PlayUZU Casino - Player’s withdrawal has been delayed.

Hello, I have not been able to withdraw my money. At first everything was fine but then they asked me for payment papers and they asked me for 3 months December January and February 2023 and also the bank statements of each month to verify that my money arrived. It seems somewhat excessive to me but I sent them anyway. It's been a month now and they haven't verified my documents and I haven't been able to withdraw the money for a month on this. It is very difficult. The support only tells me to wait for the team to verify the document and so I have a month and nothing that allows me to withdraw the money.

Dear pedrosalvadorc17,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, thank you very much for answering. My account already had a kyc, I had sent a bank statement payroll, capture of payment methods and my identity documents. Then I could not withdraw and they began to ask me for more documents which I have provided 1 MONTH AGO. If they were a serious casino, they would not last 1 month verifying documents. I also think that there are many documents that are embargoed to avoid anything I have sent them and I have already waited a long time and they do not verify to be able to withdraw my money. I feel like they scammed me.

Thank you very much, pedrosalvadorc17, for providing all the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@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.  

Dear pedrosalvadorc17,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask PlayUZU Casino to join the conversation and aid in the resolution of this complaint.

Hello Veronika, thank you very much for being in charge, I hope this issue is resolved soon because it has been a long time since my documents have been verified and they do not let me withdraw my money. Stay tuned

Dear pedrosalvadorc17,

I got in touch with the casino representative and they told me that your account is currently being reviewed and the support team will contact you for any additional documentation/information needed. The casino representative will inform me about the outcome of the review of your account soon.

Hello dear Veronica. If I agree with what they told you, it's the same thing they tell me, and it's every day and it's been like this for more than a month, that's why I come here to file the complaint because for more than a month they have been telling me the same thing that they indicated to you. And me with my money withheld 🙁 playuzu is a scam. What's more, they don't even show their faces here because the only thing they say is that the team in charge is reviewing and that according to what they will review as soon as possible, but I repeat ONE MONTH THEY HAVE ME WITH THE SAME WORDS

This casino will never respond, they are scammers who stole my money. Please help me to recover them. Since the chat only tells me the same thing, keep waiting for the documents to be validated, please help

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’ which may negatively affect its rating.

Hi Veronika, if they close the claim then how can I get my money back? Where can I report them to which entity that regulates them, could you please help me, these people could not only scam me and I don't want them to scam other people. Could you please guide me to file a complaint with those who regulate it and get my money back

Dear pedrosalvadorc17, today I was in contact with the casino representative and he repeated that he'd check with the relevant department if there were any updates in your case. However, he hasn't provided me with any more details so far.

I understand that the lengthy verification process is frustrating for you and I agree that it definitely shouldn't take more than a month without a clear explanation from the casino's side. We at Casino Guru try to help the players as much as we can, but our powers are limited. However, the PlayUZU Casino operates with a valid Malta license, which means that you may submit a complaint directly to the Malta Gaming Authority at https://www.mga.org.mt/player-hub/lodge-a-complaint/

Hello dear Verónika, thank you very much for answering. Even if I write to you 100 times, they will always say the same thing. I have done it for a long time and they only say that. You have to wait, I already sent a new query to the department or they say they send a notification to speed up the process but it's impossible, these people just always say the same thing. I will enter the link to file a complaint with those who regulate it.

Dear pedrosalvadorc17,

I have tried to contact the casino repeatedly but had no success in the resolution of your case. Although I got in touch with a casino representative via Skype, he couldn't explain why the verification of your account has been taking so long. He said he would give me more information once the account review was over, but I've asked him about updates several times, and I haven't obtained any acceptable answer yet.

I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Malta Gaming Authority, as I already mentioned in one of my previous responses (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the authority responded if you can do this on your own (veronika.l@casino.guru). I am sorry I could not be of more help on this occasion.

The casino can reopen this complaint anytime.

Kind regards,

Veronika