PlayUZU Casino - O saque do jogador está atrasado devido a problemas de verificação.

I've been playing on this platform for over a year, and I feel like I earn more money than on others. Plus, they give you bonuses with no rollover requirements. But this past week has been a terrible experience. I've never won that much money, and I've never been asked for so much identity verification. I need to withdraw my winnings, but they won't let me. I've never had any problems before, and now, when I asked for help via email to complete the verification, they're telling me I could lose the money because I registered another account with my identity, which isn't true. The account they're mentioning belongs to my partner. We live together, but we're separate individuals with different ID numbers. They're completely unrelated. Why lose a player of over a year because of an account that isn't even directly connected? I just want to withdraw my money. I'm willing to verify any information they ask for, whether it's mine or my boyfriend's, but I need my money.

Llevo más de un año jugando en esta plataforma, siento que gano más dinero que en otras y aparte te entregan bonos sin rollover, pero esta última semana he tenido una pésima experiencia, como nunca gane harto dinero, y nunca me habían pedido tanta verificación de identidad, necesito retirar el dinero que gane y no me dejan, nunca había presentado ningún problema, y ahora en el momento en que pedí ayuda por correo para completar la verificación, me están diciendo que puedo perder el dinero por registrar otra cuenta con mi identidad, cosa que no es cierta, porque la cuenta que me mencionan es de mi pareja, vivimos juntos pero somos personas distintas, distinto rut, no tienen ninguna relación, porque perder a un jugador de más de un año por una cuenta que Nisiquiera guarda relación directa. Solo quiero retirar mi dinero estoy dispuesta a verificar cualquier información que me pidan, ya sea mía o de mi pololo, pero necesito mi dinero.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify how long have you been both playing at PlayUZU Casino?
• Is there a possibility that you have both played from the same device?
• Have you utilized a payment method registered in your own name?

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,

Attila

Dear paoacosta26,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru