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For about a week and a half I have been trying to withdraw my winnings from the playuzu online casino and the question that could not be done since they mentioned that the withdrawal method was under maintenance and they were having several problems for the same detail. The days passed and I generated more profits with the part that I had left in said account... to date I have a pending withdrawal that they told me that if I did it through an application called astropay the withdrawal would be faster, which turned out not to be True, at this moment I am still pending with the withdrawal... and no matter how much I tried to talk to the people from said casino, they do not want to make the withdrawal, the only thing they mention is that external reviews have to be carried out and they do not give me any concrete solution... I even tried to touch the human side of the advisors by telling them that I needed the withdrawal to feed my family and the answer they gave me is that because of that comment I am missing responsible gambling according to their regulations and I was creditor even a blockade or restriction as They mention it about all access to game promotions and more related to the casino... and they only tell me to wait for the withdrawal to be approved but they do not give me any information regarding it... I asked how long I would have to wait for said withdrawal to be approved and they do not give me a concrete solution. Currently my balance is $18,120.99 with a pending withdrawal of $5,000 and $13,120.99 remaining that they do not want to give me since only as I mentioned before They say that it is in process because there are external details to check but they do not give me time or a solution to said problem... I hope they can help me with my dilemma since it is unfair that they block me and even more unfair that they do not want to give me what you deposit or what you generate with said deposit... thank you very much for your attention

Desde hace como una semana y media intento retirar mis ganancias del casino playuzu online y la cuestion que no se pudo realizar ya que mencionaban que la forma de retiro estaba en mantenimiento y estaban teniendo varios problemas por el mismo detalle. los dias transcurrieron y genere mas ganancias con la parte que me quedaba en dicha cuenta... a la fecha tengo un retiro pendiente que me dijeron que si lo realizaba por medio de una aplicacion llamada astropay seria mas rapido el retiro cosa que resulto no ser verdad, en estos momento sigo con el retiro pendiente... y por mas que e tratado de hablar con la gente de dicho casino no me quieren realizar el retiro lo unico que me mencionan es que hay que realizar revisiones externas y no me dan ninguna solucion concreta... incluso intente tocar el lado humano de los asesores comentandoles que necesitaba el retiro para alimentar a mi familia y la respuesta que me dieron es que por ese comentario estoy faltando al juego responsable segun sus normativas y fui acreedor aun bloqueo orestriccion como ellos lo mencionan de todo acceso a promociones juegos y de mas referentes al casino...y solo me dicen que espere a que se apruebe el retiro pero no me dan ninguna informacion referente del mismo... e preguntado que cuanto tiempo me tendria que esperar para que se apruebe dicho retiro y no me dan una solucion concreta actualmente mi saldo es de $18,120.99 con un retiro pendiente de $5,000 y $13,120.99 restantes que no me quieren entregar ya que solo como mencione anteriormente me dicen que esta en proceso por que faltan detalles externos por comprobar pero no me dan ni tiempo ni solucion de dicho problema... espero puedan ayudarme con mi dilema ya que se me hace injusto que me bloqueen y mas injusto que no me quieran dar ni lo que deposite ni lo que genere con dicho deposito... por su atencion muchas gracias

Dear terran306,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear terran306,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.