PlayUZU Casino MX - Die Einzahlung des Spielers wurde nicht gutgeschrieben.

On June 8th, I made the payment exactly as I always do, marking everything the same in terms of payment. The amount was deducted from my bank account. They asked me for a statement of my transactions, which are only generated at the end of the month. I sent screenshots since that was all I could do, but they didn't accept them. I've already sent emails and messages to support, but they just don't respond.

El día 8 de junio hice el pago como siempre lo hacía, marco todo igual en la cuestión del pago, se me descontó de mi cuenta bancaria, me piden un extracto de mis movimientos sabiendo que se generan al fin de cad la mes, mande capturas de pantalla ya que era lo único que podía hacer pero no me las aceptaron ya he mandado correos y mensajes a soporte pero nomás no atienden

Dear jorgevegaap,

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?
• Please forward your payment receipt to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

No, I have already deposited several times. I sought a response from my bank, I wanted to start a clarification of the movement and it was not possible since the payment was made correctly and was deducted from my account.

No, ya he depositado varias veces. Busque respuesta con con mi banco, quise empezar una aclaración del movimiento y no me fue posible ya que el pago se realizó correctamente y se me descontó de mi cuenta.

I completely empathize with your frustration, jorgevegaap. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 19 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Ok I understand, thank you, let's wait and it will be resolved. I do not intend to speak ill of the platform, much less give them bad publicity, what is something to take into account is the customer service that is not very empathetic and does nothing to solve problems for its users. Thank you again and stay tuned, regards

Ok entiendo gracias, esperemos y se solucione. No mi intención hablar mal de la plataforma ni mucho menos darles mala publicidad, lo que si es un poco a tomar en cuenta es el servicio de atención a clientes que son pocos empáticos y no hacen nada por resolver problemas para sus usuarios. De nuevo gracias y quedó al pendiente saludos

Thank you, jorgevegaap, for your understanding. I will check back with you in 16 days.

Dear jorgevegaap,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.