PlayUZU Casino - Hráč tvrdí, že platba byla zpožděna.

The casino has refused my withdrawal request several times, without giving me any explanation.

The request disappears from my history and the balance returns to my account as if I never made the request.

El casino me ha rechazado varias veces la solicitud de retiro, sin darme ninguna explicación.

La solicitud desaparece de mi historial y el saldo vuelve a mi cuenta como si nunca hubiera hecho la solicitud.

Dear Chayannero,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Good afternoon, thank you for your prompt response.

But my problem is that the withdrawal disappears from my history, not that it is in process.

I have already made three refund requests and all were deleted as if they did not exist

Buenas tardes, gracias por su pronta respuesta.

Pero mi problema es que el retiro desaparece de mi historial, no es que esté en proceso.

Ya he hecho tres solicitudes de reintegro y todas fueron borradas cómo si no existieran

Thank you for your reply, Chayannero. Do I understand correctly that your withdrawals are being rejected? Have these funds been returned back to your casino account, or have they just disappeared completely?

Dear Chayannero,

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

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.