The player from Chile encountered issues withdrawing funds from his account at PlayUzu. Despite successfully withdrawing funds using bank transfer previously, he then faced withdrawal limits with the only available method, Prontopaga, and could not obtain a satisfactory explanation from either the casino or the payment platform. He expressed confusion over the restrictions placed on his account. We closed the complaint because he did not respond to our messages, inquiries, or reminders, so no further investigation or solution could be provided at that time.
PlayUZU Casino - Player's withdrawal is delayed due to method restrictions.
Closed
Our verdict
Player stopped responding
Amount: $715,500 CLP
PlayUZU Casino
Safety Index 8.6 HighCase summary
Discussion
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3 weeks ago
Translation
Good afternoon, yesterday I opened an account at PlayUzu Chile, made some deposits via bank transfer, played, and had no problems withdrawing. Today I logged into the casino and made several deposits through a payment gateway called "Prontopaga," also without any issues. However, when I try to withdraw, I get errors stating that the withdrawal amount exceeds the limit for that method, allowing me to withdraw an absurdly small amount. This is the only withdrawal method available to me today. Yesterday, when I made deposits via bank transfer, I was able to withdraw my entire balance using the same method, but now I can't withdraw my balance using the deposit method because it says I've exceeded the limit. PlayUzu's customer support chat tells me that I have no restrictions from them and that it's probably due to my bank account. I contacted the Prontopaga payment platform, and they say there are no problems or restrictions for me. I don't understand why they say it's a bank problem if I can't even make a withdrawal. It would be the bank's problem if the transfer was denied when I tried to make the payment, but the problem is with the casino, which won't even let me withdraw. I also called my bank, and they said there are no problems with my account. Furthermore, if I've previously made deposits using bank transfer, why am I only seeing this payment gateway as the withdrawal option now? I should also have the bank transfer option enabled, since all my deposits have been made from the same personal checking account. Please help me resolve this issue.
Automatic translation:
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3 weeks ago
Important notice:
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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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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayUZU Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Would you be able to share any screenshots from your account showing the situation from your point of view?
- Did you achieve your current balance with the help of a bonus?
- 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
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2 weeks ago
Dear Flavio_Vega,
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.
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1 week ago
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,
Tomas
Casino.Guru
