PlayUZU Casino MX - Виведення гравцем затримується, а проблеми з обліковим записом залишаються.

I have requested a withdrawal, but the casino keeps holding my money. The customer service just copies and pastes the same generic response: "there is no estimated time."

In 2022, I had exactly the same issue with this site. I hadn't deposited any money since then until now, and it's unbelievable that, years later, they still follow the same practices. It's clear they don't like to pay.

To avoid the temptation to cancel the withdrawal and spend the balance, I requested a self-exclusion for two months. However, when I logged into my account, a window popped up that allows me to cancel this self-exclusion with one click. What's the purpose of this feature if it's so easy to undo?

It's obvious the site is delaying the payment to make me frustrated, cancel the withdrawal, and spend the money. They don't even bother to hide it. But this time, I'm not going to give them the satisfaction.

He solicitado un retiro, pero el casino insiste en retener mi dinero . El servicio de atención al cliente se limita a copiar y pegar la misma respuesta genérica: "no hay un tiempo estimado".

En 2022 tuve exactamente el mismo problema con este sitio. Desde entonces, no había depositado dinero hasta ahora, y es increíble que, años después, sigan aplicando las mismas prácticas. Es evidente que no les gusta pagar.

Para evitar la tentación de cancelar el retiro y gastar el saldo, solicité una autoexclusión por dos meses. Sin embargo, al ingresar a mi cuenta, apareció una ventana que me permite cancelar esta autoexclusión con un solo clic. ¿Cuál es el propósito de esta función si es tan fácil anularla?

Es obvio que el sitio está retrasando el pago para que me desespere, cancele el retiro y termine gastando el dinero. No se molestan ni en disimularlo. Pero esta vez, no les voy a dar el gusto.

Dear jfernandez1283,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Also, can you please specify how you activated your self-exclusion? Was it through your profile, or did you contact support via live chat or email? Did you specify the reason for your self-exclusion?

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

I appreciate your attention and the space to present my complaint. I have been a player for years and have been a client of various platforms, accumulating both positive experiences and some inconveniences, mainly in the matter of payments. Precisely for this reason, I value the existence of a site like yours.

Regarding my withdrawal request, I understand that the waiting time is still short. However, I have decided to submit my complaint due to certain similarities with a previous experience I had on the same site, which I mentioned in my previous message. On that occasion, after a rough patch, I made multiple deposits until I made a profit of approximately $50,000 MXN. Although this amount did not cover even half of what I had invested, I decided to withdraw it to minimize my losses. However, at that point the delays and generic responses began, a situation that, unfortunately, I see reflected again in this process.

I remember being patient for three weeks without getting a resolution. Finally, in a moment of frustration and weakness, I ended up cancelling the withdrawal and losing everything. To prevent something similar from happening again, I opted for the most direct way to show that my intention is to receive the payment without the possibility of playing it again. From the site menu, with my session started, I requested a 2-month self-exclusion, which prevents me from depositing funds or using money in the games but allows me to log in and request withdrawals. Later, I sent an email notifying this decision, with the intention of making it clear that this time there is no possibility to cancel the withdrawal and play it again.

And what was my surprise when I entered my account to check the status of my withdrawal, a pop-up window like the one attached in the image, welcoming me and offering me the option to cancel my 2-month self-exclusion with a single click.

I honestly find this worrying, as these types of "safe play" tools should exist to protect players, not to incentivize the cancellation of decisions that seek to promote responsible control. This situation calls into question the seriousness and real purpose of such functions within the platform.

Fortunately, I am very clear about my position and at no point did I contemplate cancelling my withdrawal or spending the funds, so unfortunately this only reinforces my suspicion that the withdrawal process will be unnecessarily prolonged.

On the other hand, regarding the issue of verifications that you mentioned previously, I want to clarify that I always verify my accounts before making any money movement, precisely to avoid this type of setback. PlayUZU was no exception, since my account is fully verified on two occasions, the first since 2022 and the second a few days ago just before starting the game. Therefore, I do not find any valid reason to justify this delay, except for the concerns that I have already expressed in this message.

I appreciate your attention.

I wish you a good start to the week.

Kind regards,

Agradezco su atención y el espacio para presentar mi queja . Soy jugador desde hace años y he sido cliente de diversas plataformas, acumulando tanto experiencias positivas como algunos inconvenientes, principalmente en el tema de pagos. Justamente por ello, valoro la existencia de un sitio como el suyo. 

Con respecto a mi solicitud de retiro, entiendo que el tiempo de espera aún es breve. Sin embargo, he decidido presentar mi queja debido a ciertas similitudes con una experiencia previa que tuve en el mismo sitio , la cual mencioné en mi mensaje anterior.En aquella ocasión, después de una racha complicada, realicé múltiples depósitos hasta que logré una ganancia de aproximadamente $50,000 MXN. Aunque dicha cantidad no cubría ni la mitad de lo que había invertido, decidí retirarla para minimizar mis pérdidas. No obstante, en ese momento comenzaron las demoras y las respuestas genéricas, situación que, desafortunadamente, veo reflejada nuevamente en este proceso.

Recuerdo haber sido paciente durante tres semanas sin obtener una resolución. Finalmente, en un momento de frustración y debilidad, terminé cancelando el retiro y perdiéndolo todo. Para evitar que algo similar vuelva a ocurrir, opté por la manera más directa de demostrar que mi intención es recibir el pago sin posibilidad de volver a jugarlo. Desde el menú del sitio, con mi sesión iniciada, solicité una autoexclusión de 2 meses, lo que me impide ingresar fondos o utilizar dinero en los juegos pero si me permite iniciar sesión y solicitar retiros. Posteriormente, envié un correo notificando esta decisión, con la intención de dejar claro que esta vez no existe la posibilidad de cancelar el retiro y volver a jugarlo.

Y cuál fue mi sorpresa al ingresar a mi cuenta para verificar el estado de mi retiro, una ventana emergente como la que adjunto en la imagen, dándome la bienvenida y ofreciéndome la opción de cancelar mi autoexclusión de 2 meses con un solo clic.

Honestamente, me resulta preocupante, ya que este tipo de herramientas de "juego seguro" deberían existir para proteger a los jugadores, no para incentivar la cancelación de decisiones que buscan promover el control responsable. Esta situación pone en entredicho la seriedad y el propósito real de dichas funciones dentro de la plataforma.

Afortunadamente, tengo muy clara mi postura y en ningún momento contemplé cancelar mi retiro ni gastar los fondos, por lo que, lamentablemente, esto solo refuerza mi sospecha de que el proceso de retiro se prolongará innecesariamente.

Por otro lado, en cuanto al tema de verificaciones que mencionaste previamente, quiero aclarar que siempre verifico mis cuentas antes de realizar cualquier movimiento de dinero, precisamente para evitar este tipo de contratiempos. PlayUZU no fue la excepción, ya que mi cuenta se encuentra completamente verificada en dos ocasiones, la primera desde 2022 y la segunda hace unos días justo antes de iniciar el juego . Por lo tanto, no encuentro ninguna razón válida para justificar esta demora, salvo las inquietudes que ya he expuesto en este mensaje.

Aprecio su atención.

Les deseo un buen inicio de semana.

Saludos cordiales,

Thank you very much for your detailed response. We genuinely appreciate the opportunity to assist you, and I understand your frustration based on your previous and current experiences.

Regarding the delay with your withdrawal, I completely acknowledge your concerns. While it's common for withdrawals to take some time, especially during periods of high demand, I can understand how frustrating it must be, especially with a history of similar issues. Please rest assured that if the delay continues beyond the 14-day waiting period, we are here to help escalate the matter.

It’s great to hear that your account is fully verified, and that you’ve been proactive in preventing any setbacks related to KYC verification. Since you’ve mentioned that this is not the issue causing the delay, I would recommend keeping close communication with the casino’s customer service team to get an update on your withdrawal request. If the process continues to be delayed without proper communication, we will intervene on your behalf and advocate for a resolution.

I truly hope your withdrawal will be processed promptly, and that you won’t have to go through the same experience again. Please keep me updated if you don’t receive your winnings by February 14, and I will do everything I can to help.

Dear jfernandez1283,

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.