Awintura Casino - Проверката на акаунта на играча се забавя.

I have uploaded profile verification photos 10 different times just as they requested, yet I receive no solution. The support representatives say the photos appear cropped and unclear. I resend them in a CLEAR manner with completely legible documents, but they keep rejecting the verification. I no longer know how to send the photos because in every possible way, they get rejected. They claim my selfie with the ID document is not clear. I have proof that my photos are very clear and legible. Awintura Casino hasn't provided any solution. I've been waiting for 2 weeks now for profile verification so I can withdraw my money.

E subido 10 veces las fotos de verificación de perfil tal cual la piden, no me dan ninguna solución los asistentes indican que las fotos de ven recortada y no claras, se vuelven a enviar de una forma CLARA y con documentos totalmente legible, pero me vuelven a rechazar la verificación, ya no se cómo enviar las fotos porque de todas las maneras posibles me rechazaran, indican que mi selfie el documento de identidad no se ve claro, tengo los respaldos que mis fotos se ven muy claras y legibles, casino awintura no me da ninguna solución voy para las 2 semanas esperando verificación de perfil para poder retirar mi dinero

Dear valeriachamorro15, 

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

Also, when submitting photographs for verification, it's important to keep in mind the following:

• The photo should be clear and of high quality.
• The document's information should be clearly visible.
• Your face should be fully visible and not covered by the document.

Could you please forward me the photographs you sent to the casino that were declined during KYC? My email address is veronika.f@casino.guru.

Have all your other identity documents been approved and verified?

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, 

Veronika

Good afternoon, valeriachamorro15

I am very sorry that you had a negative experience on our project. 

While checking your account, I see that you successfully passed verification on January 31.

Is your complaint still active or has it already been resolved?

Best regards,

Awintura Casino

Dear Sirs, it is resolved, thank you very much for your efforts.

Estimados está resuelto, muchas gracias por sus gestiones

Dear valeriachamorro15,

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, 

Veronika Fritz 

Casino.Guru