Awintura Casino - Das Konto des Spielers wurde ohne Zugriff auf Gewinne geschlossen.

Hello, my account is A few weeks ago, I requested to close my account at my own request due to self-exclusion. However, the self-exclusion process took a while, and during that time, I continued gambling, winning quite a bit of money. The issue is this: a few days ago, I requested a withdrawal of the funds in my account to my Astropay account, but today the account closure request was processed. That is, I had money due in my Astropay bank account, but my account was closed today. In short, the casino, despite my self-exclusion request, let me deposit and gamble, and when I started winning money, they closed my account and immediately processed the closure request. I consider this a scam and a very disrespectful casino to its customers. If they don't let me withdraw my funds, I will exhaust all possible avenues to get my money back. This includes filing a complaint on various forums like this one and filing a complaint with the Casino Superintendency so that people know what kind of casino it is and how it scams its customers when it sees they have money. I insist, I'm not asking to withdraw my account; all I'm requesting is to be able to process the requests I've already made for my funds. Otherwise, I'll have to file a complaint with the Casino Superintendency and on casino forums like Casino Guru and others. I'm attaching images of when I contacted support and they told me they would supposedly return my money, even though that hasn't happened.

Hola mi cuenta es [email protected] hace una semanas solicité cerrar mi cuenta por solicitud propia mía motivo de autoexclusión, sin embargo, demoró en procesarse la autoexclusión y en ese lapso seguí jugando en donde gané bastante dinero. El tema es el siguiente, hace unos días hice una solicitud de retiro de mis fondos existentes en mi cuenta a mi cuenta astropay y pero hoy se procesó la solicitud de cierre de cuenta. Es decir, tenia dinero por recibir en mi cuenta bancaria astropay, pero se cerro hoy mi cuenta, en resumidas cuentas, el casino a pesar de mi solicitud de autoexclusión me dejó depositar y apostar y cuando llegué a ganar dinero me cerró la cuenta y me procesó inmediatamente la solicitud de cierre. Me parece una estafa y un casino muy poco serio con sus clientes si no me dejan retirar mis fondos y agotaré todas las instancias posibles y por haber para que me devuelvan mi dinero, incluido dejar mi queja en variados foros como este y denunciar en la superintendencia de casinos para que la gente sepa el tipo de casino que es y que estafa a sus clientes cuando ve que tienen dinero. Insisto no estoy pidiendo retirar mi cuenta, lo único que estoy solicitando es poder que se procesen las solicitudes ya hechas de mis fondos, de lo contrario tendré que denunciar en la superintendencia de casinos y en foros de casinos como casino gurú y otros. Adjunto imágenes de cuando me contacté con el soporte y me dijeron que supuestamente me devolverían el dinero, siendo que no ha ocurrido.

Dear oscararteaga1313,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Awintura Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please clarify when exactly you requested the withdrawal? 
• Could you please confirm that you have passed the KYC verification? 
• Have you made any successful withdrawals before?  

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.

Best regards,

Katarina

Good day,

It is very unfortunate that this situation has arisen, however, this is a technical inconsistency, the process of blocking an account sometimes takes a little longer, which is why this situation has arisen. However, I have unblocked your account and you can withdraw money. But after successfully withdrawing all funds, your account will be blocked, as I see, that you requested a block due to gambling addiction.

Best regards,

Awintura Casino

Dear All:

Thank you very much for your responses and prompt solutions. I'm now awaiting the withdrawal of the funds. I'll wait for that to end the complaint, as I hope they don't close it again while the withdrawals are being processed.

I will stay tuned

Estimados:

Muchas gracias por sus respuestas y sus prontas soluciones, ahora estoy esperando el retiro de los fondos, quedaré a la espera de eso para dar por terminada la queja ya que espero que no la vuelvan a cerrar mientras se procesan los retiros.

quedare atento

I was finally able to withdraw my funds, and my complaint is over. Thank you for your help.

Al fin pude retirar mis fondos, doy por terminada mi queja. Gracias por su ayuda

Dear oscararteaga1313,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina Duboak

Casino.Guru