PlayUZU Casino MX - Player's account has been closed without notice.

in a 20 peso play I won 7400 and when I wanted to withdraw they asked me to verify my identity when my account was already verified in fact I had already made previous withdrawals but they were minimal they did not exceed 1000 and it turns out that I won this amount and they asked me to verify identity because they were not updating my voter ID I sent them the one I had and they canceled my account and without notifying me I had to open another account to claim and still they did not answer me it seems unfair to me why trust play uzu I liked to play in that casino and they played me badly I did not think their treatment was fair to one I hope they help me so that play uzu pays me because the truth is that that day that money was going to get me out of trouble and that is why I sent my expired INE but they only shielded themselves by saying that I was misusing documents and they canceled my account with a level 15 account, that is, level 15 I had not been playing for 1 week to be level 15 having all my other data well and I said I have another document, no, since I had already won 7400 they couldn't do anything and the only thing they did was delete my account and since I no longer had my email and number I registered because as I said I hadn't been playing for a week I had been a Play Uzu customer for some time.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayUZU Casino MX.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you achieved your winnings on your original account?
• What was the reason the online casino closed your account?
• Which documents have you submitted in order to verify your original player's account?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

They only closed my account with a price notice, I presented my professional ID and if I had screenshots until when I won and in what game, but my cell phone was formatted but I do believe I have emails if you want to send them but to which email, I hope you help me because the play uzu deal was very unfair to me because I started playing in December November 2024 and the truth is my player level was 12 or something like that, meaning that if I invested I lost more than I won, but I played and when I won a large amount they asked me what I paid that I wanted to withdraw the money and I told them well, why did I win right away, the truth is that day I was lucky with that roll worth 20 pesos I got a multiplier and free spins and I won 7350 something like that, thank you for the support

And when I opened the other account they told me that any account that was opened with my information, meaning that VAT was included, it was blocked, meaning they banned me from the casino for claiming a profit that I won fairly and legally. They told me what the urgency was and that day I had already bet like 1500 and it was my last money and I won and well I was happy because I said wooo I'm going to pay debts but it turned out worse and to this day I say I'm in debt because I could no longer count on that money

I still haven't received an answer.

Thanks for your patience and the information you shared.

When was the last time you were in contact with casino support regarding the issue?

Could you please share a more recent communication between you and the casino regarding your win and the account closure of your original account?

Send the information to my email at tomas@casino.guru

I emailed you the last conversation I had with them; that's the last one I have. My phone was formatted, and I lost all the screenshots I had of the incident, but the ones I emailed you were the last thing they told me. Let me see if I have more; I'll send them to you. Tell me what else you need so we can resolve this.

Dear Yayis31,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite PlayUZU Casino MX representative to join this conversation.

Dear PlayUZU Casino MX,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear player,

I am communicating with the casino outside of this thread. I will notify you, when there are any updates.

Dear player,

Could you please forward me the documents you sent to the casino to miroslava.d@casino.guru for review?

Thank you.

Dear player,

After checking your documents, I see some issues, that generally prevent a completion of a verification process.

Your selfie with the ID card is in very low quality - please retake mentioned selfie in the best quality possible - all text should be clearly readable.

Also, "CREDENCIAL PARA VOTAR" is only valid until 2024 - expired documents cannot be used for verification purposes. Please provide a valid version, and explanation.

Please note, that without providing all of the required documents, verification is not possible. Please forward me the documents with the mentioned changes, after you submit them to the casino.

I can't send them to the casino because the casino closed my account, and my credential was still valid at that time. Credentials that expired in 2024 were still valid until 2025, but in early 2025, elections were starting, and credentials that expired in 2024 were valid until after July, meaning August, because of the election period. My credential was valid until August 2025. I didn't send a selfie to the casino; I sent my INE (Mexican voter ID) to the casino, and they refused to verify an account that was already verified. I also have my professional license, which is also valid in Mexico as official identification. My license is recognized at Betboom Casino. I just verified my license with it without any problems. So, I don't know what Playuzu Casino wants to pay me the money that's still in my account.

Dear player,

I am communicating with the casino outside of this thread. I will notify you, when there are any updates.

Thank you for your patience.

Thank you, I appreciate the support

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.

Dear player,

Could you please confirm, if you have obtained a new voter ID since August?

Could you also send me a selfie with your employment ID in a better quality?

Thank you.

Okay, I'll send it to your email.

Okay, I've already sent them to your email. I hope to hear back soon. Thank you.

Dear player,

I haven't received response to this question:

Could you please confirm, if you have obtained a new voter ID since August?

I'm not using the same credential anymore, it's expired.

Dear player,

I received information from the casino, that your withdrawal has been paid out. Could you please confirm that?

Thank you.

No, I haven't received anything. I don't know which account it was sent to. Could you please send me the information by email?

They also unlocked my account. I'd like more precise details about which account Play Uzu deposited the money into. I haven't received anything and I don't have access to my account that they blocked.

I confirm. I haven't received anything from Play Uzu. My account is still blocked. I can't access my casino account, and I certainly haven't received any deposits from Play Uzu. If they say I have, I want to see the details of which account they supposedly sent the money to. I've already checked my cards, and I don't have anything. Thank you.

"Hello Mirka, I have checked my bank account and payment methods, and I have NOT received any deposit from PlayUZU. Since my account is still blocked, I cannot check the transaction history within the platform. I kindly request that the casino provide proof of payment (ARN, transaction number, or screenshot) so I can trace it with my bank."

"Hi Mirka, it's been 2 business days since the casino claimed to have made the payment and I confirm that the balance still hasn't appeared in my Mifel account (or my other accounts)"

Since the money hasn't arrived within the standard transfer timeframe, I formally request that the casino provide proof of the transaction (transfer receipt). I need to see the account number to which the money was sent to confirm there wasn't an error on their part. Without this proof, I believe the casino is simply trying to close the complaint without actually making the payment.

"

Dear player,

Unfortunately, casino representative informed me, that the information about processed payment has been provided mistakenly.

Since there is still an issue with the expired voter ID, would you be able to specify, when will there be an earliest opportunity to obtain a new one? Please request it as soon as possible, to be able to progress in your verification process.

Anyway, my account is still blocked, and don't worry, we have to let this go because neither you nor the casino are doing anything. They're all thieves. Don't worry, I'll close the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Yayis31,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka