PlayUZU Casino MX - Ο παίκτης πιστεύει ότι η ανάληψή του καθυστέρησε.

I've been trying to withdraw 350 since July 15th, and it hasn't gone through. The problem is that the withdrawal has to be processed by the company and then it moves to the next phase, but it never gets past that stage. It just stays stuck on "processing by Play Uzu." After a whole day, they send me an email saying there's a problem, but they don't explain what it is. I've spoken to a specialist, but they just keep blaming each other, saying the payments department is responsible, and they just tell me to request the withdrawal again. It's been like this for three days now. What can I do to get my money back? (1. The first photo shows the pending transaction where it gets stuck and the money is returned; it doesn't even go to the wallet stage. 2. The second photo is the email they send me when they return the money to my Uzu account, without any details on how to resolve the problem or what caused it.)

Llevo desde el 15 de julio que quiero hacer un retiro de 350 y no se a podido ASER el retiro. el problema es que el retiro tiene que ser procesado por la empresa y luego sigue la siguiente fase pero conmigo no llega a la otra fase se queda en procesando por play uzu después de un día entero me mandan un correo donde me dicen que hay un problema pero no me dicen con detalle que es el problema.. eh hablado con un especialista pero igual se la pasan echandose la culpa entre ellos que el departamento de pagos es el que se encarga de eso y solo me dicen que vuelva a solicitar el retiro otravez...y así eh estado ya van 3 días, que puedo hacer para que me den mi dinero? (1.La primer foto es el envío pendiente que se asé y dónde ahí se queda y me regresan el dinero ni siquiera pasa a la fase de wallet... 2.La segunda foto es el correo que me envían cuando me regresan el dinero a mi cuenta de uzu, sin detalles de como resolver el problema o que ocasiona ese problema)

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Dear Morezek137777,

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

I've already checked my documents... Okay, I'll do as you say and wait 14 days. If it gets resolved, I'll come back and update you on what happens. Thank you very much!

Ya verifique mis documentos... Ok haré como me dice y esperaré 14 días.. si se resuelve volveré para actualizarlos con lo q pase.. muchas gracias!

I submitted another withdrawal request and they sent me the same thing again. This is the third time I've tried and they just keep giving me the runaround. They just sent this to me recently, check the time.

Volví a hacer otra solicitud de retiro y vuelven a mandarme lo mismo con esto ya van 3 veces q intento y nomás me tienen a vuelta y vuelta esto me lo acaban de mandar asé poco mire la hora

Dear Morezek137777,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Morezek137777,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru