PlayUZU Casino - O saque do jogador está atrasado devido a restrições do método de pagamento.

Good afternoon, yesterday I opened an account at PlayUzu Chile, made some deposits via bank transfer, played, and had no problems withdrawing. Today I logged into the casino and made several deposits through a payment gateway called "Prontopaga," also without any issues. However, when I try to withdraw, I get errors stating that the withdrawal amount exceeds the limit for that method, allowing me to withdraw an absurdly small amount. This is the only withdrawal method available to me today. Yesterday, when I made deposits via bank transfer, I was able to withdraw my entire balance using the same method, but now I can't withdraw my balance using the deposit method because it says I've exceeded the limit. PlayUzu's customer support chat tells me that I have no restrictions from them and that it's probably due to my bank account. I contacted the Prontopaga payment platform, and they say there are no problems or restrictions for me. I don't understand why they say it's a bank problem if I can't even make a withdrawal. It would be the bank's problem if the transfer was denied when I tried to make the payment, but the problem is with the casino, which won't even let me withdraw. I also called my bank, and they said there are no problems with my account. Furthermore, if I've previously made deposits using bank transfer, why am I only seeing this payment gateway as the withdrawal option now? I should also have the bank transfer option enabled, since all my deposits have been made from the same personal checking account. Please help me resolve this issue.

Buenas tardes, el día de ayer abrí una cuenta en PlayUzu Chile, hice algunos depositos por método transferencia bancaria, jugué, y no tuve problemas para retirar. Hoy entre al casino e hice varios depositos, pero por medio de una pasarela de pago llamada "Prontopaga" sin ningun problema. A la hora de hacer retiros me saltan errores de que el monto a retirar excede el limite para ese método, dejándome retirar una cantidad absurda. Solo me aparece ese método de retiro el dia de hoy. Ayer cuando hice depositos por el método de transferencia bancaria pude retirar todo mi saldo por ese mismo método, pero ahora no puedo retirar mi saldo por el método que deposite porque dice que excedo el límite. El chat de atencion de playuzu me dice que no tengo trestricciones por parte de ellos y que probablemente se debe a mi cuenta bancaria. Me comunique con la plataforma de pagos Prontopaga y me dice que no hay problemas ni restricciones para mi. No entiendo por que dicen que es problema del banco si ni siquiera se puede hacer el retiro. Sería problema del banco si al intentar hacer el pago el banco denegada la transferencia, pero el problema es el casino que ni siquiera deja hacer el retiro. De igual manera llame a mi banco y me dicen que no hay problemas con mi cuenta. Además de esto, si ya hice anteriormente depositos usando el método transferencia bancaria, por que solo me aparece ahora el método de retiro por esta pasarela de pagos? Debería tener habilitada de igual manera la opción de transferencia bancaria, ya que todos los depositos los he hecho con la misma cuenta corriente personal. Por favor ayúdenme a resolver este problema.

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Hello,

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

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

• Is your player's account accessible to you? Can you log in?
• Would you be able to share any screenshots from your account showing the situation from your point of view?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Flavio_Vega,

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,
Tomas
Casino.Guru