PlayUZU Casino - Player's withdrawal is delayed due to verification issues.

I've been playing on this platform for over a year, and I feel like I earn more money than on others. Plus, they give you bonuses with no rollover requirements. But this past week has been a terrible experience. I've never won that much money, and I've never been asked for so much identity verification. I need to withdraw my winnings, but they won't let me. I've never had any problems before, and now, when I asked for help via email to complete the verification, they're telling me I could lose the money because I registered another account with my identity, which isn't true. The account they're mentioning belongs to my partner. We live together, but we're separate individuals with different ID numbers. They're completely unrelated. Why lose a player of over a year because of an account that isn't even directly connected? I just want to withdraw my money. I'm willing to verify any information they ask for, whether it's mine or my boyfriend's, but I need my money.

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.

Hello,

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 clarify how long have you been both playing at PlayUZU Casino?
• Is there a possibility that you have both played from the same device?
• Have you utilized a payment method registered in your own name?

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,

Attila

Dear paoacosta26,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru