PlayUZU Casino MX - 플레이어의 계정은 사전 통지 없이 폐쇄되었습니다.

in a 20 peso play I won 7400 and when I wanted to withdraw they asked me to verify my identity when my account was already verified in fact I had already made previous withdrawals but they were minimal they did not exceed 1000 and it turns out that I won this amount and they asked me to verify identity because they were not updating my voter ID I sent them the one I had and they canceled my account and without notifying me I had to open another account to claim and still they did not answer me it seems unfair to me why trust play uzu I liked to play in that casino and they played me badly I did not think their treatment was fair to one I hope they help me so that play uzu pays me because the truth is that that day that money was going to get me out of trouble and that is why I sent my expired INE but they only shielded themselves by saying that I was misusing documents and they canceled my account with a level 15 account, that is, level 15 I had not been playing for 1 week to be level 15 having all my other data well and I said I have another document, no, since I had already won 7400 they couldn't do anything and the only thing they did was delete my account and since I no longer had my email and number I registered because as I said I hadn't been playing for a week I had been a Play Uzu customer for some time.

en una jugada de 20 pesos gane 7400 y al querer retirar me piden verificar mi identidad cuando mi cuenta ya estaba verificada de echo ya avía echo retiros anteriores pero eran mínimos no pasaban de los 1000 y resulta que gane está cantidad y me piden verificar identidad por cuestiones de que no estaban actualizando credencial para votar les mandé la que tenía y me cancelaron mi cuenta y sin avisarme tuve que abrir otra cuenta para reclamar y aún así no me contestaban se me hace injusto por qué confía en play uzu me gustaba jugar en ese casino y me jugó mal no se me hizo justo su trato a uno ojalá me ayuden para que play uzu me pague por qué la verdad ese día ese dinero me IVA a sacar de un apuro y por eso envié mi INE vencido pero solo se escudaron diciendo que estaba asiendo mal uso de documentos y me cancelaron mi cuenta con un nivel 15 de cuenta osea nivel 15 no llevaba 1 semana jugando para ser nivel 15 teniendo todos mis otros datos bien y yo diciendo tengo otro documento no pues como avía ganado 7400 no podían hacer nada y lo único que hicieron fue eliminar mi cuenta y como ya no contaba con mi correo y número que me registre por qué como dije no llevaba 1 semana jugando ya tenía tiempo siendo cliente de play uzu

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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.

• Have you achieved your winnings on your original account?
• What was the reason the online casino closed your account?
• Which documents have you submitted in order to verify your original player's account?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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

They only closed my account with a price notice, I presented my professional ID and if I had screenshots until when I won and in what game, but my cell phone was formatted but I do believe I have emails if you want to send them but to which email, I hope you help me because the play uzu deal was very unfair to me because I started playing in December November 2024 and the truth is my player level was 12 or something like that, meaning that if I invested I lost more than I won, but I played and when I won a large amount they asked me what I paid that I wanted to withdraw the money and I told them well, why did I win right away, the truth is that day I was lucky with that roll worth 20 pesos I got a multiplier and free spins and I won 7350 something like that, thank you for the support

Solo cerraron mi cuneta son precio aviso presente mi cédula profesional y si tenía capturas asta de cuando gane y en que juego pero se me formateo el celular pero si creo tengo correos si quiere de los mando pero a qué correo ojalá me ayude por qué de me hizo muy injusto el trato de play uzu por qué yo empecé a jugar en diciembre noviembre del 2024 y la verdad mip nivel de jugador era 12 o algo así osea que si le invertia perdí más de lo que gane pero jugaba y cuando gane una cantidad fuerte me cuestionariom que paga que quería sacar el dinero y les dije pues por qué les gane justo la verdad ese día tuve suerte con esa tirada de valor de 20 pesos me salió multiplicador y giros gratosygane los 7350 algo así gracias por el apoyo

And when I opened the other account they told me that any account that was opened with my information, meaning that VAT was included, it was blocked, meaning they banned me from the casino for claiming a profit that I won fairly and legally. They told me what the urgency was and that day I had already bet like 1500 and it was my last money and I won and well I was happy because I said wooo I'm going to pay debts but it turned out worse and to this day I say I'm in debt because I could no longer count on that money

A y cuando abrí la otra cuenta me dijeron que cuankier cuenta con fuera abierta con información mia osea que coninsidiera IVA ahcarr bloqueada osea me vetaron del casino por reclamar una ganancia que gane justamente y legalmente me dijeron que cuál era la urgencia y yo ese día ya avía apostado como 1500 y era mi último dinero que tenía y me gane y pues me alegre por qué dije wooo voy a pagar deudas pero salió peor y asta la fecha digo endeudado por qué ya no pude contar con ese dinero

I still haven't received an answer.

Sigo sin respuesta

Thanks for your patience and the information you shared.

When was the last time you were in contact with casino support regarding the issue?

Could you please share a more recent communication between you and the casino regarding your win and the account closure of your original account?

Send the information to my email at [email protected]

I emailed you the last conversation I had with them; that's the last one I have. My phone was formatted, and I lost all the screenshots I had of the incident, but the ones I emailed you were the last thing they told me. Let me see if I have more; I'll send them to you. Tell me what else you need so we can resolve this.

Te mandé por correo la última conversación que tuve con ellos esa es la última que tengo y si se formateo mi teléfono y perdí todo las capturas que tenía del echó pero las que te mandé por correo fue lo último que me dijeron deja ver si tengo más te las hago llegar dime qué más nesecitas para que se pueda solucionar

Dear Yayis31,

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

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,

I am communicating with the casino outside of this thread. I will notify you, when there are any updates.

Dear player,

Could you please forward me the documents you sent to the casino to [email protected] for review?

Thank you.

Dear player,

After checking your documents, I see some issues, that generally prevent a completion of a verification process.

Your selfie with the ID card is in very low quality - please retake mentioned selfie in the best quality possible - all text should be clearly readable.

Also, "CREDENCIAL PARA VOTAR" is only valid until 2024 - expired documents cannot be used for verification purposes. Please provide a valid version, and explanation.

Please note, that without providing all of the required documents, verification is not possible. Please forward me the documents with the mentioned changes, after you submit them to the casino.

Dear player,

I am communicating with the casino outside of this thread. I will notify you, when there are any updates.

Thank you for your patience.

Thank you, I appreciate the support

Gracias agradezco el apoyo

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.