PlayUZU Casino MX - Player's account has been closed and winnings confiscated.

I opened a game that was in the hot and cold tab, while playing the winnings started to come out low then little by little they went up increasing the bet, the winnings were bigger, generating one hundred thousand pesos in prizes, when trying to withdraw an already large amount, they restricted my account, then they took the entire amount arguing that it was a game fault and that they couldn't do anything, I continued playing and I no longer had winnings, I continued sending emails to customer service saying that I was going to file a complaint, and suddenly one day they closed my account. They argue that it was because of the terms and conditions. But they do not specify the exact reason.

Dear Angelica777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please forward any relevant communication along with your game history in Excel format? Please advise the exact time of the incident.

Has the casino provided any evidence from the game provider?

Have you been able to find out why the casino closed your account?

Could you please share your communication with the casino regarding the canceled 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.

Best regards,

Dominika

Hello, yes I send them to the email, I have already attached some screenshots where the emails say and do not specify why they closed my account, and when they cancel all the money I earned and only give me 100 apology spins

But I have more emails, I'll send them to your email, thanks

Dear Angelica777, kindly request the game history in Excel format from the casino and forward it to my email address dominika.l@caino.guru.

Do you have any updates on the account closure? Has the casino specified the terms and conditions you breached?

No, I can access the game, it won't let me in anymore, they deactivated my account, yes I specified that in the previous messages, which is why I can't download anything 😟

Dear Angelica777, you need to request the game history in Excel format from the casino.

Okay, I already ordered it, let's wait for them to send it to me.

They don't want to send me anything and they keep answering me the same, I don't know if they should just copy and paste the answer because the people at Play Uzu don't answer me well, I already wrote to them again that I need my history in Excel, regardless of whether my account is closed

Thank you very much, Angelica777, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello Angelica777,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear PlayUZU Casino MX,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Angelica777,

I contacted the casino representative, and he asked me to tell you that they need you to provide your casino username. Can you post it here or send it to my email?

Hi, yes, I sent it to the email because I don't remember my username, but maybe the email I entered would work.

It won't let me send email... the same thing was happening to me with Dominika's other email.

Dear Angelica777,

I have been informed by the casino representative that your account was closed due to you making a chargeback in the amount of 3690MXN, which goes against the casino's terms and conditions. Can you comment on this?

I'm not aware of that, different cards were used, maybe there was a controversy over one of them, I'll ask!

But the issue is not the account closure, but the prize that was generated at that time and they simply said it was an error, but if you deposited large amounts and did not win even the slightest, then it was not an error? It was like this several times in deposits there was nothing won until the same game they already sent you the amount you played and what you "won"

The casino also claimed that you were awarded 2000MXN as a goodwill gesture due to a technical error in the game. But the main issue here is that if a chargeback was made, it was the casino's full right to close your account and forfeit your winnings due to the breach of the casino's terms and conditions.

Hahaha, do you think that with $2,000 in goodwill you could cover the fact that the prize was over $500,000, and that money you gave me was in credits? We know that casinos arrange it so that with that money you don't have any winnings. Was it going to give me any winnings? And after depositing almost $30,000 for games and not having any winnings at all? You're a casino too, and it's logical that you were going to cover each other, but oh well!!

thanks for nothing…

Dear Angelica777,

Firstly, we are not a casino, which you would see if you looked at our website properly. On our website, you can find information about online casinos, bonuses, and complaints. You can not deposit nor play for real money here.

Secondly, you did not answer my question. If you made a chargeback, the casino had full right to remove your winnings and block your account, since you breached their terms and conditions.

No, but in case nothing's resolved, could you close my profile here? I can't find where that option isn't given. 🤔

Dear Angelica777,

Unfortunately, because I have received solid evidence that confirms you indeed made a chargeback, I will not be able to help you further in this matter. In cases where players make a chargeback, the casinos have full right to protect themselves by closing the player's accounts and voiding all of their winnings, which is exactly what happened in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. If you still wish to go through with closing your profile on Casino Guru, please reach me by email.