The player from Mexico has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
PlayUZU Casino MX - Player believes that their withdrawal has been delayed.
Opened
Current status
Waiting for player to reply
4d 6h 0m 16s
PlayUZU Casino MX
Safety Index 8.6 HighCase summary
Discussion
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3 weeks ago
Translation
I've been trying to withdraw 350 since July 15th, and it hasn't gone through. The problem is that the withdrawal has to be processed by the company and then it moves to the next phase, but it never gets past that stage. It just stays stuck on "processing by Play Uzu." After a whole day, they send me an email saying there's a problem, but they don't explain what it is. I've spoken to a specialist, but they just keep blaming each other, saying the payments department is responsible, and they just tell me to request the withdrawal again. It's been like this for three days now. What can I do to get my money back? (1. The first photo shows the pending transaction where it gets stuck and the money is returned; it doesn't even go to the wallet stage. 2. The second photo is the email they send me when they return the money to my Uzu account, without any details on how to resolve the problem or what caused it.)
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3 weeks ago
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.
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3 weeks ago
Dear Morezek137777,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
TranslationI've already checked my documents... Okay, I'll do as you say and wait 14 days. If it gets resolved, I'll come back and update you on what happens. Thank you very much!
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3 weeks ago
TranslationI submitted another withdrawal request and they sent me the same thing again. This is the third time I've tried and they just keep giving me the runaround. They just sent this to me recently, check the time.
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1 week ago
Dear Morezek137777,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 days ago
Dear Morezek137777,
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.
