PlayUZU Casino ES - Der Spieler erfährt Unregelmäßigkeiten während eines Spiels.

Hello,

I was playing the "Burn 7s Burn" game.

I was betting 1 euro when I got a screen full of 7s.

The game should have paid me 1 euro for each combination, but it only did so for 0.10 euros and I ended up with a total gain of just 2.7 euros or 3.3, I can't quite remember. However, I've attached the game's record for reference.

Additionally, I experienced several irregularities that day since twice when I exited the game, my total balance was deducted by 10 euros.

I have already lodged a complaint with playUzu by email, but I haven't received a response yet.

I first emailed them on November 19th.

I can't upload all the files.

Hola,

Estuve jugando en el juego "Burn 7s Burn".

Jugaba a 1 euro, cuando me salió toda una pantalla llena de 7.

El juego me debería de haber pagado a 1 euro cada combinación cuando solo lo hice por 0,10 euros y obtuve una ganancia total de tan sólo 2.7 euros o 3.3, no lo recuerdo bien, pero adjunto historial del juego donde se refleja.

Ademas ese día tuve varias irregularidades en el juego ya que en dos ocasiones al salir de un juego, mi balance total se resto en 10 euros.

Todo esto lo he reclamado por email a playUzu, y todavía no he obtenido respuesta.

El 19 de noviembre fue cuando les envié el primer email.

No me deja subir todos los archivos.

Dear Chemina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to kristina.s@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Kristina

Hello.

Don't stop playing immediately.

I continued to play.

I have attached a screenshot, in a red circle I have marked the two possible low-paying plays. It's one of the two.

Hola.

No deje de jugar inmediatamente.

segui jugando.

Adjunto captura de pantalla, en círculo rojo he marcado las dos posibles jugadas mal pagadas. Es una de las dos.

Thank you for your reply, Chemina. I am sorry, but if this is the result that has been recorded in your game history, it is correct and you most likely saw an incorrect result on your screen when you were playing.

If there is no record of the gameplay you described or any other proof that you did win this amount, I am afraid that we can't proceed with this complaint.

I can only recommend that you contact the game provider to see if they can perhaps have recorded a different game history. You can also contact the licensing authority, as both of these establishments have more options and tools to investigate and help in cases like this.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.