PlayUZU Casino MX - El depósito del jugador no se ha reflejado.

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.

Hize un depósito a través de SPEI el día 16 de junio, y no se vió reflejado en el saldo y no se me hizo la devolución a mi cuenta de banco, les envié por correo electrónico el estado de cuenta de banco donde se ve reflejada la operación y la captura de pantalla de la transacción que tomé desde la app de mi banco, al no tener respuesta descargué el comprobante de la operación desde la página de BANXICO en donde el estatus de la operación aparece claramente como "liquidada" (esto quiere decir que el dinero se entregó correctamente a la cuenta receptora)., Hoy es 23 de julio osea que ya pasó más de un mes y el equipo de atención al cliente solamente me dice que el caso ya fue escalado al departamento encargado pero de esto ya ha pasado más de 20 días sin tener una respuesta, ya les comprobé de todas las formas posibles y aún sigo esperando una solución

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

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

No fue el primer depósito que les hice, ya tengo mucho tiempo jugando en esta plataforma,

Respondiendo a su otra pregunta me puse en contacto con el casino vía e-mail y por el chat en vivo y solo me dicen que el caso fue escalado al departamento encargado pero ya tiene más de un mes de esto sin tener una respuesta

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.

It was already resolved and the balance was added to my account

Ya se me solucionó y el saldo fue añadido a mi cuenta

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