PlayUZU Casino MX - El jugador tiene problemas para completar la verificación de la cuenta.

I want to withdraw cash, but to do so they ask me to send proof of address, I already sent it but they tell me that it could not be verified, I contacted support and they tell me that I just have to modify my curp because it is wrong, but the system does not give the option to modify it. I sent evidence of the problem and they told me that they would escalate my situation but I have not received a response

Quiero retirar efectivo, pero para hacerlo me piden que envie comprobante de domicilio, ya lo envie pero me dicen que no se ha podido verificar, contacté a soporte y me dicen que solo debo modificar mi curp porque está mal, pero en el sistema no da la opción para modificarla. Mandé evidencia del problema y me dicen que escalarian mi situación pero no he obtenido respuesta

Dear ffarm097,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

That's right, it's the only document that the platform asks me to be able to withdraw money. I have also sent the document several times for verification, however you keep rejecting it.

Asi es, es el unico documento que me solicita la plataforma para poder retirar dinero. Asi mismo he enviado el documento varias veces para su verificación, sim embargo me lo sigues rechazando.

Thank you very much, ffarm097, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi ffarm097,

I've just reviewed your case and am sorry to hear about your struggles with completing the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear PlayUZU Casino MX, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What are the exact problems with the documents the player has sent to you?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Dear ffarm097, we've received new information from the casino. The casino representative has said that your account had been verified and the withdrawal request was processed yesterday. Please, let us know if you can check the status of your account and withdrawal request. I hope that your payout is already on the way to you, so please inform us when you receive the money.

Best regards,

Natalia

I thank you very much for your attention, I tell you that it has already been verified, and I have already been able to make the withdrawal

Lez agradezco mucho por su atención, les comento que ya ha sido verificada, y ya he podido hacer el retiro

Dear ffarm097,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia