PlayUZU Casino ES - Player's withdrawal has been delayed.

Hello, good evening. I have an issue with Playuzu.

I requested a withdrawal of 1300 euros, which was successfully approved but the money never arrived. They told me that it was a problem with my bank, which wasn't processing the transfer (I spoke with my bank and they said no transfer had been received).

After many messages and them asking me to wait 7 days and send a bank statement in PDF, etc., they told me that my case would be referred to the collections department for a detailed review. It has now been five days and I have not heard back from them.

I would appreciate your help.

Thank you.

Dear leoagag3232,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify when exactly you submitted your withdrawal request?

Have you made any successful withdrawals from this casino before?

Did you make sure to submit the correct payment details when you submitted your withdrawal request?

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

Best regards

Veronika

Good morning Veronica, I requested the withdrawal exactly on July 26th.

Yes, I have withdrawn several times at this casino and it has always been successful.

And I also made sure that the data was correct.

Thank you

Thank you for your response. Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.l@casino.guru.

Good afternoon Veronika, I have sent you several emails with the conversations held with the Playuzu casino, in one of them is the PDF sent.

I hope this helps, I also have chat screenshots but they only tell me to wait.

Thank you for your emails. However, I have not received the PDF you mentioned. Could you please check if you sent it to the correct address veronika.l@casino.guru and forward it to me again? Thank you for your patience and cooperation.

Good morning Veronika, I sent it in one of the emails I sent you, anyway I will look for it and send it to you.

Thank you

I have already sent you the document with the email

Thank you very much, leoagag3232, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you leoagag3232 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PlayUZU Casino ES for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hi Peter, I'd like to let you know that the transfer has already been received. Thanks for everything. Best regards.

Dear leoagag3232,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter