The player from Mexico reports that PlayUZU casino is withholding his legitimate deposit of $4,000.00 MXN despite confirmation from the payment processor STP that the funds were successfully transferred. After escalating the issue to the casino’s management, he receives no resolution, prompting him to file complaints with regulatory authorities.
PlayUZU Casino MX - Player’s deposit is being withheld by the casino.
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Current status
Waiting for player to reply
5d 15h 3m 18s
PlayUZU Casino MX
Safety Index 8.6 HighCase summary
Discussion
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3 weeks ago
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3 weeks ago
Dear augustolozano84,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To proceed with your case, could you please forward me the following documents?
- deposit receipt
- screenshot of your transaction history in your casino account showing the missing deposit
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
My email address is jean.s@casino.guru. Thank you for your patience and cooperation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Jean
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2 weeks ago
Translation
Good afternoon, in response to your request for information, I have forwarded at least six emails containing dialogues, information, and documents that I sent to Casino Uzu through their celebrity email address, as well as screenshots of various conversations via the app's chat, the payment receipt or proof of payment from Banco de México confirming the status of the transfer I sent to the casino on May 23rd, the last two bank statements for my Nu account, and the document I sent to the specialized STP unit, where they ultimately determined that the payment had been settled in the STP account managed by the casino. Previously, players could download a withdrawal and deposit history from the Uzu platform, but this is no longer possible. I tried to send all relevant information demonstrating the casino's complete lack of response to my complaint and the abysmal customer service. Even less than a week after contacting their help chat, they called me back, but again, they only asked for documents I'd already sent and haven't resolved anything. In my desperation, I've been visiting the Uzu website to warn other users to avoid playing at this casino, as my situation is desperate.
I also found a Facebook page called Uzu Casino Dangerous. I would like you to review the comments and experiences of other users.
Automatic translation:
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1 week ago
Dear augustolozano84,
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, Martina, (martina.b@casino.guru). 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,
Jean
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1 week ago
Dear augustolozano84,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite PlayUZU Casino MX representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case?
Thank you in advance for providing the information.
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6 days ago
Hi
In our last communication with you on 20/07, we informed you that we were unable to locate the deposit based on the information provided, including multiple proof of payment screenshots.
Our Team reviewed the submitted documents and confirmed that there was no record of the deposit being made to your casino account. We also told you additionally that the beneficiary account shown in the screenshots does not correspond to your bank account.
We also requested from you to provide a bank statement so we could investigate the matter further.
we are still waiting for this
