PlayUZU Casino ES - プレイヤーの撤退プロセスが遅れています。

Hello, for some time now I've only been able to deposit money, but when I try to withdraw, it tells me that I need to verify documentation. When I click to send documents, it says they are already verified, and it doesn't let me upload them again or withdraw money. It shows that my ID and credit card are already verified. I urgently need help, please. I don't understand why there are so many issues withdrawing my money, but no need to verify when depositing... help.

Buenas, desde hace tiempo solo me deja depositar dinero, pero cuando le doy a retirar me sale que necesita verificar documentación, cuando pincho en mandar documentos, me sale que ya están verificados, y no me deja ni volver a subirlos, ni sacar dinero, y me sale que ya están verificados el carnet de identidad y la tarjeta de crédito, necesito ayuda urgente por favor, no se porque tantos problemas para retirar mi dinero, pero para depositar no hace falta ni verificarse.. ayuda.

Dear puntooojaen,

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

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

• Were you able to withdraw successfully in the past?
• Were you able to contact casino support and ask for assistance regarding the issue? Have you received any response?
• Have you deposited using just your verified bank card in the casino?
• Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you very much for answering so quickly and for the help, I am truly grateful. When I registered back in January of this year I made deposits and it always let me play but it never let me withdraw money because it made me angry. I played and spent what I had. After several months I played again and made a profit but it wouldn't let me withdraw it. My credit card was stolen and I had to get a new one. When I played again I saved with the new card and to withdraw the winnings they asked me to verify the data. I entered photos of my new card and now it appears to me as if it is verified. I have contacted them and they tell me that I have to send information from the old card. In case I don't have it, I have to send the new one. But the problem is that it won't let me modify anything. I have told them repeatedly in several messages that it won't let me modify anything, it won't let me change the card number or let me delete the old one, it won't let me do anything, it simply tells me that everything is verified but when I click to withdraw money it tells me that there is an error that I need to upload the information and when I click on upload information it tells me that everything is verified. and I don't see any option to modify or upload data or modify anything at all. Here are some screenshots where you can see that when I click on upload information it says that everything is verified and it doesn't let me modify or change anything. I also upload a screenshot of my accounts so you can see that the one that appears in the screenshot on the Play page is active and it is verified. Thank you in advance.

Muchas gracias por contestar tan rápido y por la ayuda, de verdad muy agradecido, cuando yo me registre a allá por el enero de este año hice ingresos y siempre me dejó jugar pero no me dejó sacar nunca dinero como me dio rabia lo jugué y gasté lo que tenía después de varios meses jugué otra vez y obtuve ganancias pero no me dejaba sacarlo me robaron mi tarjeta de crédito y tuve que hacerme una nueva al volver a jugar metí salvo con la tarjeta nueva y para sacar las ganancias me pedían verificar los datos metí fotos de mi tarjeta nueva y ahora me aparece como que está verificado me he comunicado con ellos y me dicen que tengo que mandar información de la tarjeta antigua en el caso de que no la tenga tengo que mandar la nueva pero es que el problema que no me deja modificar nada se lo he dicho reiteradas veces en varios mensajes que no me deja modificar nada no me deja cambiar el número de tarjeta ni me deja borrar la anterior no me deja hacer nada simplemente me pone que está todo verificado pero cuando pulso para retirar dinero me pone que hay un error que necesito subir la información y cuando pincho en subir información me sale que está todo verificado y no me aparece ninguna opción de modificar ni de subir datos ni modificar nada de nada aquí dejo unas capturas donde se puede ver que cuando pincho en subir información me sale que está todo verificado y no me deja modificar ni cambiar nada también subo una captura de mis cuentas para que veáis que está activa la que aparece en la captura de la página de Play que está verificada gracias de antemano

Thanks for your emails and messages.

• Did the casino suggest you send the proof of ownership of the card via email?
• Could you please share your communication with casino support regarding the issue so we may review it?
• Please share the communication with casino support you saved where you discuss the issue. Send it to my email at tomas@casino.guru

Dear puntooojaen,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.