Awintura Casino - Проверка данных игрока аннулирована, что приводит к задержкам вывода средств.

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.

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 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 [email protected], 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