The player from Spain faced issues with withdrawing winnings from PlayUZU after a significant win on August 30, 2025. His account was under review, and he had been logged out repeatedly with no responses to his emails. He had screenshots and logs to support his claim, expressing concerns about a recurring pattern of account reviews following significant wins. The Complaints Team was unable to proceed with the investigation due to the lack of response from the player and closed the complaint for the moment, while noting that the player could reopen it in the future if he chose to resume communication.
PlayUZU Casino ES - Player's winnings are under review.
Closed
Our verdict
Player stopped responding
Amount: €33,000
PlayUZU Casino ES
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
Well, for a few months now, I've been a Playuzu player, respecting his style of play. Sometimes I won, often I lost.
On August 30, 2025, I had a game on Book of Dead, in which I won a significant sum of money. And now they've put the case under review, they've deleted my help chat conversations... They don't respond to my emails. They log me out repeatedly. The winning game doesn't show up in my activity history. Luckily, I was smart enough to take screenshots while the game was in progress. On the other hand, I have the Google activity history, the browser log, and many screenshots. So I hope this is resolved quickly. Because in addition to filing a report with the National Police, I'm going to launch a fairly large campaign with all the information I've gathered.
Learn to lose....
P.S.: It's a pattern. I've seen users who win a significant amount of money and take the same stance. (Case review) When we lose, they don't review anything....
Pay what thieves owe
And... Let me guess... I'm going to answer this:
We're sorry to hear that you felt that way. We want to emphasize that at PlayUZU we follow all DGOJ regulations to offer you a safe gaming environment.
At PlayUZU, we believe in transparency: our games are governed by a Random Number Generator that ensures consistently different results. There are no hidden strategies or magic formulas; everything here depends solely on luck. And of course, on your desire to have fun!
P.S. I don't know the exact actual amount. The last capture had 18 rolls of 20 and already showed 6,175 coins.
Bet €5
Maximum coin value
Top line value.
I have repeatedly asked for the real value to be calculated, knowing these parameters, and I have not received any answers.
Automatic translation:
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6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with PlayUZU Casino ES. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please specify what reason the casino provides for the game review?
- Did you accumulate your winnings with or without an active bonus?
- Did you pass the full KYC verification before?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
TranslationFor reasons unknown to me and of no interest to me, the game from 1:59 to 2:06, which was when I made the profit, doesn't appear in my activity history. But that's their problem, not mine... Luckily, I took screenshots from approximately the beginning of the game when I started winning, until approximately the
Don't cash in on any type of bonus. Deposit €20 two or three times each time. I don't know if you mean something else with the active bonus.
And I'm completely unsure about the last question. If you could explain it to me, I could tell you with more certainty.
Thank you so much for your time, Natalia.
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6 months ago
Translation
They refuse to even tell me the actual value of the game. Since in the last capture, I was at 18 out of 20 rolls. So that prize was a bit higher. But being content with what I can prove, I'll stick with the 6,175 coins.
The last game I played was a wolf game, which was the second-to-last one I played. Then, the "from of book" game, and it's strange that it's the game with a profit and it doesn't register.
With a €5 bet and 6,175 coins in winnings...
From what I can see, it's common for them to put it under review when the prize is high so they don't award it.
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6 months ago
Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.
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6 months ago
Dear cabraf_cf10,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
