The player from Mexico faced issues with a blocked withdrawal of $600 MXN from his PlayUZU account, despite having successfully completed identity verification. He contacted support multiple times but only received generic responses, with no clear timeline or explanation for the delay. The player confirmed that he had used his own payment method and provided the required identification documents. However, the casino restricted his account without explanation and did not communicate directly with him. The complaint was closed unresolved by the Complaints Team because the player had depleted his balance to zero, leaving no funds to withdraw.
PlayUZU Casino MX - Player's withdrawal request is delayed.
Closed
Our verdict
Other
Amount: Mex$600
PlayUZU Casino MX
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
I made a withdrawal of $600 MXN on December 11, 2025, from my PlayUZU account. When attempting to withdraw, the system requested that I complete identity verification with my INE (National Electoral Institute) card, which I did successfully and was accepted.
After completing the verification process, the system started displaying a message that my account had withdrawal restrictions. Since then, the withdrawal has been blocked and the money has not been released.
Since December 11th, I have contacted PlayUZU support multiple times via both chat and email. In all interactions:
I am told that the case is "under review".
They assure me that "my money is mine".
I'm told the case has been escalated to the payments department.
They tell me that the withdrawal was requested manually by them.
However:
They haven't given me any deadline, not even an approximate one.
They haven't explained the specific reason for the detention to me.
No one has contacted me to confirm payment details or the actual status of the withdrawal.
I have not been provided with any receipt, folio or reference for the alleged manual withdrawal.
Several days/weeks have passed since the initial request, and the money remains withheld without resolution. The responses received are always generic and repetitive, with no real progress. Even different agents give the same answer, which gives the impression that the case is not being actively handled.
My main concern is that, although they claim the withdrawal was requested and the money is mine, there's no clear mechanism for receiving it, nor any direct communication from the payments department. This creates complete uncertainty about what will happen to my funds.
I don't have any active bonuses, I haven't violated any terms and conditions, and I successfully completed the required verification. It's a small amount (MXN $600), so I don't understand why the withdrawal is being held without explanation or a timeframe.
I am only requesting:
The immediate release from retirement, or
A mediator's intervention to ensure the casino releases the funds that rightfully belong to me.
I have attached screenshots of the conversations and emails that show the casino acknowledges the withdrawal, but does not process it.
Automatic translation:
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1 month 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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1 month ago
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.
- Could you please confirm that the payment method you used for deposits and payouts belongs to you exclusively? (The payment method is in your name)
- Which documents have you provided to the casino during the verification process?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 month ago
Translation
Hello Tomás, good day.
Thank you for your message.
I confirm that the payment method used for deposits and withdrawals is exclusively mine and is in my name. I have not used any third-party accounts or methods at any time.
Regarding the verification, the casino only asked me for my INE (National Electoral Institute ID), which I uploaded correctly.
Additionally, I voluntarily attached proof of address, as the platform allowed me to upload extra documents during the verification process.
I remain available should you require any further information to continue with the mediation.
Thank you so much for your support.
Greetings,
Angel
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1 month ago
Dear acanamarc,
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 ([email protected]). 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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 month ago
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.
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1 month ago
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.
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1 month 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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4 weeks ago
Dear player,
I am trying to get in touch with the casino outside of this thread. I will notify you, if there are any updates.
Thank you for your patience.
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3 weeks ago
Dear player,
Casino informed me outside of this thread, that you have played don your balance to zero. Could you please confirm that?
Thank you.
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3 weeks ago
Translation
Yes, I confirm it. I only left the balance at zero because I had no other option.
My problem was never resolved: it has been more than a month since it started and to this day my account is still restricted from withdrawals, without PlayUZU giving me a concrete or valid reason.
During all this time PlayUZU never contacted me directly.
All I received were generic responses like "we are looking into it", no emails, no follow-up, and no real action to resolve the block.
The withdrawal restriction was applied "just because", without explanation, without evidence and without a clear way to resolve it.
Given this situation, I completely lost confidence and interest in continuing to insist.
Furthermore, after investigating, I found numerous cases of other players with exactly the same problem, which makes it clear that this is not an isolated case, but a recurring practice.
Since it is not a regulated casino in Mexico, there is no real protection for the player, and the result is that users end up unable to withdraw their winnings.
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3 weeks ago
Thank you for your reply.
Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.
I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Kind regards,
Mirka
Casino.Guru
