The player from Spain faces issues withdrawing money from the casino, as they are prompted to verify documentation despite having already completed the verification process. The system does not allow him to upload the documents again, preventing him from accessing his winnings.
PlayUZU Casino ES - Player's withdrawal process is delayed.
Amount: €400
PlayUZU Casino ES
Safety Index:HighSafety Index
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8.5
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Case opened
Current status
Waiting for player to reply
5d 6h 41m 32s
Case summary
2 days ago
Public
Public
1 week ago
Translation
Hello, for some time now I've only been able to deposit money, but when I try to withdraw, it tells me that I need to verify documentation. When I click to send documents, it says they are already verified, and it doesn't let me upload them again or withdraw money. It shows that my ID and credit card are already verified. I urgently need help, please. I don't understand why there are so many issues withdrawing my money, but no need to verify when depositing... help.
Automatic translation:
Public
Public
1 week ago
Dear puntooojaen,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayUZU Casino ES.
Please allow me to ask you a few questions, so I can better understand the situation.
- Were you able to withdraw successfully in the past?
- Were you able to contact casino support and ask for assistance regarding the issue? Have you received any response?
- Have you deposited using just your verified bank card in the casino?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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Public
2 days ago
Thanks for your emails and messages.
- Did the casino suggest you send the proof of ownership of the card via email?
- Could you please share your communication with casino support regarding the issue so we may review it?
- Please share the communication with casino support you saved where you discuss the issue. Send it to my email at tomas@casino.guru
puntooojaen has 5d 6h 41m 32s to reply
