The player from Mexico faces repeated issues with unrecorded deposits at the casino, specifically a $4,000 payment made via PayPal that has not been credited to his account. Despite contacting customer support and filing a dispute with PayPal, he receives inadequate responses and concerns about losing PayPal protection if he closes the dispute. This is part of a larger pattern of issues he has experienced with the casino.
PlayUZU Casino MX - Player's deposits are unrecorded and delayed.
Opened
Current status
Waiting for player to reply
29d 22h 20m 6s
PlayUZU Casino MX
Safety Index 8.7 HighCase summary
Discussion
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yesterday
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.
Automatic translation:
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1 hour 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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1 hour 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
