The player from Spain had his account blocked after he had earned 4000 Euros. The casino's customer service had cited a technical problem and had removed most of his winnings, leaving a balance of 10 Euros. The player had threatened legal action. We had requested evidence from the player and had reached out to the casino for clarification. The casino had informed us that the issue was resolved and the confiscated funds were returned to the player. However, despite our efforts to confirm this resolution with the player, we had received no response. As such, we were unable to further investigate and had to reject the complaint.
PlayUZU Casino ES - Player's account has been blocked due to claimed technical issues.
Amount: €4,000
PlayUZU Casino ES
Safety Index:HighSafety Index
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8.5
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Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
Translation
I've earned revenues through my own personal funds, amounting to 4000 euros. Today, I attempted to access my account and discovered it has been blocked.
I've reached out to customer service and this was their response.
I want to know if I can possibly take any legal action to retrieve the profits I've made legally and fairly since I have been scammed.
D
Dina
Welcome to the PlayUZU chat, Juan Carlos:
I'm Dina, the Celebrity Club Agent at PlayUZU, and it will be a pleasure to assist you.😊
Thank you so much for contacting us via chat.
I'm going to review your account, just a moment.
I'm with you now, thank you for your patience.u
Upon reviewing your account, I have confirmed that there was an issue with the games due to a discovered technical problem pertaining to the game's functionality, as for us ensuring a clear and fair gaming environment is essential.
As per our Rewards Policy, specifically point 5: In case an incorrect technical setup results in the wrong amount of Free Spins or UZU Wheel Spins, we reserve the right to make a correction by eliminating the obtained profits and adding back the reward with the correct configuration.
This situation has occurred, the profits obtained through this technical error have been removed, and the correct profit has been added back again.
Apologies for any inconvenience this may have caused.
Can I assist you with anything else?
I don't understand
I barely used the free spins
only those I obtained with rewards
That you gave me
96% of what I bet was real money that I put in
can I access my account now?
30 minutes ago
D
Dina
It doesn't have to be the specific case of free spins, we're discussing a technical error where incorrect profits or rewards are obtained, in that case, as is this situation, the casino reserves the right to correct the issue by eliminating the profits obtained.
which incorrect profits?
29 minutes ago
D
Dina
At present, the issue is still ongoing, so you can't access your account for now.
can you break it down for me?
what's the current balance of my account?
28 minutes ago
D
Dina
You had total profits of 4.062.10 EUR, from those profits the total amount has been removed due to a gaming technical error, and 10 EUR has been accredited to you, which is the corresponding amount.
Your balance right now is 10 EUR.
how can that be possible
I had 200 euros
I started to play
and I made that money
fair and square
you're stealing from me
I don't understand
How can 4000 euros of profits be withdrawn
25 minutes ago
D
Dina
In that case, once you can access the account and perform all necessary verifications, you can let us know so that it can be reported.
The profits were incorrect, Juan Carlos, which is why, as indicated by the Terms and Conditions of our platform, the casino reserves the right to correct or eliminate it.
I deeply apologize for any inconvenience this issue may have caused.
Why were they incorrect?
I won them playing several slots
It's a complete rip-off
Not just inconvenience
A robbery
22 minutes ago
D
Dina
As I mentioned earlier, the issue originates from the games.
I'm going to report the organization to DGOJ
22 minutes ago
D
Dina
I understand your frustration, and we respect any action you choose to take.
how can it come from there
if they gave me the prizes correctly
you've just decided they're not legal
because I won them
Negative reviews everywhere
20 minutes ago
D
Dina
The game issue comes from a technical problem, which has caused the malfunctioning of the games.
so from the 4120 euros I won fair and square
you've left me with 10 euros in the account
What is this technical issue?
Sometimes you have to give money instead of just receiving it, and when it's your turn to give, you claim it's a technical problem and withdraw my winnings
what a complete scam.
worst casino in the world
17 minutes ago
New Messages
D
Dina
I deeply regret the inconvenience, Juan Carlos, and I understand your action and distress.
If you need anything else, don't hesitate to contact us again via chat or email vip@playuzu.es We'll be more than happy to help you!
It was a pleasure assisting you. Take care!
Sent. Thank you for your feedback!
I need help to see if I can sue these thieves who have scammed me.
Automatic translation:
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7 months ago
Dear Pablitobienbe,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history in Excel format along with any relevant communication to veronika.l@casino.guru? You may request your gaming history directly from the casino.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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7 months ago
Translation
I'll send you the evidence I have by email or here
Automatic translation:
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7 months ago
Thank you very much, Pablitobienbe, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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7 months ago
Hello Pablitobienbe,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite PlayUZU Casino ES to join the conversation and participate in the resolution of this complaint.
Dear PlayUZU Casino ES,
Can you please provide more information regarding the technical issue? How has this culminated in the confiscation of the player's funds in their entirety?
Kind regards,
Adam
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7 months ago
Hello Pablitobienbe,
I received information from the casino that this matter has been resolved and the funds that were mistakenly removed have already been returned to you.
Can you please confirm this?
Kind regards,
Adam
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7 months ago
Dear Pablitobienbe,
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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7 months ago
Although it seems that the situation may have been resolved, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint. The player can reopen this complaint at any time.
Kind regards,
Adam
