PlayUZU Casino MX - Kasino pidättää pelaajan talletuksen.

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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

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.

Buenas tardes , en atención a la solicitud de información he reenviado al menos 6 correos electrónicos de diálogos , información y documentos que he remitido a Casino Uzu a través de su correo de celebridades , además de capturas de pantalla de diversas conversaciones a través del chat de la app, el recibo del pago o comprobante de banco de México del Status de liquidado de la transferencia que envié al casino el día 23 de mayo. Los últimos dos estados bancarios de mi cuenta Nu . El documento que envié en su momento a la Unidad especializada de stp dónde ellos al final resolvieron que el pago estaba liquidado en la cuenta STP que administra el casino . Anteriormente el jugador podía descargar un historial de retiros y depósitos de la plataforma de uzu y actualmente eso ya no es posible . Trate de enviar toda aquella información relevante que demuestra la nula respuesta del casino a mi reclamo y la pésima atención del servicio al cliente. Incluso hace menos de una semana después de estar en el chat de ayuda me hicieron una llamada telefónica pero igualmente solo me solicitaron documentos que ya envié y no resuelven nada. En mi desesperación he estado visitando la página de uzu para hacer comentarios a los usuarios que eviten jugar en este casino pues mi situación es desesperante

También encontré en facebook una página llamada uzu casino peligroso.me gustaría que revisaran los comentarios y situaciones de otros usuarios

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

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.

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

Dear augustolozano84,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru