The player from Chile has requested a withdrawal more than three weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Since we have not received any response from the casino, we were forced to close this complaint as 'unresolved'.
PlayUZU Casino - Player’s withdrawal has been delayed.
Black points: 202
Amount: $500,000 CLP
PlayUZU Casino
Safety Index:HighSafety Index
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8.5
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Since August 12 I have been trying to make withdrawals from the platform, my account is already verified and I made a withdrawal earlier in the month of July, but now they tell me that there is a technical issue or that they are undergoing maintenance work, but there are always an excuse for not managing withdrawals through the platform. My messages in their RRSS are deleted and ignored, the emails to technical support are not answered and the only ones who respond are the online chat executives but they say that phrase and end the conversation unilaterally, I have asked for deadlines and nothing. I need my money because the profits are mine.
Automatic translation:
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2 years ago
Dear caro_3377,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?
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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
Translation
Good morning, I am not claiming for a delayed withdrawal, my complaint is because the platform does not even allow the withdrawal request, you cannot manage withdrawal requests because a system error appears, please review my screenshots.
Automatic translation:
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2 years ago
Thank you very much, caro_3377, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello caro_3377,
This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.
Dear PlayUZU Casino,
Could you please provide some information regarding the system error which causes the problem with the withdrawal request for the player?
Thank you for your cooperation.
Kind regards,
Tomas
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Dear caro_3377,
I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I wish I could be of more help.
Kind regards,
Tomas
