compensation for all the time they've wasted trying to get me to pay them. Therefore, if this isn't resolved soon, the case can't be closed until they release the money they're holding onto.

I'm writing this, Lucia, just so you can see the terrible level of frustration this situation has caused me, which I've never experienced before with any online casino in the more than 15 years I've been playing.

If Awintura is truly a trustworthy casino (which I highly doubt), the reputational damage being done will ultimately and irreparably harm its operations, if they aren't already bankrupt and that's why they're not managing payments.

Con todas las respuestas que recibo todos los días, queda claro que no hay intención, por parte de Casino Awintura de pagar mis legítimas ganancias.

El problema es que sigue pasando el tiempo, hay un gasto financiero asociado al tiempo que Awintura ha secuestrado mi dinero y una compensación económica por todo el tiempo que me han hecho perder en reclamarlos que me paguen. Por ende, si no se soluciona luego, ya no podrá cerrarse el caso son con que me entreguen el dinero que me tienen secuestrado.

Escribo esto Lucia, solo para que puedas ver el terrible nivel de frustración que me ha generado esta situación, que nunca antes experimente con ningún casino online en los ms de 15 años que llevo jugando.

Si Awintura de verdad es un casino confiable (cosa que yo dudo mucho), el daño reputación al que se está haciendo terminara por dañar de forma irremediable su operación, si es que ya no están en la bancarrota y por eso no gestionan los pagos.

Clearly they don't want to pay me my rightful earnings

Claramente no me quieren pagar mis legítimas ganancias

Hello RulayChile,

Thank you for your messages. I truly understand how frustrating and stressful this situation must be for you, especially given your long experience with online casinos. It’s completely natural to feel upset when your winnings are delayed and communication is limited.

At this stage, however, it is important that we allow the casino a reasonable opportunity to respond and clarify their position. Without their official statement or explanation, we are not in a position to determine the next appropriate steps or assess the situation further. Their response is necessary for us to move the case forward in a fair and objective manner.

I kindly ask for your patience while we wait for their reply. As soon as we receive any clarification from the casino, we will carefully review it and decide on the best course of action.

Good afternoon,

I've sent a request to the finance department to expedite the payment. Don't worry, we'll definitely look into it.

Thank you very much, Lucia, for your response.

Regarding Awintura, it's just more of the same "we are reviewing", they've been reviewing for a month now.

Muchas Gracias Lucia por su respuesta.

Con respecto a Awintura, es solo mas de lo mismo "estamos revisando", ya llevan 1 mes revisando.

More of the same. What I urgently need is a deadline for my deposit.

mas de lo mismo. Lo que necesito de forma urgente, es un plazo para mi deposito.

Awintura's website is no longer available. It seems the scam is finally being exposed. This casino should be blacklisted immediately. Damn scammers.

What can be done now?

La página de Awintura dejo de estar disponible. Parece que la estafa ya empieza a salir a luz pública. Deben poner a este casino en la lista negra de inmediato. Malditos estafadores.

Que se puede hacer ahora?

This casino scam was licensed in Curaçao. How can I file a lawsuit there?

Esta estafa de casino tenía su licencia en Curazao. Como se puede poner una demanda allá?

"Manual processes for verifying gaming history." This sounds like a ploy to hide their cash flow problems. How can they not realize that if they don't process withdrawals, no one else will deposit and bankruptcy will be imminent?

"Procesos manuales de verificación de historial de juego". Suenan a artimañas para esconder en problema de flujo de caja qué tienen. Como no se dan cuenta, que si no procesan los retiros, nadie mas depositará y la bancarrota será inminente?

Yesterday I posted my review of Awintura casino (just as I'm doing on all of the casino's social media channels) here on Casino Guru, and you're telling me I have to wait for the complaint to be resolved before publishing it. So Awintura can take all the time in the world. I find this incredibly unfair. This is causing me terrible harm, and it will also seriously damage Awintura casino's already questionable reputation. I'll be posting comments on all of their social media platforms, and online casino YouTubers will soon be covering my case.

Ayer puse mi reseña sobre casino Awintura (tal como lo estoy haciendo en todas las redes sociales del casino) acá en Casino Guru y uds me dicen que hay que esperar a la resolución de la queja para publicarla. O sea Awintura puede tomarse todo el el tiempo del mundo. Lo encuentro tremendamente injusto. Acá hay un daño terrible que me están haciendo a mi y, también, terminara en un grave daño a la ya dudosa reputación del casino Awintura. Por todos sus redes sociales pondré comentarios y próximamente Youtubers de casinos online expondrán mi caso.

The situation remains exactly the same; the casino refuses to pay my legitimate winnings obtained from the Pragmatic Play slots: 5 Lions Gold and The Ultimate 5.

Casino Guru, is it possible to invite Pragmatic Play to join the complaint?

la situación sigue exactamente igual, el casino se niega a pagar mis ganancias legítimas obtenidas en las slots de Pragmatic Play: 5 lions gold y The Ultimate 5.

Casino Guru, es posible invitar a Pragmatic Play a la queja?

Lies and more lies, every single day, from the pyramid scheme called Awintura. It's impossible that they need a month to review just one hour of gameplay on Pragmatic Play slots, which, on top of everything else, keep a record of every spin.

mentiras y mas mentiras, todos los dias, de parte de la estafa piramidal llamada Awintura. Es imposible que necesiten 1 mes para revisar 1 hora de juego en las slots de Pragmatic Play, que mas encima, dejan registro de todos los spins.

Hello RulayChile,

Thank you so much for keeping us updated and for your continued cooperation — I truly understand how stressful and frustrating this situation must feel for you. Waiting for verification, especially when it takes longer than expected, can be very discouraging.

You do have the option to submit a complaint directly to the gaming authority if you decide to pursue that route. However, within this case, I am only able to assist you through the complaint submitted here on the Casino Guru website. Unfortunately, I do not have the legal authority to involve a Pragmatic Play representative directly in our discussion.

At this point, if you have already provided all the requested documents, there is nothing further required from your side. The only remaining step is for the casino to complete the verification process. I completely understand that this is not the ideal answer and that waiting is the hardest part.

Please know that we are here with you and continuing to monitor the case.

Dear Awintura Casino Team,

Could you please provide us with an estimated timeframe for the completion of the account verification process? We would appreciate any update you are able to share regarding its current status.

Thank you in advance for your assistance. We look forward to your response.

Good afternoon,

The payment of 900,000 CLP is already being processed and will be credited to your bank account within today or tomorrow.

Dear Awintura Casino representative,

thank you very much for the update. I’m pleased to hear that the matter is progressing. I will leave this complaint open until RulayChile confirms his withdrawals have been paid out.

Hello, I have not received any deposit from Awintura so far.

Let me be perfectly clear: these are two deposits of CLP 900,000 each, not one. The total amount claimed is CLP 1,800,000. If the verification process is complete, why are they only processing one withdrawal and not both? The withdrawal conditions are completely different from what the casino offers. I expect both deposits to arrive today. This wait is unbearable for me and for Awintura Casino's reputation.

Hola, no he recibido ningún deposito, hasta el momento, por parte de Awintura.

Quiero ser bien claro, son 2 depósitos por CLP 900.000. No uno. El total del monto reclamado es de CLP 1.800.000. Si ya termino la verificación, porque solo procesan 1 retiro y no los 2? Las condiciones del retiro están siendo completamente distintas a las que el casino ofrece. Espero que lleguen hoy los 2 depósitos. Este espera es insostenible para mi, y para la reputación de casino Awintura.

Dear Lucia, could you please guide me on how to file a complaint with the authority that regulates Awintura?

Estimada Lucia, por favor si me puede guiar en como poner una queja ante la autoridad que regula a Awintura.

My ATM balance dropped from 1,800,000 to 900,000, so it's possible it's processing one withdrawal of 900,000. When will the other withdrawal be processed? Both were requested on January 27th.

One was requested at 05:13 on 27/Jan/2026 and the other at 05:34 on 27/Jan/2026

La cuenta de mi cajero bajo de 1.800.000 a 900.000, por ende es posible que este procesando 1 retiro de 900.000. Cuando se procesará el otro retiro? Ambos fueron solicitados el mismo 27 de enero?

Uno fue solicitado a las 05.13 del 27/Ene/2026 y el otro a las 05.34 del 27/Ene/2026

Dear RulayChile,

If you would like to submit a complaint regarding a Curaçao-licensed casino, here’s what you need to know:

First, you must submit your complaint directly to the casino using their official complaints procedure (usually via email or their support team). The Curaçao Gaming Authority requires players to try resolving the issue with the operator first.

If the casino does not resolve your complaint, they should provide access to an independent Alternative Dispute Resolution (ADR) service. This service is free for players and is meant to handle disputes between you and the operator.

If you believe the operator has breached licensing rules or is not following regulatory requirements, you can report this to the Curaçao Gaming Authority (CGA). Please note that the CGA does not handle individual payout disputes or act as a mediator, but they can investigate regulatory violations.

You can contact the Curaçao Gaming Authority at:

Email: complaints@gamingcontrolcuracao.org

Phone: +599 9 737-2299

Address: Scharlooweg 172-174, Willemstad, Curaçao

When submitting your complaint, make sure to include:

• Your full name and contact details
• The casino’s name and website
• A detailed description of the issue
• Dates of relevant events
• Copies of communication with the casino
• Any supporting evidence

Additionally, since the casino has stated that your first withdrawal of 900,000 CLP has been processed, I would advise waiting for the funds to arrive before escalating the matter. This will help confirm whether the verification issue has truly been resolved.

Please let me know if you have received your funds or if there is any new development on your side.

Hi Lucia, thanks for the information. I'll prepare the complaint.

I haven't received the funds from Awintura Casino. The first withdrawal of CLP 900,000 hasn't arrived. Yesterday I contacted casino support, and they told me the account is still undergoing internal verification. Awintura's promise here, that the first withdrawal would be processed, hasn't been kept. It's more of the same old story; Awintura's only intention is to delay as much as possible, or perhaps even to steal players' funds. I don't know. I've been waiting a month for a modest withdrawal.

Hola Lucia, gracias por la información. Prepararé la queja.

No he recibido los fondos por parte de Awintura Casino. El primer retiro de CLP 900.000 no ha llegado. Ayer contacte al soporte del casino, y lo que ellos me comunican es que la cuenta sigue en verificación interna. Lo que prometió Awintura acá, que se procesaria el primer retiro no se ha cumplido. En realidad mas de lo mismo, la única intención de Awintura es dilatar y dilatar lo mas posible o quizás, de frenton apropiarse de los fondos de los jugadores, no lo se, yo llevo ya 1 mes esperando por un retiro moderado.

I just received my first withdrawal from Awintura for CLP 900,000

I would like to know, please, when I will receive the remaining withdrawal of CLP 900,000?

Acabo de recibir el primer retiro de Awintura por CLP 900.000

Quiero, por favor, saber, cuando recibiré el otro retiro de CLP 900.000 restante?

Good afternoon,

I see that today first payment - 900000CLP was successfully sent to your account. If you didn't receive it - please send me your bank statement for today.

Indeed, I just received the first withdrawal of CLP 900,000, after a tortuous 27 days, where I spent more than 1 hour a day claiming my money.

When will the next withdrawal of CLP 900,000 be deposited? The problem is far from being solved.

Efectivamente, acabo de recibir el primer retiro de CLP 900.000, después de tortuosos 27 dias, donde gaste mas de 1 hora diaria reclamando mi dinero.

Cuando depositarán el siguiente retiro de CLP 900.000? El problema esta muy lejos de solucionarse.

Although I received a withdrawal of CLP 900,000, we're still in the same situation. I can't imagine these are reasonable conditions for treating honest customers. When will I receive my second withdrawal of CLP 900,000, which has been pending for a month without even being processed?

Si bien llego un retiro de CLP 900.000, seguimos en lo mismo. No me imagino que esto puedan ser condiciones razonables para tratar a los clientes honestos. Cuando recibiré mi segundo retiro de CLP 900.000, que lleva 1 mes sin no siquiera procesarce ?

Everything's still the same. Still "verifying." It's unreasonable to take 30 days to verify a couple hundred spins. This is due to something else. A lack of funds for payments. I need my withdrawal now.

todo sigue igual. Todavía "verificando". No es razonable que se tomen 30 dias para verificar un par de cientos de spins. Esto obedece a algo distinto. Falta de flujos para los pagos. Necesito mi retiro ya.

Dear Awintura Casino Representative,

I kindly ask you to clarify whether the player’s account has been fully verified. It is somewhat concerning that a payment of 900,000 CLP has already been processed, while your live chat support team has informed the player that the account is still under review.

Additionally, could you please provide an estimated timeframe for processing the second payment of 900,000 CLP?

Thank you in advance for your assistance.

Hello, I confirm that I received the funds from the second withdrawal (CLP 900,000) today. I want to thank Casino Guru for their help; thanks to them I was able to recover my funds.

Awintura: terrible withdrawal experience. Having to involve third parties to get paid is unacceptable. I will never play on their website again. Not to mention the month-long wait and the casino's help desk telling me for a month that "they are verifying my account for violations of the terms and conditions," when all I did was deposit and play on Pragmatic Play slots. They lost a good customer (and probably many more who will read this) because of their abysmal and abusive service.

Having said that, I'll consider the case closed.

Once again, thank you very much Casino Guru, your work is very important when there are operators with abusive terms.

Hola confirmo que he recibido los fondos del 2do retiro (CLP 900.000) hoy. Quiero agradecer la ayuda de Casino Guru, gracias a ellos pude recuperar mis fondos.

Awintura: pésima experiencia en retiros, que haya que involucrar a terceros para poder cobrar es inaceptable. No volveré a jugar en su página web. Sin mencionar la espera de un mes y que la mesa de ayuda del casino, me haya dicho durante un mes que "están verificando mi cuenta, por violaciones a los términos y condiciones", siendo que yo lo unico que hice fue depositar y jugar en maquinas de pragmatic play. Perdieron un buen cliente (y quizás cuantos mas qué leerán esto), por su pesimo y abusivo nivel de servicio.

Habiendo dicho eso, daré el caso por cerrado.

Nuevamente, Muchas Gracias Casino Guru, la labor de uds es muy importante cuando existen operadores con términos abusivos.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear RulayChile,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia