PlayUZU Casino MX - Player’s winnings haven’t been received yet.

On September 14th, I requested a withdrawal of $2,300 MXN via STP. The casino provided me with a transaction ID, but when I checked it directly on the official STP bank platform, the system indicated that the transfer did not exist. When I tried to resolve this with PlayUZU technical support, they told me the case would take much longer because I had already sent complaint emails. It's worth noting that yesterday I made another withdrawal of $1,700 MXN, and it arrived without any issues, demonstrating that my account and bank are in good standing. I kindly request Casino Guru's assistance in having PlayUZU's finance supervisor locate my funds that were held up on September 14th and release them permanently.

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Dear ROLAS,

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

"Hi Jean, thank you so much for your response. I completely understand the 14-day rule, but I want to inform you that the casino has already given me a definitive answer stating that the money has left their system and is no longer their problem. Furthermore, I have already verified the transaction ID on the official STP portal, and the banking system indicates that the transaction does not exist. This isn't a normal delay issue; the reference number they gave me is either false or nonexistent. I would appreciate it if you could intervene immediately, as the casino's support team refuses to provide me with a valid receipt."

They're the same here, they don't respond.

These guys washed their hands of it, they wouldn't give me a tracking number and the transaction ID doesn't exist. I already sent the photos to you and the casino.

Thank you for providing the additional screenshots and communication with the casino. I understand your concern, especially since the withdrawal is marked as approved in your casino account, while the payment cannot be located through the information available to you.

To help us better understand the situation and determine the next steps, could you please clarify the following:

• Have you already sent PlayUZU the PDF bank statement from September 13, 2026 to the present, as they requested in their latest email? If so, when did you send it?
• Could you please confirm the payment method and bank/account details used for the missing 2,300 MXN withdrawal, and whether they were the same as those used for the later successful 1,700 MXN withdrawal?
• Could you please provide a screenshot of the successful 1,700 MXN withdrawal from your PlayUZU withdrawal history, including its transaction details/payment method so we could review the details to the missing withdrawal?
• Since submitting the requested bank statement, has PlayUZU provided you with any further response from its payments/finance department regarding the missing transaction? If so, please share that communication with us.

Please keep us updated with any response you receive from the casino. This information will help us determine whether the payment was successfully issued and where the problem may have occurred.

Thank you for your cooperation.

Hello, Spin by Oxxo, which is the one I use for my transfers, doesn't issue bank statements until the end of the month. I took screenshots of my transactions received during those dates, and they still haven't responded. Please, I already told them to intervene last time. Just to tell you, it doesn't exist on the transfer portal; it's true. You can look it up yourself. You already have the tracking ID, and I already sent you confirmation that it doesn't exist. They still aren't helping me.

Here's another comment: the strangest thing I found is that I made another withdrawal because they wouldn't let me withdraw less than 5000 before that 2300 withdrawal I mentioned was lost. So I made a withdrawal to another bank account I have, and it seemed strange to me because I requested that account number, and it arrived in this other account, but those 2300 never arrived. The 1700 withdrawal is from that same day you'll see in this other image, so please, I don't know how else to explain it. You probably won't be able to help either.

Thank you for the information. We need to clarify a few details about the two withdrawals.

1. For the 2,300 MXN withdrawal that you did not receive, which bank or account did you choose when making the withdrawal? If possible, please send a screenshot showing this information.
2. For the 1,700 MXN withdrawal that you received, which bank or account did you choose? Did the money arrive in the same account you selected, or in a different account? Please send a screenshot showing this information.
3. How many bank accounts or payment methods did you have available for withdrawals in your PlayUZU account? Please send a screenshot showing the withdrawal options or accounts available to you.

This information will help us understand where the 2,300 MXN withdrawal was supposed to be sent and compare it with the successful 1,700 MXN withdrawal.

Thank you for your cooperation.

They're useless

Dear ROLAS,

Thank you for the information and evidence you have provided so far. I understand your frustration regarding the missing 2,300 MXN withdrawal and the difficulties you have experienced with the casino.

Although you have not answered our latest questions, I acknowledge that you cooperated with our investigation initially. Therefore, we have decided to move your complaint to the next stage rather than close it.

Your complaint will now be handled by your dedicated Resolver, Martina, (martina.b@casino.guru), who will contact the casino directly to investigate the missing payment.

However, your continued cooperation remains important. Since Spin by OXXO should have issued your September bank statement by now, please obtain the original PDF and be prepared to provide it to the casino and your Resolver if requested.

Your Resolver will contact you through this complaint thread if any further information is needed.

Thank you for your understanding. I hope your complaint will be resolved successfully.

Kind regards,

Jean

Dear ROLAS,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite PlayUZU Casino MX representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hi

Support sent proof of the payment or the transaction receipt of the 2300 MXN paid withdrawal to the player on 6th October. If he has not received the funds he should show the proof we sent to his Bank

Dear ROLAS,

can you please send the bank statement to casino and also to me? You can either send it here, or to my email address (martina.b@casino.guru) .

Thank you so much in advance

Dear ROLAS,

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.