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Good morning, on August 8 I made a deposit for 1483 pesos and it was not reflected in my uzu account and on August 9 another for 1500 pesos and on August 21, 2022 for 500 pesos that have not been reflected in my account either , I already traced the transfers in banxico and they show that they are already liquidated, the strangest thing is that I had already made deposits and withdrawals without problem until just this month, I contacted the casino in chat and they told them that I made the transfers wrong but it is a account that is already saved in my digital banking so I could not be wrong but any deposit made in the past months would have been reflected also they tell me that those days I do not have any movement since an agent in chat confirmed it to me and I sent them an email with the pdf of the traces and they do not solve anything for me

Buen dia ,el dia 8 de agosto hice un deposito por 1483 pesos y no se reflejo en mi cuenta uzu y el dia 9 de agosto otro por 1500 y el dia 21 de agosto del 2022 por 500 pesos que tampoco se han reflejado en mi cuenta,ya rastrie las transferencias en banxico y salen que ya estan liquidadas lo mas extraño esque ya habia echo depositos y retiros sin problema hasta apenas este mes ,me puse en contacto en chat con el casino y le dicen que hice mal las transferencias pero es una cuenta que ya esta guardada en mi banca digital entonces no me pude equivocar sino ningun deposito efectuado de los meses pasados se hubieran reflejados tambien me dicen que esos dias no tengo ningun movimiento siendo que un agente en chat me lo confirmo ya les mande correo con los pdf de los rastreos y no me resuelven nada

Dear Fvv020493,

Thank you very much for submitting your complaint and forwarding your payment receipts and the relevant communication. I’m sorry to hear about your problem.

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider as you did already. They need to investigate, but bear in mind, that it’s a lengthy process which 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 located and refunded back to you or credited to your casino account.

Could you please advise if it was your first deposit attempt in this casino using this specific payment method?

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

Best regards,

Petronela 

Hello, how are you, thanks for answering.

If before the first lost deposit I had already made many more deposits by transfer, what seems strange to me is that the casino wants to wash its hands since customer service tells me that those lost deposits were generated in the name of another account that does not correspond to since they went out in the name of GIFT CORNER, it should be noted that all my deposits went out to that name and to an account number that was always the same, never changed, until I made the last claim, last Friday I made another transfer and it came out with another name and KUSHKI account number but I also lost 500 pesos, talk to SEGOB to file a complaint and claim but it is a 3-month process, the waiting time seems quite long

Hola que tal,gracias por contestar

Si antes del primer deposito perdido ya habia hecho bastantes mas depósitos por transferencia lo que se me hace extraño esque el casino se quiere lavar las manos ya que servicio al cliente me dice que esos depositos extraviados se generaron a nombre de otro cuenta que no corresponde a ellos ya que salieron a nombre de GIFT CORNER cabe recalcar que todos mis depositos salieron a ese nombre y a un numero de cuenta siempre el mismo nunca cambio ,hasta apenas que hice la ultima reclamacion ,el viernes pasado hice otra transferencia y salio ya con otro nombre y numero de cuenta KUSHKI pero tambien se me extraviaron 500pesos ,hable con SEGOB para poner una queja y reclamacion pero es un proceso de 3 meses se me hace bastante el tiempo de espera

Thank you very much, Fvv020493, for the clarification. Could you please advise if any payment details have been requested by the casino? Are they investigating already?

What if they have already contacted me but they tell me that I do not have any record of any transfer in my account, it is too strange since I have been talking to my bank and Banxico and I have the transfer traces and they appear successful uzu doesn't want to be responsible

Que tal,si ya se pusieron en contacto pero me dicen que no tengo ningun registro en mi cuenta de alguna transferencia,es demasiado raro ya que eh estado hablando a mi banco y a banxico y tengo los rastreos de las transferencias y me aparecen exitosos y play uzu no se quiere hacer responsable

Dear Fvv020493,

Could you please forward the bank statement for the entire month of August to prove that funds were not returned to you? My email address is petronela.k@casino.guru. Thank you very much in advance.

Dear Fvv020493,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.