The player from Spain is experiencing issues with his withdrawal. The player later managed to contact the casino support and his money was paid out. Therefore we marked this complaint as resolved.
PlayUZU Casino ES - Player's withdrawal has been delayed.
Amount: €4,600
PlayUZU Casino ES
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.5
PlayUZU Casino ES has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
On day 7 request a withdrawal of 4600 euros by visa (method by which I have ALWAYS deposited and withdrawn large amounts).
After several conversations and complaints exposed by me, given that more than 24 hours had passed and the withdrawal was not authorized (24 hours is the maximum it can take according to their website) I finally get them to authorize it.
When I get the confirmation email (tilín tilín the train of money arrives) I take it for granted that everything is ok and I check if I received the deposit and surprise!!!! The income was not. ALL the withdrawals that I have made by visa have reached me instantly, which is why it seems strange to me because it always arrives at the same moment that the mail arrives)
I contact att again by chat and to my surprise they tell me that it has been processed by bank transfer since it was a large amount (visa processes much higher amounts without problem) in short, I could not believe it, I think that before to send the money by another method different from the one chosen by the player, the least they should do is contact the client and ask or warn him how to proceed, more than anything why that account may be in disuse or canceled and leads to a longer delay in receiving the funds by the client.
Well, that account does not exist since it was Bankia's account number and when it merged with Caixabank we changed the number and after calling CaixaBank they assured me that it would not reach my new account.
I indicate it through the chat and the solution in this regard is: wait for it to arrive back (3,4,5...days) and then request the withdrawal to a new account that you provide and then in 7 days you would have the money . 10, 11, 12 .... days to receive my money? I tell the girl to please cancel the transfer (it had been 10 minutes since they "made it") and she tells me that withdrawals cannot be canceled (on her website it says that they can be cancelled)
For all these reasons, I request the cancellation of the transfer and the replenishment of the funds in the uzu account or, on the contrary, the payment in visa.
PS: all this being a Celebrity that if I don't become one....
Thank you.
Automatic translation:
Public
Public
2 years ago
Hello Mikel,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the casino has sent your withdrawal to the incorrect bank account? Have you made any successful withdrawals before?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hi Kristina, thank you for your prompt response. If of course I have made several withdrawals by visa, the earnings of said funds were charged with a visa, for which I proceeded to make the refund in the visa since it is the method with which I have always made the deposits.
The casino proceeded to send the funds to an account that I had not used for a long time and with which I have never made any deposits, they have that bank account because they requested it from me a long time ago to make a refund since previously I did not I had a visa and MasterCard was not possible.
I send you by email the captures of the conversations. All the best
Automatic translation:
Public
Public
2 years ago
Translation
I forgot to send you the proof that they lie in chat conversations. When they told me that they could not pay me €4,600 per visa, why was the amount high?
As you can see previously they had already given me one of 5000 euros so that they lie is more than proven as you can see.
Automatic translation:
Public
Public
2 years ago
Translation
After requesting to speak with a person in charge and providing him with everything described above, he proceeded to send the money to my account. For which I thank you for everything and request that the case be closed.
All the best
Automatic translation:
Public
Public
2 years ago
Translation
After the call of a person in charge of the casino and exposing everything that happened, they proceeded to pay me the money today, for which I request that the case be closed.
And thank you to all the Guru casino team.
All the best
Automatic translation:
Public
Public
2 years ago
Awesome news, Mikel83! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
