The player from Mexico had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The Complaints Team had engaged with the casino to investigate the issue surrounding the player's winnings, which were reportedly deposited into a Banco Azteca account that the player did not possess. Despite multiple communications and requests for transaction details, the casino maintained its stance on the deposit's legitimacy. Due to the player's lack of response to inquiries and reminders, the complaint had been closed, though the player retained the option to reopen it in the future.
PlayUZU Casino MX - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: Mex$4,400
PlayUZU Casino MX
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
On July 19, 2025, ah, and a withdrawal was made for the amount of 4,000 pesos and another for the amount of 400 pesos, ah, normally withdrawals fall into my account immediately, a week before, ah, I had already made another withdrawal of 4,800 pesos and it fell to me without any problem, it's been 7 days and my deposit has not been reflected in my account, I have contacted their technical part and they tell me that on their part the deposit has been approved and that they have nothing else to do, that it is possibly a problem with my bank. In any case, I contacted my bank on July 20 and they told me that they do not have any deposit withheld and that my account does not have any problem every day I have contacted technical support about what is happening with my money and they always give me the same answer and I have also contacted them by email and they continue to give me the same answer, which is your withdrawals have been approved, you can check it in the bank withdrawals section day and you will be able to see your withdrawals made. I ask them to call me so I can explain my case better and they don't want to call me because they say they need to have a justification for the call and I tell them that I believe that the fact that my money hasn't arrived is a more than valid justification and to this day they have not taken responsibility for absolutely anything. I attach proof of what they have told me.
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7 months ago
Dear player,
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 the 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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
Dear player,
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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6 months ago
TranslationHello, as of today they have not resolved anything for me from play uso day with God, I have sent them a message to find out what is happening and they only tell me to contact the email and send them my account statement so they can verify what is happening but I have not received any response from them and whenever I try to seek help in a chat they close the conversation. It has been about 14 days and I have not seen my money reflected and even when checking the withdrawals they appear as approved but they show in my account
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6 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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.
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6 months ago
Dear player,
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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6 months ago
TranslationHello, how are you? I contacted you via email, sending you all the screenshots that you requested. The casino also sent me an email approximately two or three days ago telling me that after an exhaustive investigation, they came to the conclusion that my deposits had been approved and correctly deposited into my Banco Azteca account. I would like to clarify here that I do not have any Banco Azteca account, I do not even have an open Banco Azteca account. I replied to the email telling them that no, that it was a mistake, that I have a Banorte account. I sent them my account statement again, but they have not answered me. I have been sending and sending emails.
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6 months ago
Dear player, has the casino responded to your message where you explained that you do not have a Banco Azteca account and that your correct bank is Banorte?
When you made the withdrawal, did you personally select the bank account used for the transaction?
Are you sure the bank account details you entered were correct at the time of withdrawal?
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6 months ago
TranslationThe casino automatically deposits my money into my registered Banorte account. This is the latest response from the casino.
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6 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 months ago
Hello there,
Thank you cpepe119972 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask PlayUZU Casino MX for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.
Thank you!
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6 months ago
TranslationHello, the problem is that the casino deposited my winnings to an account that I do not have, the account to which they deposited that Banco Azteca and I do not have any Banco Azteca account. I already let them know, I sent them my account statement and everything necessary so they can corroborate but they have not given me any response. Right now, an email from them has not arrived, I am attaching it.
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6 months ago
The casino representative has requested I post the following message:
"After reviewing the case, the casino confirmed a deposit was made using a Banco Azteca account on July 16th for the amount of 275.75 MXN, and since that same account was used in the casino, the funds were credited there."
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6 months ago
TranslationNo, the representative doesn't know what he's talking about, because my withdrawal was on July 19 for the amount of 4000 and another of 400
And I don't have an Azteca bank account, I don't even have an open account in that bank.
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6 months ago
I have requested additional evidence and will get back to you once I receive it. Thank you for your patience during this time!
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5 months ago
Dear cpepe119972, I am still in contact with the casino representative discussing your case, I will keep you updated about any new developments. Thank you for your patience during this time!
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5 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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5 months ago
Dear cpepe119972, I want to ask if you could clarify if someone else could've used your account and deposited into the casino. The casino is adamant on its stance that the Banco Azteca account has been used to deposit into the account, and it seems we won't be able to proceed without clarifying this situation. Thank you in advance for the clarification!
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5 months ago
TranslationNo one else uses my account. They should keep a record of transactions, and there they'll be able to prove that the Aztec bank account they're talking about isn't even registered.
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5 months ago
TranslationIt just so happens that I look for my transaction records and the casino deletes them and doesn't want to take responsibility.
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5 months ago
Would it be possible to contact the casino support and request the transaction history for review? The casino representative can't provide it to me directly but has instructed me that you can request it yourself and then pass it along. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
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5 months ago
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Do you also want the deposit one?
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5 months ago
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Here you have all the ones for July
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5 months ago
Thank you for sharing the transaction information, cpepe119972. I noticed that the logs only show deposit amounts without indicating the payment methods used. When I contacted the casino’s representative, I was informed that they could not provide these details due to privacy policy restrictions.
Could you please request a more detailed transaction history from the casino’s support team yourself? Ideally, this should include not only the deposit amounts and dates but also the specific payment methods or channels used (e.g., credit card, bank transfer, or e-wallet).
Thank you in advance for your cooperation!
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4 months ago
Dear cpepe119972,
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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4 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,
Peter
Casino.Guru
