PlayUZU Casino ES - Вывод средств игрока задерживается.

I requested a withdrawal by bank transfer on 12/10/2026 for an amount of €400.00 (Transaction ID: 346301296).

In my PlayUZU account history, the transaction is listed as "Approved" since October 12, 2026. However, after 7 calendar days, the funds have still not arrived in my bank account (Unicaja).

I have checked my official bank statement and confirm that no payment has been received for that amount. I contacted customer service via live chat and they only told me that they have escalated the case to the VIP department, without providing me with any estimated timeframe or the ARN/SEPA locator code needed to track the transfer with my bank.

I request Casino Guru's mediation so that the platform processes the payment immediately or provides me with the bank issuance receipt with its corresponding ARN.

Solicité un retiro por transferencia bancaria el día 12/10/2026 por un importe de 400,00 € (ID de transacción: 346301296).

En el historial de mi cuenta en PlayUZU, la transacción figura con el estado de "Aprobado" desde ese mismo día 12/10/2026. Sin embargo, habiendo transcurrido 7 días naturales, los fondos siguen sin llegar a mi cuenta bancaria (Unicaja).

He revisado el extracto bancario oficial de mi cuenta y confirmo que no se ha recibido ningún abono por dicho valor. Me he puesto en contacto con el servicio de atención al cliente a través del chat en vivo y únicamente me indican que han escalado el caso al departamento VIP, sin facilitarme ningún plazo estimado ni el código ARN / localizador SEPA necesario para poder rastrear la transferencia con mi banco.

Solicito la mediación de Casino Guru para que la plataforma procese el pago de forma inmediata o me facilite el justificante de emisión bancaria con su correspondiente ARN.

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Dear julipri02,

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

Hola al equipo de Casino Guru ya la comunidad,

I would like to expand on the details of my case with the following relevant information:

I've been trying to resolve this issue through PlayUZU customer service for 7 days without receiving a clear solution. They told me the case had been escalated to the specialized department and referred me to the address [email protected] But no one has given me an answer through that channel.

Following the issue: After this withdrawal of €400.00 made on 12/10/2026 (ID: 346301296), I made another withdrawal that was processed correctly and arrived in my bank account without problems (for example, the credit received on 16/10/2026 for €200.00). This demonstrates that there is no problem with my bank account details or with receiving funds.

Similar incidents on the platform: About two weeks ago, I experienced an identical situation with a €300.50 withdrawal, which remained in limbo for days and was eventually returned to my gaming account balance instead of being deposited into my bank account. I fear the exact same thing is happening now.

To this day, the whereabouts of the money are unknown: My official Unicaja bank statement shows absolutely no deposit for the amount paid of €400.00 (or €400.50).

I demand that PlayUZU locate the transfer, provide the ARN/SEPA locator code of the transaction, or proceed to immediately credit my funds.

I await the response from the Casino Guru team. Thank you very much.

Hola al equipo de Casino Guru y a la comunidad,

Quiero ampliar los detalles de mi caso con la siguiente información relevante:

Llevo 7 días intentando resolver esta incidencia a través del servicio de atención al cliente de PlayUZU sin recibir una solución clara. Me indicaron que el caso había sido escalado al departamento especializado y me derivaron a la dirección [email protected], pero nadie me ha dado respuesta por esa vía.

Posterioridad del problema: Con posterioridad a este retiro de 400,00 € realizado el 12/10/2026 (ID: 346301296), he realizado otra retirada que sí ha sido procesada correctamente y ha llegado a mi cuenta bancaria sin inconvenientes (por ejemplo, el abono recibido el 16/10/2026 por 200,00 €). Esto demuestra que no existe ningún problema con los datos de mi cuenta bancaria ni con la recepción de fondos.

Antecedentes similares en la plataforma: Hace aproximadamente dos semanas me ocurrió una situación idéntica con un retiro de 300,50 €, el cual se quedó en el limbo durante días y finalmente fue devuelto al saldo de mi cuenta de juego en lugar de llegar al banco. Temo que esté sucediendo exactamente lo mismo.

A día de hoy no se sabe dónde está el dinero: En mi extracto bancario oficial de Unicaja no consta absolutamente ningún ingreso por el importe abonado de 400,00 € (ni 400,50 €).

Exijo que PlayUZU localice la transferencia, proporcione el código ARN / localizador SEPA de la operación o proceda al abono inmediato de mis fondos.

Quedo a la espera de la intervención del equipo de Casino Guru. Muchas gracias.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear julipri02,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean