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On January 5th, I made a deposit at an Oxxo for the amount of 1000 Mexican pesos, which subsequently disappeared from my account. An investigation was carried out where I was kept waiting for almost three weeks. At the end, they accused me of claiming a deposit that was not mine. They asked me to resend the email, which I did. My details, the date, time, and the amount were all there. However, they continue to accuse me despite seeing the email that clearly states my name and all my details. An email, which according to them, is sent automatically, but certainly won't be sent to everyone in a deposit scenario. What I want is for them to return my money and at least provide an apology for their accusations against me. They didn't even return my money and then blocked my account. Here is a snapshot of the end where the email I sent is shown and they continue to accuse me despite this evidence.

El dia 5 de enero ise un deposito en un oxxxo por la Cantidad de 1000 pesos mexicanos los Cuales Desaparecieron De mi Cuenta, Se iso la Investigacion Me tubieron esperando casi 3 semanas Para que al final me acusaran De estar Reclamando Un deposito Que no es mio, me pidieron que les Reenviara el Correo lo ise Estan Mis datos La fecha y la Hora ybla Cantidad sin embargo Me siguen acusando apesar De que estan Viendo el Correo Que Dice mi nombre Y Todos mis datos, CORREO QUE segun ellos Se envia Automatico Pero de un Deposito No se le enviara a todo Mundo Bueno Lo que quiero que me ayuden es a que me regresen Ese dinero Y por lo menos una Disculpa Por sus acusasiones Contra Mi persona Porque Ni si quiera me Regresaron el dinero Y Todavia De paso me bloquearon la Cuenta Aqui dejo Cap De el final Donde aparece el correo que les reeenvie y donde ellos me siguen acusando

Dear Alrfksjx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayUZU Casino MX.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you used your oxxo account in order to deposit in the casino?
• Was that your first deposit in the casino?
• Was the amount credited to your casino account at any time before the accusations of the casino began?
• Have you contacted the casino with an email that is the same as the email used for registration in the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

● Yes, I used my account to deposit since it is the only one I have.

● had not already deposited before

● Yes it was credited to me but after a minute or a minute and a half I thought something because the screen went completely white and I closed the tab to re-enter and they weren't there and then the game even wouldn't let me in for a few days and I explained it to them.

● yes in fact every day from that day on I was asking for almost 3 weeks

● Si use mi cuenta Para depositar ya que es la unica que tengo

● no ya habia depositado antes

● si se me acredito pero al minuto o minuto y medio Ubo algo porque se puso la pantalla blanca totalmemte y cerre la pestaña Para volver a entrar y no estaban y despues incluso el juego ya no me dejo Entrar por algunos dias y se los explique.

● si de echo todos los dias apartir de ese dia estube preguntando alo largo de casi 3 semanas

Nothing yet?

aun Nada?

Thank you very much, Alrfksjx, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

OK it's OK thank you

Ok Esta Bien Gracias

Hello, Alrfksjx,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite PlayUZU Casino MX's representative to join this conversation and participate in the resolution of this complaint.

Dear PlayUZU Casino MX team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the player's unused deposit been confiscated and the account blocked?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Alrfksjx,

I was in contact with the casino representative outside the thread. I would like to ask you for additional details to clarify the situation and review the matter sufficiently.

Can you please answer the following questions:

• Can you please explain the casino's claims (from the provided communication) about a signature and the name of another person as the account user, who has received the confirmation email that you forwarded to the casino, and who does not belong to you? Although you forwarded to us the email you additionally sent to them, it seems you have not shared everything with us.
• Do I understand correctly you contacted the casino from your email address and possibly signed with a different name, but the deposit confirmation email was obtained from a different email address/user/casino account?
• Are you sure that you submitted this complaint with the correct disputed casino account and email? Is it possible that the deposit was made to another casino account or that you contacted the casino from a different email compared to the one associated with the casino account into which the deposit was made?
• Do you have any other account(s) at this casino, or is it possible that someone from your surroundings also has a casino account at this casino?
• By Oxxo payment method, did you mean an Oxxo voucher?

Well, let's clarify several points. Ok, first of all, here's something strange, don't you think? Because Using Coerence and above all Reasoning, IF I had sent a Signed Email with the Name of Another Person, it would NOT have lasted 3 weeks "INVESTIGATING" If the first thing I sent was the email and the first thing they checked was the email that was my name And everything then I don't make sense of what they say Why if I sent an email like that why didn't They realized right away That they reviewed it, here they are the ones who are not telling everything! And I see there information that they have already manipulated

Haber Bueno Vamos Aclarando Varios Puntos Ok en Primera aqui ahi algo Raro No Cree? Porque Usando la Coerencia y sobre Todo El razonamiento SI yo Ubiese enviado Un Correo Firmado Y Con El Nombre De Otra Persona NO ubiesen Durado 3 semanas "INVESTIGANDO" Si lo primero que envie fue el correo y lo primero que revisaron Fue el Correo Que estubiera mi nombre Y todo entonces no le encuentro sentido alo que dicen Porque si envie un correo asi porque no Se dieron cuenta enseguida Que lo revisaron, aqui los que no estan contando todo son ellos!¡! Y o ami Ver Ahi Informacion que ellos Ya manipularon

You analyze this! Why if I sent an email with those characteristics that they say, would they notice weeks later? I don't think that a casino with so much continuity has missed a detail that anyone would have noticed at first. You don't think so! The Casino is Manipulating Information as well as someone who assures me that they disappeared the money themselves.

Usted analize esto ¡! Porque si envie un Correo Con esas Caracteristicas que dicen se dieron Cuenta semanas despues? No creo que Un casino Con tanta Seguiridad Se le aya pasado Un detalle que Cualquier persona Ubiese notado ala Primera No le parece¡! El Casino Esta Manipulando Imformacion asi Como quien me asegura que el dinero lo desaparecieron ellos mismos.

Dear Alrfksjx,

I am still in contact with the casino representative outside of the thread, and I am currently waiting for further details. As soon as I have any news or updates, I will inform you directly here.

But - what are you talking about?

• You are really in no position to ask more questions, especially not the ones you asked above
• What 3 weeks are you talking about if the casino provided you with its explanation and decision before you submitted this complaint, while it was basically the reason why you submitted it? So, what was manipulated? Can you be more specific, please? What happened differently and how did it happen?
• You have not answered any of my questions above
• What should I analyze if you have not provided me with any explanation or answers, and instead, you posted basically "empty" replies?
• Yes, I agree, there is definitely something strange

So, now please read all the questions in my previous post once again, and provide me with clear and truthful answers.

The casino is not the only one that has to provide us with details. We try to help players with their issues, but we also require their full cooperation in resolving their complaints. Therefore, please note if you fail to cooperate in providing the requested information and resolving your issue, I will be forced to think about complaint closure/rejection.

Thank you for understanding. Looking forward to hearing from you.

Look, I'm not going to continue this case anymore, first of all because you don't understand everything I'm telling you, we're talking about very different things and there's no point in being here wasting your time BUT I'M GOING TO MAKE THIS VERY CLEAR I WAS CLAIMING FOR A DEPOSIT THAT ME IT BELONGED THEY KNOW THAT THAT EMAIL THAT THEY CLAIM I SENT WITH WITH ANOTHER PERSON'S NAME DOES NOT EXIST BECAUSE I BET THEY DIDN'T EVEN WANT TO SHOW IT TO THEM. BUT IN THE END CASINOS NEVER LOSE AND HERE THE ONLY ONE WHO IS WASTING TIME IS ME AND NOT ANYMORE.

mire Ya No Voy a seguir Este Caso, en primera Porque Todo Lo que le estoy Diciendo usted No Lo entiende, hablamos de Cosas Muy diferentes Y No Tiene Caso Estar aqui Perdiendo el tiempo PERO VOY DEJAR ESTO MUY CLARO YO ESTABA RECLAMANDO UN DEPOSITO QUE ME PERTENECIA ELLOS SABEN QUE ESE CORREO QUE CON EL QUE AFIRMAN QUE YO ENVIE CON EL NOMBRE DE OTRA PERSONA NO EXISTE PORQUE APUESTO QUE NI SI QUIERA SE LO MOSTRARON. PERO EN FIN LOS CASINOS NUNCA PIERDEN Y AQUI LA UNICA QUE ESTA PERDIENDO EL TIEMPO SOY YO Y YA NO MAS.

Alright, Alrfksjx. No problem at all. I will be more than glad if you could explain everything in detail.

I dare to claim that we are not talking about very different things. Or I cannot assess it because you basically have not made it completely clear yet.

Feel free to provide a detailed explanation of what happened there. It would be good if you could answer my questions above. Or do I understand correctly that you do not want to continue and would like me to close the case?

You received an explanation from the casino by email, now we would like to know why and how it happened.

If the email does not exist, how is it possible the casino connected it with another existing casino account?

Greetings all,

After gathering all the available details and a long time without any progress or relevant and meaningful clarification from the player, we are closing this complaint as unjustified for the following:

• Non-cooperation on the part of the player and his inability to provide relevant answers and details
• Discrepancies in the provided information and misleading information provided by the player
• The player's so-called explanation makes no sense, unlike the one the casino gave us/the user
• It looks like the player asked for a refund of a deposit that was not made by him or was not made on his disputed account, and that the account assigned to the email from which he contacted the casino was even not in his name, which means the KYC would not be possible either
• The complainant himself stated that he will not continue this case anymore

The player can reopen this complaint anytime. However, the requested details and cooperation will be needed.

Although only outside of the thread, thanks also to the PlayUZU Casino MX representative for providing information and cooperation.

Best regards,

Branislav, Casino.Guru