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Hello, since Friday the 4th I've been trying to request a withdrawal from my account. I had over 1 million pesos which I couldn't withdraw because I gambled and lost it. Afterwards, the live chat advised me to make a small deposit to validate another withdrawal method via bank transfer. I made a transfer of $5,000 and it didn't work. They told me it had to be a large amount. I made a deposit of $100,000, then two of $50,000, and I still don't have a solution. The account still doesn't have the option to withdraw via bank transfer. I've sent emails and spoken to the chat, and there's no solution. They tell me to make the withdrawal in CLP, but that option isn't available since I don't have an account. I've attached information.

Hola desde el viernes 4 llevo tramitando una opción de retiro en mi cuenta,tenia más de 1 millón de pesos los cuales no pude retirar los jugar y perdí , después el chat en vivo me aconseja realizar un pequeño depósito para validar otro medio de retiro via tranferencia,realice una tde $5.000 y no funciono me dijeron que tenía que ser una cantidad alta realice un depósito de $100.000 después 2 de $50.000 y aún no tengo solución y la cuenta sigue sin opción de retiro via tranferencia bancaria e enviado correos hablado al chat y no hay solución me dicen que realice el retiro en clp pero no me da esa opción como no tengo opya tranferencia no da clp adjunto información

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which currency did you use to deposit funds into your casino account? Am I correct in understanding that you made your deposits in CLP, but that this currency is not available as a withdrawal option?
• Are you using any VPN or IP-masking software to alter your real location while accessing the casino?
• Have you completed your casino profile with your full personal information, including selecting Chile as your country of residence?
• When was the last time you contacted customer support regarding this issue, and what response or suggestions did they provide?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi, yes, I deposited CLP via transfer. No, I don't use a VPN or anything. I completed all my information and verified my account on August 2nd. I just wanted to ask if I deposited with CLP.

Hola si deposite clp via tranferencia no no uso vpn ni nada si e completado toda mi información y verificado mi cuenta el 2 de agosto solo para preguntar si deposite con clp

Dear perotobene

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, Samuel ([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,

Veronika

Dear perotobene,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from PlayUZU Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear PlayUZU Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello, I haven't received any updates from the casino, no emails, nothing. Yesterday I contacted customer support and they only told me that my case is under review and to wait, which has now been over 10 days for a solution as to why I can't make withdrawals. I think the casino should already make an announcement to explain the reasons and provide a solution.

Hola no e tenido actualización del casino ni correo ni nada aller yo me contacte con atención al cliente y solo me indican que mi caso está en revisión y que espere lo cuel ya llevo más 10 días a la espera de una solución del porque no puedo realizar retiros ,yo creo que ya el casino tendría que pronunciarse para saber los motivos y dar una solución

Hello, the casino contacted me and updated my account, activating bank transfers. Thank you, Casino Guru, for your help in resolving this issue. Please don't hesitate to contact me if any further problems arise. I have complete confidence in you.

Hola el casino se comunicó conmigo y realizó una actualización en mi cuenta la cual activaron transferencia bancaria , gracias por la gestión de casino guru para ayudar a resolver este problema y no tengo duda en contactarme si se presenta algún otro inconveniente confío plenamente en usted

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

Dear perotobene,

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,

Samuel