PlayUZU Casino - 選手の退会が遅れました。

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.

Desde el 12 de agosto que intento realizar retiros desde la plataforma, mi cuenta ya se encuentra verificada y realicé un retiro anteriormente en el mes de julio, pero ahora me dicen que hay una incidencia técnico o que están en labores de mantenimiento, pero siempre hay una escusa para no gestionar los retiros por la plataforma. Mis mensajes en sus RRSS quedan eliminados e ignorados, los correos a soporte técnico no son respondidos y los unicos que responden son los ejecutivos del chat online pero dicen esa frase y terminan la conversación de manera unilateral, he pedido plazos y nada. Necesito mi dinero pues las ganancias son mías.

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

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.

Buenos días, no estoy reclamando por un retiro retrasado mi queja es porque la plataforma no permite siquiera realizar la solicitud de retiro, no se puedes gestionar solicitudes de retiro pues aparece un error de sistema por favor revisar mis screenshot.

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.  

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

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’.

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