The player from Chile is facing difficulties withdrawing her funds after gambling losses. She attempted to validate a bank transfer method by making multiple deposits totaling $100,000, but still cannot access the withdrawal option. Despite contacting support through chat and emails, no solution has been provided.
PlayUZU Casino - Player's withdrawal is delayed.
Opened
Current status
Waiting for Casino Guru to reply
4d 18h 8m 28s
PlayUZU Casino
Safety Index 8.6 HighCase summary
Discussion
Public
Public
4 days ago
Translation
Hello, since Friday the 4th I've been trying to request a withdrawal from my account. I had over 1 million pesos which I couldn't withdraw because I gambled and lost it. Afterwards, the live chat advised me to make a small deposit to validate another withdrawal method via bank transfer. I made a transfer of $5,000 and it didn't work. They told me it had to be a large amount. I made a deposit of $100,000, then two of $50,000, and I still don't have a solution. The account still doesn't have the option to withdraw via bank transfer. I've sent emails and spoken to the chat, and there's no solution. They tell me to make the withdrawal in CLP, but that option isn't available since I don't have an account. I've attached information.
Automatic translation:
Public
Public
2 days 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.
Public
Public
2 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Which currency did you use to deposit funds into your casino account? Am I correct in understanding that you made your deposits in CLP, but that this currency is not available as a withdrawal option?
- Are you using any VPN or IP-masking software to alter your real location while accessing the casino?
- Have you completed your casino profile with your full personal information, including selecting Chile as your country of residence?
- When was the last time you contacted customer support regarding this issue, and what response or suggestions did they provide?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
