PlayUZU Casino MX - Pelaajan kotiutus on viivästynyt.

Very disappointed, I really thought they were on the up and up. But far from it, I registered got verified everything was all good. Until I did a withdrawal, that I never received. I got in touch with support and one person would email saying that how I deposited the money was not how I choose receive the money, another would say that the bank is not in my name, but they would all say the transaction was a success, I sent I don't know how many times my bank statement showing the bank is in my name, it is the same bank I used to make a deposit, and they could see that I never received the withdrawal. I was told that finances would investigate but I have yet to hear from them. Know it is going on 2 months. So if I were you don't play here not only do you lose your money that you deposit, but the money you won.

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Dear Lms0517,

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.

• Have you made any successful withdrawals before?
• Could you please confirm whether you have provided the bank statement requested by the casino?

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

No I had never requested a withdrawal before that was the first time. And yes I have sent a bank statement many times to the in forma of PDF and screen shots many times. They just reply with " we a sent your case to the financial team to investigate" after that I don't hear from them until I start emailing them again. Thank you so much for your attention. I don't like reporting people or company's but they are so hard on us for the registrations and verifications to be able to play on there casinos, I think it is only fair that they hold up there end of the deal by paying us what we win.

Dear Lms0517, thank you for your response. To ensure that I understand your situation correctly, is the casino alleging that you are using payment methods that are not registered in your name? If this is the case, could you please clarify whether you were ever aware of using payment methods that belong to someone else?

Thank you for your patience and cooperation.

Reply, to Attila,

No I have never used a different bank account it has been just one bank account and it is in my name. I have give my bank statement more than four times for all of the month a of December. I have just received an email 2 days ago now stating that the bank statement I am sending is not the same bank account used, which is really hard for me to believe because on that same statement is the deposit I made to the casino, so I don't understand why they are saying that. And on top of it my account on the casino now has restrictions on it. I think all of this is really unfair, the casinos ask us for so many documents and IDs so we can play on their casino but than they can't give us the money we win. Look my bank account that I have is through dólar and which is a digital bank, but I have an account for Mexico and an account for the united states, they are 2 accounts but it is one everything sent or add to either one is all connected to one, the is only one statement for both, so on the bank statement it only has the information for the united states account but it has all transactions from both accounts. I have tried to explain this to the casino and really the financial team should be aware of this anyways. It is used like a normal bank, I even have the credit card for it. My last email to them I did get angry because for almost 3 months now all I get are excuses. Sure hope this problem is fixed and does not happen to more people,

Dear Lms0517,

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 (miroslava.d@casino.guru). 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,

Attila

Responde to Attila,

Thank you so much for your attention, I will be waiting for a reply than and with out any problem I will give any info and my bank statement to the person that is going to be helping me. I really don't like to complain but when I get responses like I have been getting from this casino it is all just really unnecessary, again I thank you for your attention.

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.

Reply to Mirka and Attila

I would like to thank you both for your attention in this matter. The casino finally sent me what I had asked for 2 months ago. They kept telling me that the money was sent correctly and successfuly, and I had asked for a copy of the transaction so that if it was ture my bank could look into it. Well last night I got an email from them with an attachment of the transaction. I sent it right away to my bank and here is the problem. Since the casino gets your bank information when you make a deposit to them and don't ask you for your account information what they got from my deposit was the bank information and the bank personal account, they did not receive my personal account information. So my bank is now checking on this and hopefully by Monday or Tuesday I will receive my money. So I thank you so very much case is resolved. But I will not be returning to play as much as I really liked their slots and bingo games I can't trust that everytime I do a withdrawal the same thing won't happen. Good luck and again thank you

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Lms0517,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka