PlayUZU Casino MX - Player’s deposit not credited.

Good day, I made a deposit on June 10th to my Playuzu account. The amount was deducted from my bank account, but the balance was never credited to my Playuzu account. When I contacted customer support, they told me they need a bank statement. I've already sent evidence with images, but they keep asking for the statement. Unfortunately, I cannot obtain the statement until the end of the current month since my bank only generates it at the end of the month.

I am also attaching evidence showing that the deposit was successfully made, as confirmed by the regulatory institution in my country, but the funds still haven't appeared in my account.

Dear rocervus,

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 which takes approximately one month. In these cases, 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.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Good night thank you. The detail is that the payment was made successfully, in the images you can see how Banxico, the organization in my country in charge of transfers, puts in the file that the amount reached the sender correctly. I can still send any other evidence that they occupy

Dear rocervus,

Please be sure to forward the payment confirmation to the casino as soon as possible. After that, recovering the funds from a lost deposit may take up to 30 days (can take much shorter of course).

Let us know in case of any update.

Dear rocervus,

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.

Well, I still have no response about the payment to my account, I sent the part where the payment is confirmed by my bank and it is deducted from my account. But I'm still waiting for a response and I still don't have it.

Hello rocervus,

As stated above, it might take up to a month for the casino to locate the lost balance. All I can do is to recommend you to wait a few more weeks.

I understand, thank you very much.

Dear rocervus,

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.

Good afternoon, I already sent the June account statement showing that I made the transfer but they still haven't given me a response or answered my messages.

Likewise, I had a problem with them again since on June 29 I made a withdrawal with them for the amount of 3,500 mxn and I only received 35.00 mxn

I already filed the complaint but they still remain unresolved, they asked me to send a screenshot of the account where it was deposited and I did, and then they only told me to send an email which I did but I still have no response from the casino.

I attach evidence of the June account statement where it is seen that I made the spei for 4985 mxn and it never reached my account and also evidence of the withdrawal of 3,500 mxn and that only 35 mxn arrived.

The account statement doesn't let me upload it here but I can gladly share it to an email so they can see it.

Hello rocervus,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you rocervus for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, rocervus,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear PlayUZU Casino team,

Could you please look into the player's issues and provide us with the results of your investigation?

Dear rocervus,

I was in contact with the casino representative outside the thread, and this is the information I received:

• In the meantime, your deposit of 4985 MXN should have been already credited to your casino balance on July 25, 2024
• There is a confirmation of the full payment of 3500 MXN made by the casino on June 29, 2024, to your payment method; I was informed that the casino also sent you multiple payouts after the 3500 MXN withdrawal, without any complaints on your side
• In case you still believe you were credited with 35 MXN instead of 3500 MXN, we will need your bank statement(s) and provide it to the casino so they can open a new investigation on their side

Can you please confirm the above-stated and that issues have been successfully resolved, or is there anything else I can help you with?

As was mentioned - in case you still believe you were credited with 35 MXN instead of 3500, we will need the bank statement(s). Therefore, if you need the casino to start an investigation regarding that, please forward official bank statements (transaction history from your payment method - Scotiabank account ending *4835), for the period from June 28, 2024, to the end of July 2024. Feel free to send it to my email (branislav.b@casino.guru) and inform me here when it is done.

Thank you ! I have already sent the documentation requested for them to review the case, send it to the aforementioned email.

Thank you for your email and the provided documents, rocervus. I am sorry for the delay.

I forwarded the communication to the casino representative and am waiting for an update. If I have any news outside the thread, I will inform you.

Setting up the timer for the PlayUZU Casino team.

Thank you for your patience and understanding.

There was no response then?

Extending the timer by 7 days for the casino. I was in contact with them recently, and I am waiting for an update.

I will ping them outside the thread and inform you about any news.

Thank you for your patience and understanding.

Dear rocervus,

I received an update:

The casino's payment provider/processor reviewed your bank statement and asked their own bank as a priority request to review the transaction.

Since this may take longer and it depends mainly on 3rd party provider and their bank, and the casino cannot influence or speed this process up on its side, I am extending the timer for the casino once again, waiting for updates from the casino representative.

So let's stay patient and positive, and wait for news from the casino. It is still good news when we know that the investigation is still ongoing.

I sincerely hope I will be able to share with you more soon.

Thank you for your infinite patience and understanding.

Dear rocervus,

Although you should have been already informed about it by the casino itself - great news is here.

I received the update from the casino representative recently:

• The investigation was finished and the casino's bank confirmed the withdrawal in question was incorrectly paid before, waiting to send the missing balance
• You were contacted regarding your bank details and already submitted them in the meantime
• All the necessary information and details were forwarded to the casino's bank, which will process/processed the payment
• The casino apologizes for the error and the delay in resolving the issue, which is understandable, but anyway, they were able to help us and solve your issue

Can you please confirm the above-stated and provide us with an update on the matter? Is there any progress?

Feel free to let us know once you receive the payment of the remaining amount of the mistaken withdrawal if it has not reached your payment method yet, and whether there is anything else we can help you with or we can consider the case solved and close it accordingly.

Dear rocervus,

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.

Thank you very much, I confirm that it has already been resolved and the deposit correction has been made. On the part of the casino, they apologized to me and deposited the missing amount.

Great news, rocervus!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Thanks also to the PlayUZU team for their help and cooperation!

Best regards,

Branislav, Casino.guru