PlayUZU Casino ES - 기술적 문제로 인해 플레이어의 계정이 차단되었습니다.

I've earned revenues through my own personal funds, amounting to 4000 euros. Today, I attempted to access my account and discovered it has been blocked.

I've reached out to customer service and this was their response.

I want to know if I can possibly take any legal action to retrieve the profits I've made legally and fairly since I have been scammed.

D

Dina

Welcome to the PlayUZU chat, Juan Carlos:

I'm Dina, the Celebrity Club Agent at PlayUZU, and it will be a pleasure to assist you.😊

Thank you so much for contacting us via chat.

I'm going to review your account, just a moment.

I'm with you now, thank you for your patience.u

Upon reviewing your account, I have confirmed that there was an issue with the games due to a discovered technical problem pertaining to the game's functionality, as for us ensuring a clear and fair gaming environment is essential.

As per our Rewards Policy, specifically point 5: In case an incorrect technical setup results in the wrong amount of Free Spins or UZU Wheel Spins, we reserve the right to make a correction by eliminating the obtained profits and adding back the reward with the correct configuration.

This situation has occurred, the profits obtained through this technical error have been removed, and the correct profit has been added back again.

Apologies for any inconvenience this may have caused.

Can I assist you with anything else?

I don't understand

I barely used the free spins

only those I obtained with rewards

That you gave me

96% of what I bet was real money that I put in

can I access my account now?

30 minutes ago

D

Dina

It doesn't have to be the specific case of free spins, we're discussing a technical error where incorrect profits or rewards are obtained, in that case, as is this situation, the casino reserves the right to correct the issue by eliminating the profits obtained.

which incorrect profits?

29 minutes ago

D

Dina

At present, the issue is still ongoing, so you can't access your account for now.

can you break it down for me?

what's the current balance of my account?

28 minutes ago

D

Dina

You had total profits of 4.062.10 EUR, from those profits the total amount has been removed due to a gaming technical error, and 10 EUR has been accredited to you, which is the corresponding amount.

Your balance right now is 10 EUR.

how can that be possible

I had 200 euros

I started to play

and I made that money

fair and square

you're stealing from me

I don't understand

How can 4000 euros of profits be withdrawn

25 minutes ago

D

Dina

In that case, once you can access the account and perform all necessary verifications, you can let us know so that it can be reported.

The profits were incorrect, Juan Carlos, which is why, as indicated by the Terms and Conditions of our platform, the casino reserves the right to correct or eliminate it.

I deeply apologize for any inconvenience this issue may have caused.

Why were they incorrect?

I won them playing several slots

It's a complete rip-off

Not just inconvenience

A robbery

22 minutes ago

D

Dina

As I mentioned earlier, the issue originates from the games.

I'm going to report the organization to DGOJ

22 minutes ago

D

Dina

I understand your frustration, and we respect any action you choose to take.

how can it come from there

if they gave me the prizes correctly

you've just decided they're not legal

because I won them

Negative reviews everywhere

20 minutes ago

D

Dina

The game issue comes from a technical problem, which has caused the malfunctioning of the games.

so from the 4120 euros I won fair and square

you've left me with 10 euros in the account

What is this technical issue?

Sometimes you have to give money instead of just receiving it, and when it's your turn to give, you claim it's a technical problem and withdraw my winnings

what a complete scam.

worst casino in the world

17 minutes ago

New Messages

D

Dina

I deeply regret the inconvenience, Juan Carlos, and I understand your action and distress.

If you need anything else, don't hesitate to contact us again via chat or email vip@playuzu.es We'll be more than happy to help you!

It was a pleasure assisting you. Take care!

Sent. Thank you for your feedback!

I need help to see if I can sue these thieves who have scammed me.

He generado unos ingresos jugando con mi dinero real que ascendieron hasta 4000 euros. Hoy he querido acceder a la cuenta y me he encontrado con que la han bloqueado.

he contactado con el servicio de atención al cliente y este ha sido su respuesta.

Quiero saber si puedo tomar alguna medida legal y recuperar ese dinero que he ganado legalmente y limpiamente ya que me han estafado.

D

Dina

Bienvenido al chat de PlayUZU, Juan Carlos:

Soy Dina, Agente del Club de Celebridades de PlayUZU, y será un placer asistirte.😊

Muchas gracias por contactar con nosotros a través del chat.

Voy a revisar tu cuenta, un momentito.

Ya estoy contigo, gracias por la espera.u

Revisando tu cuenta, he podido comprobar que se ha comprobar una incidencia en los juegos, debido a un problema técnico descubierto relacionado con el mal funcionamiento del juego, para nosotros garantizar un entorno de juego limpio es fundamental.

Por lo que tal y como marca nuestra Política de Recompensas, concretamente en el punto 5: En el caso de que una configuración técnica incorrecta dé como resultado la cantidad errónea de Tiradas Gratis o Tiradas en la Rueda UZU, nos reservamos el derecho de corregirlo eliminando las ganancias recibidas y volviendo a agregar la recompensa con la configuración correcta.

Al haber sucedido esta situación, las ganancias que se han obtenido con este error técnico se han retirado, volviendo a agregar la ganancia correcta.

Siento las molestias que se hayan podido ocasionar.

¿Te puedo ayudar en algo más?

No lo entiendo

si apenas he utilizado las tiradas gratis

solo las que obtenido con las recompensas

Que ustedes me han dado

el 96 % d lo jugado ha sido con dinero real ingresado por mi

ya puedo acceder a mi cuenta?

30 minutes ago

D

Dina

No tiene que ser el caso concreto de unas tiradas gratuitas, se habla de un error técnico donde se reciban ganancias o recompensas erróneas, en ese caso, como es esta la situación, el casino se reserva el derecho de corregir la incidencia eliminando las ganancias recibidas.

que ganancias erróneas?

29 minutes ago

D

Dina

En estos momentos la incidencia sigue vigente, por lo que por ahora no puedes acceder a tu cuenta.

me lo puede desglosar?

cual es el saldo actual de mi cuenta?

28 minutes ago

D

Dina

Tenías unas ganancias totales de 4.062.10 EUR, de dichas ganancias se han retirado el total, debido al error técnico de los juegos y se te han abonado 10 EUR, que es la cantidad correspondiente.

Tu balance en estos momentos es de 10 EUR.

como va a ser eso posible

si tenia 200 euros

empece a jugar

y he conseguido ese dinero

limpiamente

me estáis robando

no lo entiendo

Como se han retirado 4000 euros de ganancias

25 minutes ago

D

Dina

En ese caso, una vez puedas acceder a la cuenta y poder realizar las verificaciones necesarias, puedes indicárnoslo para que sea reportado.

Las ganancias eran erróneas, Juan Carlos, por lo que por ello, tal y como marcan los Términos y Condiciones de nuestra plataforma, el casino se reserva el derecho de corregirlo o eliminarlo.

Siento mucho las molestias que ha podido causar esta situación.

Porque eran erróneas?

Si los conseguí jugando a diversas solts

Es una robó en toda regla

Molestias no

Es un robo

22 minutes ago

D

Dina

Como te he comentado un poco más arriba, la incidencia proviene de los juegos.

voy a demandar a la organización a la DGOJ

22 minutes ago

D

Dina

Entiendo tu molestia, y cualquier acción que tomes es respetada por nuestra parte.

como va a provenir de ahi

si me dieron los premios correctamente

solo que vosotros habéis decidido que no son legales

porque los he ganado

Reseñas negativas en todos lados

20 minutes ago

D

Dina

La incidencia de los juegos proviene de un problema técnico, el cual ha provocado el mal funcionamiento de los mismos.

o sea que de 4120 euros que he ganado limpiamentr

me habéis dejado 10 euros en la cuenta

Que problema técnico es ese?

Que a veces tenéis que dar dinero en vez de sólo recibirlo, y cuando tenéis que darlo ustedes decís que es un problema técnico y me retiráis las ganancias

menuda estafa en toda regla.

el peor casino del mundo

17 minutes ago

Mensajes nuevos

D

Dina

Lamento mucho las molestias Juan Carlos, entiendo tu acción y malestar.

Si necesitas cualquier otra cosa no dudes en contactar de nuevo con nosotros a través del chat o email vip@playuzu.es ¡Estaremos encantados de ayudarte!

Ha sido un placer haberte atendido ¡Qué vaya bien!

Enviado. ¡Gracias por sus comentarios!

Por favor necesito ayudar para ver si puedo demandar a estos chorizos que me han estafado.

Dear Pablitobienbe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history in Excel format along with any relevant communication to veronika.l@casino.guru? You may request your gaming history directly from the casino.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

I'll send you the evidence I have by email or here

Te mando al correo o aquí las pruebas que tengo

Thank you very much, Pablitobienbe, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Pablitobienbe,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite PlayUZU Casino ES to join the conversation and participate in the resolution of this complaint.

Dear PlayUZU Casino ES,

Can you please provide more information regarding the technical issue? How has this culminated in the confiscation of the player's funds in their entirety?

Kind regards,

Adam

Hello Pablitobienbe,

I received information from the casino that this matter has been resolved and the funds that were mistakenly removed have already been returned to you.

Can you please confirm this?

Kind regards,

Adam

Dear Pablitobienbe,

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

Although it seems that the situation may have been resolved, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint. The player can reopen this complaint at any time.

Kind regards,

Adam