The player from Mexico faced difficulties withdrawing funds from the casino, which continued to hold his money and provided generic responses regarding the delay. Despite having requested a two-month self-exclusion to avoid temptation, he found an easy option to cancel it, raising concerns about the casino's practices. The Complaints Team acknowledged the player's frustrations regarding previous experiences and the current withdrawal delay, emphasizing that they were ready to assist if the situation did not resolve within the specified timeframe. However, due to a lack of response from the player, the complaint was ultimately rejected.
PlayUZU Casino MX - Player's withdrawal is delayed and account issues persist.
Amount: Mex$15,000
PlayUZU Casino MX
Safety Index:HighSafety Index
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8.5
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
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1 month ago
Translation
I have requested a withdrawal, but the casino keeps holding my money. The customer service just copies and pastes the same generic response: "there is no estimated time."
In 2022, I had exactly the same issue with this site. I hadn't deposited any money since then until now, and it's unbelievable that, years later, they still follow the same practices. It's clear they don't like to pay.
To avoid the temptation to cancel the withdrawal and spend the balance, I requested a self-exclusion for two months. However, when I logged into my account, a window popped up that allows me to cancel this self-exclusion with one click. What's the purpose of this feature if it's so easy to undo?
It's obvious the site is delaying the payment to make me frustrated, cancel the withdrawal, and spend the money. They don't even bother to hide it. But this time, I'm not going to give them the satisfaction.
Automatic translation:
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1 month ago
Dear jfernandez1283,
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 the 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, please, let us know and we will intervene and try to help you.
Also, can you please specify how you activated your self-exclusion? Was it through your profile, or did you contact support via live chat or email? Did you specify the reason for your self-exclusion?
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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1 month ago
Translation
I appreciate your attention and the space to present my complaint. I have been a player for years and have been a client of various platforms, accumulating both positive experiences and some inconveniences, mainly in the matter of payments. Precisely for this reason, I value the existence of a site like yours.
Regarding my withdrawal request, I understand that the waiting time is still short. However, I have decided to submit my complaint due to certain similarities with a previous experience I had on the same site, which I mentioned in my previous message. On that occasion, after a rough patch, I made multiple deposits until I made a profit of approximately $50,000 MXN. Although this amount did not cover even half of what I had invested, I decided to withdraw it to minimize my losses. However, at that point the delays and generic responses began, a situation that, unfortunately, I see reflected again in this process.
I remember being patient for three weeks without getting a resolution. Finally, in a moment of frustration and weakness, I ended up cancelling the withdrawal and losing everything. To prevent something similar from happening again, I opted for the most direct way to show that my intention is to receive the payment without the possibility of playing it again. From the site menu, with my session started, I requested a 2-month self-exclusion, which prevents me from depositing funds or using money in the games but allows me to log in and request withdrawals. Later, I sent an email notifying this decision, with the intention of making it clear that this time there is no possibility to cancel the withdrawal and play it again.
And what was my surprise when I entered my account to check the status of my withdrawal, a pop-up window like the one attached in the image, welcoming me and offering me the option to cancel my 2-month self-exclusion with a single click.
I honestly find this worrying, as these types of "safe play" tools should exist to protect players, not to incentivize the cancellation of decisions that seek to promote responsible control. This situation calls into question the seriousness and real purpose of such functions within the platform.
Fortunately, I am very clear about my position and at no point did I contemplate cancelling my withdrawal or spending the funds, so unfortunately this only reinforces my suspicion that the withdrawal process will be unnecessarily prolonged.
On the other hand, regarding the issue of verifications that you mentioned previously, I want to clarify that I always verify my accounts before making any money movement, precisely to avoid this type of setback. PlayUZU was no exception, since my account is fully verified on two occasions, the first since 2022 and the second a few days ago just before starting the game. Therefore, I do not find any valid reason to justify this delay, except for the concerns that I have already expressed in this message.
I appreciate your attention.
I wish you a good start to the week.
Kind regards,
Automatic translation:
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1 month ago
Thank you very much for your detailed response. We genuinely appreciate the opportunity to assist you, and I understand your frustration based on your previous and current experiences.
Regarding the delay with your withdrawal, I completely acknowledge your concerns. While it's common for withdrawals to take some time, especially during periods of high demand, I can understand how frustrating it must be, especially with a history of similar issues. Please rest assured that if the delay continues beyond the 14-day waiting period, we are here to help escalate the matter.
It’s great to hear that your account is fully verified, and that you’ve been proactive in preventing any setbacks related to KYC verification. Since you’ve mentioned that this is not the issue causing the delay, I would recommend keeping close communication with the casino’s customer service team to get an update on your withdrawal request. If the process continues to be delayed without proper communication, we will intervene on your behalf and advocate for a resolution.
I truly hope your withdrawal will be processed promptly, and that you won’t have to go through the same experience again. Please keep me updated if you don’t receive your winnings by February 14, and I will do everything I can to help.
