The player from Mexico made a deposit via SPEI on June 16th, which did not reflect in his balance nor get refunded. Despite providing bank statements and transaction receipts showing the deposit was completed, more than a month passed without resolution. The player was advised to contact his payment provider for investigation. The issue was resolved when the balance was eventually added to the player's account.
PlayUZU Casino MX - Player’s deposit has not been reflected.
Amount: Mex$100
PlayUZU Casino MX
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
I made a deposit via SPEI on June 16th, and it did not reflect in my balance nor was it refunded to my bank account. I sent an email with my bank statement where the transaction is visible and a screenshot of the transaction from my bank app. When I received no response, I downloaded the operation receipt from the BANXICO website where the status clearly shows as "liquidated" (meaning the money was correctly delivered to the receiving account). Today is July 23rd, which means more than a month has passed, and the customer service team only tells me that the case has been escalated to the relevant department, but more than 20 days have already passed without a response. I have provided proof in every possible way and am still waiting for a solution.
Automatic translation:
Public
Public
1 month ago
Dear hioj9511,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Could you please advise if it was your first deposit in this casino?
- Have you contacted the payment provider already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
1 month ago
Translation
It was not the first deposit I made to them, I have been playing on this platform for a long time,
In response to your other question, I contacted the casino via email and live chat and they only told me that the case was escalated to the department in charge but it has been more than a month since this without having a response
Automatic translation:
Public
Public
1 month ago
Thank you for your reply, hioj9511. Please note that I suggested that you should contact the payment provider/bank. Have you already done that? If yes, please forward all the relevant communication between you and your bank to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Public
Public
1 month ago
Translation
It was already resolved and the balance was added to my account
Automatic translation:
Public
Public
1 month ago
Dear hioj9511,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
