The player from Mexico faced repeated issues with unrecorded deposits at the casino, specifically a $4,000 payment made via PayPal that had not been credited to his account. Despite contacting customer support and filing a dispute with PayPal, he received inadequate responses and had concerns about losing PayPal protection if he closed the dispute. This was part of a larger pattern of issues he had experienced with the casino. The complaint was resolved after PayPal investigated and ruled in the player's favor, refunding the full amount, as the casino failed to provide a direct solution. The case was closed by the Complaints Team following the player's confirmation of resolution through the payment provider.
PlayUZU Casino MX - Player's deposits are unrecorded and delayed.
Resolved
Our verdict
Case closed
Amount: Mex$4,000
PlayUZU Casino MX
Safety Index 8.6 HighCase summary
Discussion
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3 weeks ago
Translation
I'd like to start by noting that I've been a customer of this casino for about two years and I really enjoy its platform and promotions.
I'm a high-level player. However, this is the fourth problem I've had with them regarding the same issue of unrecorded deposits or transfers.
On May 26th, I made a payment of $4000 through PayPal on the Play Uzu platform. I immediately received notification of the charge to my bank account and also in my PayPal account. However, the money was not credited to my account, even though it is usually credited almost immediately.
After a few minutes of waiting, I contacted an advisor in the help chat, but they generally use bots and I didn't get an answer to my problem because technically they told me that they had to wait.
I decided to send an email, and it was practically the same response as in the help chat. I waited a few days hoping for a refund to my bank account or for my casino balance to be credited, but that didn't happen.
I decided to file a complaint with PayPal's help center, and they opened a dispute, initially in a conciliation and dialogue stage with the casino. However, they contacted me via email twice, technically asking me to close the dispute so they could refund my money. I find this unethical, and I know perfectly well that if I close the dispute, I lose all PayPal protection regarding that transaction without any guarantee of a refund. I am closing this complaint, attaching my evidence, but also noting that this is a very common problem with this casino's users. I should mention that a few months ago I had a similar case where they didn't respond to PayPal at all, and the dispute was resolved in my favor. On that occasion, it was for $1,000. I also want to state that I have another similar case involving an STP transfer with this same casino, and that complaint is also being processed by STP representatives. I also have another deposit under the same circumstances, worth $1000, which I will also claim in due course. I've attached some screenshots of my conversations with the casino, as well as the transactions related to this case, hoping it will be helpful to other users and that Guru Casino can mediate or assist me if possible.
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2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
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Stay safe.
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2 weeks ago
Dear augustolozano84,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider, which you're already doing. They need to investigate but bear in mind that it’s a complicated process that takes one month approximately.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Jean
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2 weeks ago
TranslationSo, I'll wait for PayPal to resolve this... I find it unfair and regrettable that this casino engages in these practices; their customer service is deficient.
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1 week ago
TranslationDear Casino Guru and Jean team,
I am very grateful for the space and follow-up you gave to my case during this time.
I am writing to inform you that I am closing this current complaint regarding the $4,000 MXN deposit. I want to publicly state that PlayUZU casino never showed any willingness to help or provide me with a direct solution to credit these funds to my gaming account.
Fortunately, my payment provider (PayPal) conducted the corresponding investigation into the casino's failure to provide service and, after evaluating the evidence, formally ruled in my favor, returning my money in full.
I am closing this case to maintain order on the platform, but making it clear that the resolution was achieved thanks to a third party (PayPal) due to the casino's lack of response.
Thank you very much for your support.
[redacted]
Edited by a Casino Guru admin
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1 week ago
TranslationI just want to clarify and request that this case be closed, given the negative precedent I mentioned in previous comments.
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3 days ago
Dear augustolozano84,
We're glad to hear that your missing deposit has been resolved and Paypal was able to get your money back. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation.
Thank you for your time.
Best regards,
Jean
