The player from Spain has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
PlayUZU Casino ES - Player’s winnings haven’t been received yet.
Amount: €300
PlayUZU Casino ES
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Sensitive attachment
Sensitive attachment
1 year ago
Translation
On 11/26 I requested a withdrawal on my WISE card, which is the one I use to bet (and with which I had made the deposits).
After making the withdrawal request, I received an email from playuzu requesting the bank details of that card (BIC, IBAN, account number, etc). Immediately reply to said email with the requested information, in addition to requesting IN WRITING that they confirm if they need any more information.
The next day I find that the request has been canceled and that the balance is back in my game account. When I contact support, they first tell me that the IBAN is wrong. After checking and seeing that the IBAN is completely CORRECT, they tell me that one of the terms and conditions is that the bank account is Spanish.
After reviewing the T&C I see that this is completely false and I contact support again. They send me an email telling me that indeed, the terms and conditions are not true, but that they are not "accustomed" to paying in accounts that are not Spanish and that I can send them a Spanish account.
In the end, to save me headaches, I send them a Spanish account, with all the bank details and photo of the associated card, so they can verify everything and send me my money.
Well, even as of 11/29/2022 my payment has not yet been processed. Yesterday I tried to contact support and I was literally 40 minutes waiting for someone to answer me on the live chat, since they have not answered any of the 3 emails I sent them.
They do not answer emails, in the live chat they do not give me any solution and there is no phone number to call.
I don't understand how Playuzu has a "very good reputation" on casino.guru. I have never had such a bad experience with a casino and I have NEVER seen such a bad customer support team.
Automatic translation:
Public
Public
1 year ago
Dear javierR,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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