PlayUZU Casino MX - Los depósitos de los jugadores no se registran y se demoran.

I'd like to start by noting that I've been a customer of this casino for about two years and I really enjoy its platform and promotions.

I'm a high-level player. However, this is the fourth problem I've had with them regarding the same issue of unrecorded deposits or transfers.

On May 26th, I made a payment of $4000 through PayPal on the Play Uzu platform. I immediately received notification of the charge to my bank account and also in my PayPal account. However, the money was not credited to my account, even though it is usually credited almost immediately.

After a few minutes of waiting, I contacted an advisor in the help chat, but they generally use bots and I didn't get an answer to my problem because technically they told me that they had to wait.

I decided to send an email, and it was practically the same response as in the help chat. I waited a few days hoping for a refund to my bank account or for my casino balance to be credited, but that didn't happen.

I decided to file a complaint with PayPal's help center, and they opened a dispute, initially in a conciliation and dialogue stage with the casino. However, they contacted me via email twice, technically asking me to close the dispute so they could refund my money. I find this unethical, and I know perfectly well that if I close the dispute, I lose all PayPal protection regarding that transaction without any guarantee of a refund. I am closing this complaint, attaching my evidence, but also noting that this is a very common problem with this casino's users. I should mention that a few months ago I had a similar case where they didn't respond to PayPal at all, and the dispute was resolved in my favor. On that occasion, it was for $1,000. I also want to state that I have another similar case involving an STP transfer with this same casino, and that complaint is also being processed by STP representatives. I also have another deposit under the same circumstances, worth $1000, which I will also claim in due course. I've attached some screenshots of my conversations with the casino, as well as the transactions related to this case, hoping it will be helpful to other users and that Guru Casino can mediate or assist me if possible.

Comienzo señalando que soy cliente de este casino desde hace aproximadamente dos años y disfruto mucho su plataforma y promociones

Tengo un alto nivel de jugador . Sin embargo es ya el cuarto problema que tengo con ellos por el mismo tema de depósitos o transferencias no reflejadas.

El día 26 de mayo realicé un pago de $4000 a través de Paypal en la plataforma de play uzu. Inmediatamente me llegó la notificación del cargo a mi cuenta bancaria y también en mis movimientos de Paypal. Sin embargo ese dinero no se acreditó en la cuenta , cuando por lo general se acredita casi de inmediato.

Después de algunos minutos de espera , contacte en el chat de ayuda con un asesor pero generalmente usan bots y no obtuve una respuesta a mi problema pues técnicamente me respondieron que tenían que esperar .

Decidí enviar correo electrónico y prácticamente fue la misma respuesta que en el chat de ayuda . Deje pasar algunos días esperando que se me devolviera el dinero a cuenta bancaria o se acreditará mi saldo ena cuenta del casino pero eso no ocurrió

Decidí iniciar una queja o reclamación en el centro de ayuda de Paypal y abrieron una disputa inicialmente en una etapa de conciliación y diálogo con el casino . Sin embargo me escribieron a través de correos electrónicos en dos ocasiones técnicamente pidiendo que cierre el reclamo para que ella puedan devolverme mi dinero , situación que me parece una falta de ética y que se perfectamente que si cierro la disputa o reclamo pierdo toda la protección de Paypal respecto a esa transacción sin tener la certeza de que me devuelva. . Cierro. esta queja anexando mis evidencias pero también señalando que es un problema muy recurrente de este casino con usuarios. Comentar que ya hace algunos meses tuve un caso similar donde no contestaron nada a Paypal y se resolvió la disputa a mi favor . En aquella ocasión fueron $1000. Quiero también manifestar que tengo otro proceso similar por una transferencia stp con este mismo casino y la queja también se encuentra en trámite pero ante los representantes de stp . Asimismo tengo otro depósito en las mismas circunstancias con valor de $1000 que en su momento también haré reclamo . anexo algunos screenshots de mis diálogos con el casino así como de las transacciones realizadas en torno a este caso solamente esperando sirva para el conocimiento de otros usuarios y que además en su momento gurú casino pueda mediar o apoyar en algo en caso de ser posible

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Dear augustolozano84,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider, which you're already doing. They need to investigate but bear in mind that it’s a complicated process that takes one month approximately.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Jean

So, I'll wait for PayPal to resolve this... I find it unfair and regrettable that this casino engages in these practices; their customer service is deficient.

Entonces, esperaré a que Paypal me resuelva .. me parece injusto y lamentable que este casino realice estás prácticas, su servicio al cliente es deficiente.

Dear Casino Guru and Jean team,

I am very grateful for the space and follow-up you gave to my case during this time.

I am writing to inform you that I am closing this current complaint regarding the $4,000 MXN deposit. I want to publicly state that PlayUZU casino never showed any willingness to help or provide me with a direct solution to credit these funds to my gaming account.

Fortunately, my payment provider (PayPal) conducted the corresponding investigation into the casino's failure to provide service and, after evaluating the evidence, formally ruled in my favor, returning my money in full.

I am closing this case to maintain order on the platform, but making it clear that the resolution was achieved thanks to a third party (PayPal) due to the casino's lack of response.

Thank you very much for your support.

[redacted]

Estimado equipo de Casino Guru y Jean,

​Agradezco mucho el espacio y el seguimiento que le dieron a mi caso durante este tiempo.

​Escribo para informar que procedo a cerrar esta queja actual sobre el depósito de $4,000 MXN. Quiero dejar constancia pública de que el casino PlayUZU jamás mostró disposición ni me brindó una solución directa para acreditar estos fondos en mi cuenta de juego.

​Afortunadamente, mi proveedor de pagos (PayPal) realizó la investigación correspondiente sobre el incumplimiento del servicio por parte del casino y, tras evaluar las evidencias, falló formalmente a mi favor, devolviéndome el dinero de manera íntegra.

​Cierro este caso para mantener el orden en la plataforma, pero dejando claro que la resolución se logró gracias a un tercero (PayPal) debido a la nula respuesta del casino.

​Muchas gracias por su soporte.

[redacted]

I just want to clarify and request that this case be closed, given the negative precedent I mentioned in previous comments.

Solo quiero precisar y pedír que este caso sea cerrado con el mal antecedente que he preciado en los comentarios anteriores .

Dear augustolozano84,

We're glad to hear that your missing deposit has been resolved and Paypal was able to get your money back. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation.

Thank you for your time.

Best regards,

Jean