The player's deposit was not credited for unknown reason. We rejected the complaint because the player didn't respond to our messages and questions.
PlayUZU Casino MX - The player's deposit was not credited.
Amount: Mex$200
PlayUZU Casino MX
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8.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
The reason for the complaint is because I made a transfer with the SPEI system and the funds were deducted from my bank account but they are not in my casino balance and I tried to contact the casino support and they told me that the transfer could take time and well wait for the maximum time that the transfer can take and well the funds in my balance did not appear and well I go to track the transfer to see if there is any problem with the bank or what happened and at the time of tracking I realize that the transfer is already settled (that is, it was already made by my bank to the account that the casino provided me to make said payment) so they already have the money in their account but without further ado I contact the casino again and They no longer respond to me, I sent them an email with the data and screenshots of the transfer and the tracking where it appears settled and the account number to which it was sent, well, I sent the corresponding data to to verify that without a doubt I had deposited them and that I wanted a solution since they already had the money in their account but I did not receive the money in my balance and without further ado I did not receive any solution or any response from them by any means try to communicate for several days now and they didn't answer him and I think it's not worth doing this I feel cheated since they don't answer and I don't want that if they don't return my funds or add them to my balance I don't want it to happen to him to someone else to more users so that they are aware of my problem and they know whether to trust this casino or not since it is annoying that they do not even face me or that they do not answer that is the most annoying thing that they make fools of him support but I leave you the proofs of this and I hope you can help me with this problem in advance thank you very much and greetings
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2 years ago
Dear elnegruchini,
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
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2 years ago
Thank you elnegruchini for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello elnegruchini
I'm Michal and I have taken over your complaint. I have reviewed your case and understand your frustration, but sometimes there can be unexpected delays with financial transactions which are not caused by the casino directly. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, can have a major influence. It's good that you have contacted your bank and provided evidence that the payment has been processed on their side, the casino should be able to find the "lost" payment much quicker.
We would like to invite PlayUzu Casino MX to join the conversation.
Dear PlayUzu Casino MX,
Can you please provide some information regarding the player's deposit?
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2 years ago
Translation
Well, here I leave you another more specific test that I request from the spei payment system with my name and specified date and time, as well as the account data provided by the casino, which was indicated to me at the time I started the procedure to deposit Ami account. from casino I hope with this it is clearer and have no doubts that if said transfer was made which I still do not receive in my casino balance
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2 years ago
Thank you elnegruchini, for providing additional evidence now we need to wait for the casino to react
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Hello elnegruchini
Just to let you know, I'm in contact with the casino and they are looking into this, I will extend the timer for the casino to find out what has caused the deposit issues
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2 years ago
Hello elnegruchini
The casino informed me, that you had some deposit declines before and that the deposits have been returned back to your bank account. The casino did not receive any of your deposits on their end.
If you still believe that the deposit was debited from your account, we would need a new valid bank statement for the 30+ days to investigate further
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2 years ago
Translation
None of that I already sent you the bank statement since last week since they sent me an email and I indicated such a deposit that I made to you for which is the reason for my complaint I already sent you what you asked for and without a doubt in the statement sent no return of said deposit or any information that proves that a refund or anything has been made to me, so what do they really want me to do, they hope that the money is already lost or why do I not see a clear solution or no information that is significant on their part because as I said before they already have the information since last week the bank statement that they ask me to see if I made the deposit and see if it was somehow returned to my bank account which was not So it was not returned but it is reflected as charged in my bank account and sent to your account and I have not received it in my casino balance for more than a month and I still have said problem since nothing is resolved, they think about this matter 😡😡😡🤬🤬🤷🤷🙍🙍
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2 years ago
Translation
and here I leave the photos that if I sent said information they should not have any problem, much less understand their response or that they continue saying that they did not receive such a deposit, the truth is that I do not understand why they are not clear. And don't think about it anymore, that all this is annoying unpleasant, just tell me you know that nothing will be returned to you and I would understand better than asking for information which I have sent you and they come out with no when it is clearly on the bank statement it shows that they did receive and that it was not returned to date, far from it, it is incredible that they are not able to solve it or that they tell me that they did not receive anything when the test is being sent to them and clearly it is the opposite, not really that I expected much you but I see that I was wrong and above all I feel like a fool to think that they would solve it
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2 years ago
Dear elnegruchini
I understand your frustration and have asked the casino to check your account once more. I will update you when I receive any new information back.
Just to check you have sent your new valid bank statement for the last 30+ days to the casino right?
Can you please forward the email to me at michal.k@casino.guru
Thank you
