PlayUZU Casino MX - Player's withdrawal is delayed and account is restricted.

At UZU my account, user, etc. Are verified and in the past I have requested withdrawals so many times without any issue , but On September 19, I requested a withdrawal of 179 pesos to my bank acct as usual and they did not make the deposit. Then I contacted them on September 25 and they requested my bank account statement, I explained the lady that my account runs from 21st to 20th each month, and I wasn’t able to get an statement, that would include up to sept 25, then they suggested to wait until October to get the statement they want. By October the same situation happened again, now they restricted my account and I don’t have my money. I know it’s just a little money, but this can happen to anyone with greater amounts.

Dear carloscardenasm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Can you access your casino account, since it is restricted?

Have you provided the casino with the bank statement?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Dear carloscardenasm,

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.

I can access my account but can’t play any game.

I did provide them bank statements up to oct 20th (my cut day)

My winnings are not related to bonus

Dear carloscardenasm, do you have any updates on the withdrawal?

Could you please send me the bank statement you provided to the casino? My email is dominika.l@casino.guru.

Dear carloscardenasm,

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.

No updates at all, I’ll send you my bank statements right now

Thank you very much, carloscardenasm, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear carloscardenasm,

I have reviewed your case and I am sorry to hear about the difficulties you are experiencing with the verification process. I will reach out to the casino on your behalf to see how we can resolve this issue once they respond.

Dear PlayUZU Casino MX,

I would like to invite you to join this conversation to assist in resolving the player’s complaint. Could you please provide more information regarding this case? Specifically, could you explain why the documents submitted were not accepted for verification? Additionally, do you need to verify any deposits from the bank statements?

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email: natalia.b@casino.guru

Kind regards, 

Natalia

Dear Carloscardenasm, I contacted a casino representative, who informed me about a successful withdrawal processed on September 19th. You provided a bank statement for another account. The payment was sent to the account ending with **89043. Please check if the payment was received there. You can also use a tracking key: 199780108.

I don’t have an account ending 89043, we are circling back to day 1 lol

if they paid me as you mentioned (they didn’t) on sept 19th, why did they requested me the bank statements, why they said they needed to escalate, it doesn’t make any sense…

Dear Carloscardenasm,

A bank statement was requested because you claimed that you did not receive the payment. Bank statements are necessary to verify such claims.

In your case, it seems the bank account number used for the withdrawal is different from the one you provided to support your claim of non-receipt.

Could you please confirm whether you entered your bank account number manually or if it was auto-filled? Based on the information we have, players are responsible for entering their own withdrawal information; the casino can only approve or deny the request and cannot modify any of the data you provide.

I will reach out to the casino again to double-check this information.

hello Natalia,

As per my previous message, I don’t have any account ending **89043. Also the account shown in the bank statement, is the only account I’d ever used with play uzu.

Also, I received this answer when asking them about my withdrawal. So it doesn’t make any sense when they told you they already paid me

Dear Carloscardenasm, Sorry for the delayed updates. I discovered that the money was sent to the same payment method you used for depositing (SPEI). There were some miscommunications. However, after checking again with the relevant team, a casino representative confirmed that you had to enter only the amount you wanted to withdraw because the withdrawal method was the same as the deposit.

Hello Natalia, I previously shared with you the bank statements where they "made the deposit" and it’s not there. In México every transfer has a unique tracking number (clave de rastreo), that should look like this MBANO10024121600****2991please ask them for that number.

Dear carloscardenasm, you previously mentioned that you used the only payment method and you had successful withdrawals in the past. Could you please mark them in your bank statement as well as with the successful deposits to the casino? You can send these details to my email address at natalia.b@casino.guru, alternatively, you can post them here. In the meantime, I'll check if the casino has another tracking number except for what was provided (199780108).

Dear carloscardenasm,

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.

I get the same response from the casino, "we are working on this issue and will get back to you as soon as possible"

Dear carloscardenasm, can you specify in the text or highlight directly in your bank statement the deposits you made to the casino and successful withdrawals you had from the casino in the past? Unfortunately, I haven't received any information from you, despite asking you 3 weeks ago.

Dear carloscardenasm,

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.

Unfortunately, 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.