PlayUZU Casino - La cuenta del jugador está cerrada después de quejas sobre el RTP.

Dear Sirs, first of all I want to let you know that I have been unable to make a withdrawal at PlayUzu for months because when I made deposits and started playing the Wild West Gold Megaways slot from Pragmaticplay, which is the one I always play, it was practically impossible to receive a prize, there were hundreds of spins without the bonus appearing and when it did appear it was a miserable prize, it was always the same, I tried to talk to the VIP executives because apart from everything they had turned me into a celebrity, and their response was always the same, that chance and luck were not on my side but it was too strange that for months I was not lucky like them. For the millions of Chilean pesos that I had deposited without winning, I asked them for compensation, a little gift, especially because I am a VIP client and supposedly they themselves indicate that they treat them in a special way, unfortunately they always responded that they had no availability and that they would contact me when they had a gift, the worst thing is that the gifts they gave me were due to my insistence and were miserable, many times with winnings of 0 pesos and I felt that they were practically making fun of me. But today, Thursday, February 20, while I was talking to an executive named Lourdes who again refused my request and proceeded to end the chat, I realized what the reason was that I could never win or that the payout was so low and the reason is that the RTP of the wild west gold megaways game presented a notable difference with other bookmakers, even with the same provider, since in other casinos it is 96.44% while in PlayUzu it is 94.32%, when reporting this situation to the executive Lourdes did what he always does, indicating that the comparison with other casinos is not influential since it is not information that they handle, but the indifferent and contemptuous behavior changed completely when I told him that mysteriously the DEMO version of the game in the PlayUzu casino itself did have the correct RTP of 96.44% but the real money version was 94.32% to which Lourdes began to ask me for screenshots with a concern like never before. Obviously he had discovered the reason for never managing to win and that worried him too much, feeling cornered and for the first time in more than a year and a half playing and depositing in his casino, especially considering that these months I have considerably lowered the deposits, he asked me questions related to the game such as: do you feel comfortable with the level of expenses and play in the casino? Has the game put you in a bad financial situation? Have you used money in the game intended for other purposes? And the worst of all and with more bad intention: do you agree with the amount of money lost in the casino? Obviously that last question was intended to wash his hands in case I filed a claim for the deception carried out with the RTP in his games. I had answered him but I was not satisfied with the answers and he asked me to be clearer, I was in that when suddenly the session was closed and when I re-entered the chat had disappeared and it no longer allowed me to play with real money. Fortunately and with experience, I have screenshots of all the conversations I had with the executives for weeks and especially the conversation I mentioned, where the lack of concern until this moment when I found the error is clear. I also inform you that to protect myself and demonstrate everything, I made a screen recording where the difference in the RTP that I reported to you in the demo version vs the real money version is shown. I also have the game history for months in excel that they themselves provide so that anyone can realize that they did not give out prizes and it was impossible to win and it was not a matter of luck or chance. After everything stated above, including that I have the evidence that demonstrates everything mentioned above, adding the lack of concern of their executives and lack of solutions since at first I only asked for a gift that was decent, I want it to serve as a lesson to them and to reimburse me for all the money I have lost in the games that have the fixed RTP that must be approximately around 4,000,000 CLP if not more because I have been like 5 or 6 months without being able to make a withdrawal. I would also ask you to make public what this casino does with the RTPs so that no one else is deceived and knows the fraudulent behavior they have. As I mentioned before, if you need it, I have the proof of absolutely everything stated in this claim. Thank you very much for your support. If you need me to attach more files, let me know, I even have screen recordings.

Estimados, primero que todo informarles que llevo meses sin lograr realizar un retiro en PlayUzu ya que cuando realizaba los depósitos y comenzaba a jugar en la tragamonedas wild west gold megaways de pragmaticplay que es la que siempre juego era prácticamente imposible recibir un premio, eran cientos de tiradas sin aparecer el bonus y cuando aparecía era algo miserable de premio, siempre era lo mismo, trate de hablar con los ejecutivos vip porque aparte de todo me habían convertido en celebridad, y la respuesta de ellos siempre era la misma, que el azar y la suerte no me acompañaba pero era demasiado extraño que durante meses no tuviera suerte como ellos. Por los millones de pesos chilenos que había depositado sin lograr ganar les pedía una compensación un regalito sobre todo porque soy un cliente vip y supuestamente ellos mismos indican que los tratan de manera especial, lamentablemente ellos siempre respondían que no tenían disponibilidad y que me contactarían cuando tuvieran un regalo, lo peor es que los regalos que me llegaron a otorgar era por mi insistencia y eran miserables muchas veces con ganancias de 0 pesos y sentía que prácticamente se burlaban de mi. Pero el día de hoy jueves 20 de febrero mientras conversaba con un ejecutivo llamado Lourdes el cual se negaba nuevamente a mi solicitud y procedía a terminar el chat me percate cual era el motivo de que nunca pudiera ganar o que la retribución fuera tan baja y el motivo es que el RTP del juego wild west gold megaways presentaba una diferencia notable con otras casas de apuestas incluso con el mismo proveedor ya que en otros casino es del 96.44% mientras que en PlayUzu es del 94.32%, al informarle dicha situación al ejecutivo Lourdes hizo lo de siempre, indicar que no es influyente la comparación con otros casinos ya que no es información que ellos manejen, pero el comportamiento indiferente y despectivo cambio totalmente cuando le indique que misteriosamente la versión DEMO del juego en el propio casino PlayUzu si tenia el RTP correcto de 96.44% pero la versión con dinero real era de 94.32% a lo que Lourdes me empezó a solicitar capturas de pantalla con una preocupación como nunca antes. Obviamente había descubierto el motivo de nunca lograr ganar y eso le preocupo en demasia, al sentirse acorralado y por primera vez en más de un año y medio jugando y depositando en su casino sobre todo considerando que estos meses baje considerablemente los depósitos me realizó preguntas relacionadas al juego como por ejemplo: te sientes cómodo con el nivel de gastos y juego en el casino? Te a puesto el juego en una mala situación financiera? Has usado dinero en el juego destinado a otros fines ? Y la peor de todas y con más mala intención: estás de acuerdo con la cantidad de dinero perdido en el casino? Obviamente esa última pregunta tenía la intención de lavarse las manos en caso de que yo colocará un reclamo por el engaño realizado con los RTP en sus juegos. Yo le había respondido pero no sé conformo con las respuestas y me pidió que fuera más claro, estaba en eso cuando de pronto se cerró la sesión y al volver a ingresar había desaparecido el chat y ya no me permitía jugar con dinero real. Por fortuna y experiencia tengo capturas de pantalla de todas las conversaciones realizadas con los ejecutivos durante semanas y sobre todo de la conversación que les comento, donde queda clara la nula preocupación hasta este momento que encontré el error, también les informo que para resguardarme y demostrar todo realice una grabación de pantalla en donde se muestra la diferencia de los RTP que les informe en la versión demo vs la de dinero real. También tengo el historial de juego de meses en excel que ellos mismos proporcionan para que cualquiera se de cuenta que no entregaban premios y era imposible ganar y no era cosa de suerte ni azar. Después de todo lo expuesto anteriormente, incluyendo que tengo las pruebas que demuestran todo lo mencionado anteriormente, sumando la despreocupación de sus ejecutivos y nulas soluciónes ya que en un principio solamente pedía un regalo que fuera decente, quiero que les sirva como lección y me retribuyan todo el dinero que he perdido en los juegos que tienen el rtp arreglado que aproximadamente debe rondar en 4.000.000 CLP si es que no fuera más porque llevo como 5 o 6 meses sin lograr realizar un retiro. También les pediría que hicieran público lo que hace este casino con los RTP para que nadie más sea engañado y sepan el comportamiento fraudulento que tienen. Cómo les mencioné anteriormente, si lo necesitan tengo las pruebas de absolutamente todo lo plasmado en este reclamo. Muchas gracias por su apoyo. Si necesitan que adjunte más archivo me avisan, tengo hasta grabaciones de pantalla.

Dear Jvcis93,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayUZU Casino.

Please note the questions the representative asked you seem to be related to 'responsible gambling' measures by which the casino determines whether to protect you from further play. Serious and licensed casinos will try to determine whether your activity is causing you harm or not, however, it's not a standard practice everywhere.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly your access to your account is limited? Have you asked the support regarding your player's account status?
• Does the casino withhold any balance currently on your player's account
• Could you please forward the Excel records of your gaming activity to me for review? My email is tomas@casino.guru

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

Best regards,

Tomas

Dear. After reporting the RTP anomaly to its executives, the casino asked me questions that I did not answer and limited my account, meaning I can no longer play with real money or enter the games. The main thing is that the RTP indicated by the demo is higher than the real game. I want to clarify that the RTP of the demo does match the page of the provider Pragmaticplay and other casinos, but the real money version is much lower. In any case, I have already sent the requested information to Tomás, in which it is clearly seen that from the end of October to date, the total total bets are 6,941,043.75 CLP and the total payments are 5,373,935.00 CLP with a total profit of 0 CLP.

Estimados. El casino lo que hizo después de informar la anomalía del RTP a sus ejecutivos, fue hacerme preguntas que no conteste y limitar mi cuenta, es decir ya no puedo jugar con dinero real ni entrar a los juegos. Lo principal del caso es que el rtp que indica el demo es mayor al juego real, quiero aclarar que el rtp del demo si coincide con la página del proveedor pragmaticplay y de otros casinos pero la versión con dinero real es mucho mas baja. De todas maneras ya envié la información solicitada a Tomás en la cual se aprecia claramente que desde fines de octubre a la fecha el total de apuestas totales es 6,941,043.75 CLP y los pagos totales son de 5,373,935.00 CLP con una ganancia total de 0 CLP

Thanks for the provided information

First, let me acknowledge I reached the same result as you presented in your post and email.

Second, please note the RTP in demo games is usually higher. It's a practice used in many online casinos and it's not something we consider an unfair practice.

Third

Please remember that RTP for a game is balanced around the existence of big wins the player can achieve. As proportionately fewer players will win a 'jackpot', more players will experience a lower RTP as a result. Based on the sample provided, we can't conclude our experience with the slot was extraordinary. If you disagree with our conclusion, I would recommend you contact the casino's licensor

(articles accessible from the English version of our website) https://casino.guru/licensing-authorities/spain-license

guide on how to contact the regulator: https://casino.guru/submitting-complaints-to-regulators

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.