PlayUZU Casino MX - プレイヤーのアカウントは予告なく閉鎖されました。

in a 20 peso play I won 7400 and when I wanted to withdraw they asked me to verify my identity when my account was already verified in fact I had already made previous withdrawals but they were minimal they did not exceed 1000 and it turns out that I won this amount and they asked me to verify identity because they were not updating my voter ID I sent them the one I had and they canceled my account and without notifying me I had to open another account to claim and still they did not answer me it seems unfair to me why trust play uzu I liked to play in that casino and they played me badly I did not think their treatment was fair to one I hope they help me so that play uzu pays me because the truth is that that day that money was going to get me out of trouble and that is why I sent my expired INE but they only shielded themselves by saying that I was misusing documents and they canceled my account with a level 15 account, that is, level 15 I had not been playing for 1 week to be level 15 having all my other data well and I said I have another document, no, since I had already won 7400 they couldn't do anything and the only thing they did was delete my account and since I no longer had my email and number I registered because as I said I hadn't been playing for a week I had been a Play Uzu customer for some time.

en una jugada de 20 pesos gane 7400 y al querer retirar me piden verificar mi identidad cuando mi cuenta ya estaba verificada de echo ya avía echo retiros anteriores pero eran mínimos no pasaban de los 1000 y resulta que gane está cantidad y me piden verificar identidad por cuestiones de que no estaban actualizando credencial para votar les mandé la que tenía y me cancelaron mi cuenta y sin avisarme tuve que abrir otra cuenta para reclamar y aún así no me contestaban se me hace injusto por qué confía en play uzu me gustaba jugar en ese casino y me jugó mal no se me hizo justo su trato a uno ojalá me ayuden para que play uzu me pague por qué la verdad ese día ese dinero me IVA a sacar de un apuro y por eso envié mi INE vencido pero solo se escudaron diciendo que estaba asiendo mal uso de documentos y me cancelaron mi cuenta con un nivel 15 de cuenta osea nivel 15 no llevaba 1 semana jugando para ser nivel 15 teniendo todos mis otros datos bien y yo diciendo tengo otro documento no pues como avía ganado 7400 no podían hacer nada y lo único que hicieron fue eliminar mi cuenta y como ya no contaba con mi correo y número que me registre por qué como dije no llevaba 1 semana jugando ya tenía tiempo siendo cliente de play uzu

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayUZU Casino MX.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you achieved your winnings on your original account?
• What was the reason the online casino closed your account?
• Which documents have you submitted in order to verify your original player's account?
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

They only closed my account with a price notice, I presented my professional ID and if I had screenshots until when I won and in what game, but my cell phone was formatted but I do believe I have emails if you want to send them but to which email, I hope you help me because the play uzu deal was very unfair to me because I started playing in December November 2024 and the truth is my player level was 12 or something like that, meaning that if I invested I lost more than I won, but I played and when I won a large amount they asked me what I paid that I wanted to withdraw the money and I told them well, why did I win right away, the truth is that day I was lucky with that roll worth 20 pesos I got a multiplier and free spins and I won 7350 something like that, thank you for the support

Solo cerraron mi cuneta son precio aviso presente mi cédula profesional y si tenía capturas asta de cuando gane y en que juego pero se me formateo el celular pero si creo tengo correos si quiere de los mando pero a qué correo ojalá me ayude por qué de me hizo muy injusto el trato de play uzu por qué yo empecé a jugar en diciembre noviembre del 2024 y la verdad mip nivel de jugador era 12 o algo así osea que si le invertia perdí más de lo que gane pero jugaba y cuando gane una cantidad fuerte me cuestionariom que paga que quería sacar el dinero y les dije pues por qué les gane justo la verdad ese día tuve suerte con esa tirada de valor de 20 pesos me salió multiplicador y giros gratosygane los 7350 algo así gracias por el apoyo

And when I opened the other account they told me that any account that was opened with my information, meaning that VAT was included, it was blocked, meaning they banned me from the casino for claiming a profit that I won fairly and legally. They told me what the urgency was and that day I had already bet like 1500 and it was my last money and I won and well I was happy because I said wooo I'm going to pay debts but it turned out worse and to this day I say I'm in debt because I could no longer count on that money

A y cuando abrí la otra cuenta me dijeron que cuankier cuenta con fuera abierta con información mia osea que coninsidiera IVA ahcarr bloqueada osea me vetaron del casino por reclamar una ganancia que gane justamente y legalmente me dijeron que cuál era la urgencia y yo ese día ya avía apostado como 1500 y era mi último dinero que tenía y me gane y pues me alegre por qué dije wooo voy a pagar deudas pero salió peor y asta la fecha digo endeudado por qué ya no pude contar con ese dinero

I still haven't received an answer.

Sigo sin respuesta

Thanks for your patience and the information you shared.

When was the last time you were in contact with casino support regarding the issue?

Could you please share a more recent communication between you and the casino regarding your win and the account closure of your original account?

Send the information to my email at tomas@casino.guru

I emailed you the last conversation I had with them; that's the last one I have. My phone was formatted, and I lost all the screenshots I had of the incident, but the ones I emailed you were the last thing they told me. Let me see if I have more; I'll send them to you. Tell me what else you need so we can resolve this.

Te mandé por correo la última conversación que tuve con ellos esa es la última que tengo y si se formateo mi teléfono y perdí todo las capturas que tenía del echó pero las que te mandé por correo fue lo último que me dijeron deja ver si tengo más te las hago llegar dime qué más nesecitas para que se pueda solucionar

Dear Yayis31,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite PlayUZU Casino MX representative to join this conversation.

Dear PlayUZU Casino MX,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear player,

I am communicating with the casino outside of this thread. I will notify you, when there are any updates.

Dear player,

Could you please forward me the documents you sent to the casino to miroslava.d@casino.guru for review?

Thank you.

Dear player,

After checking your documents, I see some issues, that generally prevent a completion of a verification process.

Your selfie with the ID card is in very low quality - please retake mentioned selfie in the best quality possible - all text should be clearly readable.

Also, "CREDENCIAL PARA VOTAR" is only valid until 2024 - expired documents cannot be used for verification purposes. Please provide a valid version, and explanation.

Please note, that without providing all of the required documents, verification is not possible. Please forward me the documents with the mentioned changes, after you submit them to the casino.

I can't send them to the casino because the casino closed my account, and my credential was still valid at that time. Credentials that expired in 2024 were still valid until 2025, but in early 2025, elections were starting, and credentials that expired in 2024 were valid until after July, meaning August, because of the election period. My credential was valid until August 2025. I didn't send a selfie to the casino; I sent my INE (Mexican voter ID) to the casino, and they refused to verify an account that was already verified. I also have my professional license, which is also valid in Mexico as official identification. My license is recognized at Betboom Casino. I just verified my license with it without any problems. So, I don't know what Playuzu Casino wants to pay me the money that's still in my account.

No puedo mandarlos al casino por qué el casino cerró mi cuenta y mi credencial era válida todavía en ese momento las credenciales vencidas en 2024 eran validad todavía asta el 2025 pero en el 2025 inicios empezaba a ver elecciones y las credenciales 2024 vencidas eran validad asta pasar el julio osea agosto por el tiempo de elecciones mi credencial era válida asta el mes de agosto del 2025 yo no mandé selfie al casino yo mandé mi INE al casino y ellos se negaron a verificar una cuenta que ya estaba verificada señorita y tengo mi cédula profesional que también es válida en México como identificación oficial es pratificada mi cédula en casino betboom acabo de verificar con mi cédula sin problemas entonces yo no sé que quiere el casino playuzu para pagarme ese dinero que se quedó en mi cuenta

Dear player,

I am communicating with the casino outside of this thread. I will notify you, when there are any updates.

Thank you for your patience.

Thank you, I appreciate the support

Gracias agradezco el apoyo

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.

Dear player,

Could you please confirm, if you have obtained a new voter ID since August?

Could you also send me a selfie with your employment ID in a better quality?

Thank you.

Okay, I'll send it to your email.

Ok la mando a su correo

Okay, I've already sent them to your email. I hope to hear back soon. Thank you.

Listo ya las mande a su correo espero pronta respuesta gracias

Dear player,

I haven't received response to this question:

Could you please confirm, if you have obtained a new voter ID since August?

I'm not using the same credential anymore, it's expired.

Una nueva no sigo con la misma credencial que ya venció

Dear player,

I received information from the casino, that your withdrawal has been paid out. Could you please confirm that?

Thank you.

No, I haven't received anything. I don't know which account it was sent to. Could you please send me the information by email?

No no me a llegado nada no se a qué cuenta lo mandaron me podría mandar mejor la información por correo por favor

They also unlocked my account. I'd like more precise details about which account Play Uzu deposited the money into. I haven't received anything and I don't have access to my account that they blocked.

Entonces también desbloquearon mi cuenta quisiera más datos precisos a qué cuenta según play uzu me deposito no e recibido nada y no tengo acceso AMI cuenta que blokesron

I confirm. I haven't received anything from Play Uzu. My account is still blocked. I can't access my casino account, and I certainly haven't received any deposits from Play Uzu. If they say I have, I want to see the details of which account they supposedly sent the money to. I've already checked my cards, and I don't have anything. Thank you.

Afirmo. No e recibido nada de parte de play uzu mi cuenta sigue blokeaada no puedo ingresar ala cuenta del casino y mucho menos tengo algún deposito de parte de play uzu si ellos dices que si quiero ver datos a qué cuenta supuestamente la mandaron ya rebice mis tarjetas y no no tengo nada gracias

"Hello Mirka, I have checked my bank account and payment methods, and I have NOT received any deposit from PlayUZU. Since my account is still blocked, I cannot check the transaction history within the platform. I kindly request that the casino provide proof of payment (ARN, transaction number, or screenshot) so I can trace it with my bank."

​"Hola Mirka, he revisado mi cuenta bancaria y mis métodos de pago, y NO he recibido ningún depósito por parte de PlayUZU. Dado que mi cuenta sigue bloqueada, no puedo verificar el historial de transacciones dentro de la plataforma. Solicito amablemente que el casino proporcione un comprobante de pago (ARN, número de transacción o captura de pantalla) para poder rastrearlo con mi banco."

"Hi Mirka, it's been 2 business days since the casino claimed to have made the payment and I confirm that the balance still hasn't appeared in my Mifel account (or my other accounts)"

Since the money hasn't arrived within the standard transfer timeframe, I formally request that the casino provide proof of the transaction (transfer receipt). I need to see the account number to which the money was sent to confirm there wasn't an error on their part. Without this proof, I believe the casino is simply trying to close the complaint without actually making the payment.

"

"Hola Mirka, han pasado 2 días hábiles desde que el casino afirmó haber realizado el pago y confirmo que el saldo sigue sin aparecer en mi cuenta de Mifel (ni en mis otras cuentas)

Como el dinero no ha llegado en el tiempo estándar de una transferencia, solicito formalmente que el casino proporcione el comprobante de la transacción (recibo de transferencia). Necesito ver el número de cuenta al que enviaron el dinero para confirmar que no hubo un error por parte de ellos. Sin este comprobante, considero que el casino solo está intentando cerrar la queja sin haber pagado realmente.

"

Dear player,

Unfortunately, casino representative informed me, that the information about processed payment has been provided mistakenly.

Since there is still an issue with the expired voter ID, would you be able to specify, when will there be an earliest opportunity to obtain a new one? Please request it as soon as possible, to be able to progress in your verification process.

Anyway, my account is still blocked, and don't worry, we have to let this go because neither you nor the casino are doing anything. They're all thieves. Don't worry, I'll close the complaint.

De todos modos mi cuenta sigue bloqueada y no se preocupe ay que dejar esto por qué ni usted y ni el casino hacen algo son unos rateros no se preocupe yo cierro la queja

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Yayis31,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka