PlayUZU Casino MX - Player’s winnings have been ignored.

Hello, I have had problems for a few months now and every time I contacted support I did not get a solution, rather they ignored my problem and repeated the same response which did not provide a solution despite sending screenshots with the problems that occurred.

The problems I had were that I was not credited with bingo cards, free spins or winnings from free spins on deposit.

The screenshots are quite a few, it seems that only 5 of them can be uploaded.

Dear mijodgs182, 

I'm really sorry to hear about your issue with PlayUZU Casino MX.

I understand your perspective, but it's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.

If you're unable to activate this type of bonus, there is likely a specific reason for it. However, we do not investigate these reasons further and we cannot compel casinos to provide specific bonuses to you.

Please, let me know if there is anything else I could help you with.

Regards,

Nick

Hi Nick.

I understand what you are saying, however, what I am claiming was won by betting and depositing in accordance with the promotions that were in effect at that time.

Dear mijodgs182, 

Can you please forward any evidence related to this case and the communication between you and the casino to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Hi, of course that seems fine to me since I can add screenshots of the problems I have had in the email.

Greetings

Dear mijodgs182, 

I could not locate any e-mail from you so far.

Can you please advise if you did send it?

Regards,

Nick

Good day.

Sorry for the delay, I just sent the email requesting

Dear mijodgs182, 

Unfortunately, we do not have the capacity to go through over 40 pages of conversation, especially in other than English language.

Would it be possible to forward only the most important ones or properly describe what exactly happen there and what solution did the casino offer you?

Awaiting your response.

Regards,

Nick

Hello Nick.

Of course I will review the conversation to translate it and send the screenshots.

There is no mention of any solution.

Since at first they told me that they sent my case to the designated area,

But with the claim of winning free spins for deposit that was not validated, the following answers were repetitive and without a solution. It seems they only copy and paste part of the previous answer, it even feels like a joke.

I will try to send the information as soon as possible.

Thanks Nick.

Dear mijodgs182, 

Have you been able to forward any additional screenshots/evidence as I could not locate any new e-mail from you.

Regards,

Nick

Hello Nick

Again, I apologize for the delay. I've had some work to do as Easter is approaching.

I saw the language options in the chat which does not have the ability to change the language.

I'll gather the screenshots from which I requested the prizes that weren't credited, and on the side I'll add the translation of the same screenshot to make the file less heavy. I'll put it together in PDF.

Greetings and thanks

Dear mijodgs182, 

We are still awaiting the e-mail from you.

I understand that you might be busy but please keep in mind that we can't keep the complaint open without your cooperation.

Looking forward to hearing from you.

Regards,

Nick

Dear mijodgs182,

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.

Hello, thank you.

I will send you the information in a few hours,

Another question... Can I open another complaint about another casino? Even if I already have one?

Dear mijodgs182,

Yes, you are welcome to open a new complaint regarding a different casino.

However, as we have not received the requested evidence for over a month, we will now proceed to close this complaint. Unfortunately, we are unable to keep it open indefinitely without the necessary information.

Should you wish to reopen the complaint, please feel free to do so by submitting the required documentation.

Best regards,

Nick