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.

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