PlayUZU Casino MX - Запрос игрока на вывод средств задерживается.

I made a withdrawal of $600 MXN on December 11, 2025, from my PlayUZU account. When attempting to withdraw, the system requested that I complete identity verification with my INE (National Electoral Institute) card, which I did successfully and was accepted.

After completing the verification process, the system started displaying a message that my account had withdrawal restrictions. Since then, the withdrawal has been blocked and the money has not been released.

Since December 11th, I have contacted PlayUZU support multiple times via both chat and email. In all interactions:

I am told that the case is "under review".

They assure me that "my money is mine".

I'm told the case has been escalated to the payments department.

They tell me that the withdrawal was requested manually by them.

However:

They haven't given me any deadline, not even an approximate one.

They haven't explained the specific reason for the detention to me.

No one has contacted me to confirm payment details or the actual status of the withdrawal.

I have not been provided with any receipt, folio or reference for the alleged manual withdrawal.

Several days/weeks have passed since the initial request, and the money remains withheld without resolution. The responses received are always generic and repetitive, with no real progress. Even different agents give the same answer, which gives the impression that the case is not being actively handled.

My main concern is that, although they claim the withdrawal was requested and the money is mine, there's no clear mechanism for receiving it, nor any direct communication from the payments department. This creates complete uncertainty about what will happen to my funds.

I don't have any active bonuses, I haven't violated any terms and conditions, and I successfully completed the required verification. It's a small amount (MXN $600), so I don't understand why the withdrawal is being held without explanation or a timeframe.

I am only requesting:

The immediate release from retirement, or

A mediator's intervention to ensure the casino releases the funds that rightfully belong to me.

I have attached screenshots of the conversations and emails that show the casino acknowledges the withdrawal, but does not process it.

Realicé un retiro de $600 MXN el día 11 de diciembre de 2025 desde mi cuenta en PlayUZU. Al intentar retirar, el sistema me solicitó completar la verificación de identidad con INE, la cual realicé correctamente y fue aceptada.

Después de completar la verificación, el sistema comenzó a mostrar el mensaje de que mi cuenta tenía restricciones para retirar. Desde ese momento, el retiro quedó bloqueado y el dinero no ha sido entregado.

Desde el 11 de diciembre he contactado en múltiples ocasiones al soporte de PlayUZU tanto por chat como por correo electrónico. En todas las interacciones:

Me indican que el caso está "en revisión".

Me aseguran que "mi dinero es mío".

Me dicen que el caso está escalado al departamento de pagos.

Me afirman que el retiro fue solicitado manualmente por su parte.

Sin embargo:

No me han dado ningún plazo, ni siquiera aproximado.

No me han explicado el motivo concreto de la retención.

Nadie se ha puesto en contacto conmigo para confirmar datos de pago o el estado real del retiro.

No se me ha proporcionado ningún comprobante, folio o referencia del supuesto retiro manual.

Han pasado varios días/semanas desde la solicitud inicial y el dinero sigue retenido sin resolución. Las respuestas recibidas son siempre genéricas y repetitivas, sin avances reales. Incluso distintos agentes responden lo mismo, lo que da la impresión de que el caso no se está gestionando activamente.

Mi principal preocupación es que, aunque afirman que el retiro fue solicitado y que el dinero es mío, no existe ningún mecanismo claro para que ese dinero me sea entregado, ni comunicación directa por parte del área de pagos. Esto genera incertidumbre total sobre qué va a suceder con mis fondos.

No tengo bonos activos, no he incumplido términos y condiciones y completé correctamente la verificación solicitada. Se trata de un monto bajo ($600 MXN), por lo que no entiendo por qué el retiro permanece retenido sin explicación ni plazo.

Solicito únicamente:

La liberación inmediata del retiro, o

Una intervención del mediador para que el casino entregue los fondos que legítimamente me pertenecen.

Adjunto capturas de las conversaciones y correos donde se demuestra que el casino reconoce el retiro, pero no lo procesa.

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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 MX.

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

• Could you please confirm that the payment method you used for deposits and payouts belongs to you exclusively? (The payment method is in your name)
• Which documents have you provided to the casino during the verification process?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomás, good day.

Thank you for your message.

I confirm that the payment method used for deposits and withdrawals is exclusively mine and is in my name. I have not used any third-party accounts or methods at any time.

Regarding the verification, the casino only asked me for my INE (National Electoral Institute ID), which I uploaded correctly.

Additionally, I voluntarily attached proof of address, as the platform allowed me to upload extra documents during the verification process.

I remain available should you require any further information to continue with the mediation.

Thank you so much for your support.

Greetings,

Angel

Hola Tomás, buen día.

Gracias por tu mensaje.

Confirmo que el método de pago utilizado para los depósitos y el retiro es exclusivamente mío y está a mi nombre. No he utilizado cuentas ni métodos de terceros en ningún momento.

Respecto a la verificación, el casino me solicitó únicamente mi INE, la cual cargué correctamente.

Adicionalmente, de forma voluntaria, adjunté un comprobante de domicilio, ya que la plataforma permitía subir documentos extra durante el proceso de verificación.

Quedo atento si necesitan cualquier otra información para continuar con la mediación.

Muchas gracias por el apoyo.

Saludos,

Ángel

Dear acanamarc,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite PlayUZU Casino MX representative to join this conversation.

Dear PlayUZU Casino MX,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite PlayUZU Casino MX representative to join this conversation.

Dear PlayUZU Casino MX,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.