The reason for the complaint is because I made a transfer with the SPEI system and the funds were deducted from my bank account but they are not in my casino balance and I tried to contact the casino support and they told me that the transfer could take time and well wait for the maximum time that the transfer can take and well the funds in my balance did not appear and well I go to track the transfer to see if there is any problem with the bank or what happened and at the time of tracking I realize that the transfer is already settled (that is, it was already made by my bank to the account that the casino provided me to make said payment) so they already have the money in their account but without further ado I contact the casino again and They no longer respond to me, I sent them an email with the data and screenshots of the transfer and the tracking where it appears settled and the account number to which it was sent, well, I sent the corresponding data to to verify that without a doubt I had deposited them and that I wanted a solution since they already had the money in their account but I did not receive the money in my balance and without further ado I did not receive any solution or any response from them by any means try to communicate for several days now and they didn't answer him and I think it's not worth doing this I feel cheated since they don't answer and I don't want that if they don't return my funds or add them to my balance I don't want it to happen to him to someone else to more users so that they are aware of my problem and they know whether to trust this casino or not since it is annoying that they do not even face me or that they do not answer that is the most annoying thing that they make fools of him support but I leave you the proofs of this and I hope you can help me with this problem in advance thank you very much and greetings

El motivo de la queja es por qué realice una transferencia con el sistema SPEI y los fondos de me descontaron en mi cuenta bancaria pero no están en mi balance de casino y me trate de comunicar con soporte de el casino y me contestaron que la transferencia podía tardar y bueno espere el tiempo máximo que puede tardar la transferencia y bueno los fondos en mi balance no aparecieron y bueno me dirijo a rastrear la transferencia para ver si avía algún problema con el banco o que pasaba y al momento de el rastreo me doy cuenta que la transferencia ya está liquidada (osea que ya fue echa por mi banco ala cuenta que el casino me proporciononpara hacer dicho pago ) entonces el dinero ellos ya lo tienen en su cuenta pero así sin más me vuelvo a poner en contacto con el casino y ya no me responden les mandé correo con los datos y las capturas de pantalla de la transferencia y de el rastreo donde aparece liquidada y el número de cuenta al que se envió bueno envié los datos correspondientes para que verificaran que sin duda les avía depositado y que quería una solución ya que ellos ya contaban con el dinero en su cuenta pero yo no recibía el dinero en mi balance y sin más no recibí alguna solución ni ninguna respuesta de ellosmpor ningún medio trate de comunicarme ya por varios días y ya no le contestaron y creo que no se vale que Agan esto me siento estafado ya que no responden y no quiero que si en el caso de que no me devuelven mis fondos o los agragan amí balance no kiquiero que le pase a alguien más a más usuarios para que estén consientes de mi problema y ellos sepan si confiar en este casino o no ya que es molesto que ni siquiera me den la cara o que no contesten eso es lo más molesto que se Agan tontos los de el soporte pero les dejo las pruebas de esto y espero me puedan ayudar con este problema de antemano muchas gracias y saludos

Dear elnegruchini,

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 which takes approximately one month. In these cases, 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.

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

Best regards,

Nick

Thank you elnegruchini for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello elnegruchini

I'm Michal and I have taken over your complaint. I have reviewed your case and understand your frustration, but sometimes there can be unexpected delays with financial transactions which are not caused by the casino directly. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, can have a major influence. It's good that you have contacted your bank and provided evidence that the payment has been processed on their side, the casino should be able to find the "lost" payment much quicker.

We would like to invite PlayUzu Casino MX to join the conversation.

Dear PlayUzu Casino MX, 

Can you please provide some information regarding the player's deposit?

Well, here I leave you another more specific test that I request from the spei payment system with my name and specified date and time, as well as the account data provided by the casino, which was indicated to me at the time I started the procedure to deposit Ami account. from casino I hope with this it is clearer and have no doubts that if said transfer was made which I still do not receive in my casino balance

bueno igual aquí les dejo otra prueba más específica que solicite al sistema de pagos spei con mi nombre y fecha hora especificadas así como como los datos de la cuenta proporcionada por el casino la cual me indicaron al momento en que inicie el procedimiento para depositar Ami cuenta de casino espero con esto quede más claro y no tengan dudas de que si se realizó dicha transferencia la cual sigo sin recibir en mi balance de casino

Thank you elnegruchini, for providing additional evidence now we need to wait for the casino to react

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello elnegruchini

Just to let you know, I'm in contact with the casino and they are looking into this, I will extend the timer for the casino to find out what has caused the deposit issues

Hello elnegruchini

The casino informed me, that you had some deposit declines before and that the deposits have been returned back to your bank account. The casino did not receive any of your deposits on their end.

If you still believe that the deposit was debited from your account, we would need a new valid bank statement for the 30+ days to investigate further

None of that I already sent you the bank statement since last week since they sent me an email and I indicated such a deposit that I made to you for which is the reason for my complaint I already sent you what you asked for and without a doubt in the statement sent no return of said deposit or any information that proves that a refund or anything has been made to me, so what do they really want me to do, they hope that the money is already lost or why do I not see a clear solution or no information that is significant on their part because as I said before they already have the information since last week the bank statement that they ask me to see if I made the deposit and see if it was somehow returned to my bank account which was not So it was not returned but it is reflected as charged in my bank account and sent to your account and I have not received it in my casino balance for more than a month and I still have said problem since nothing is resolved, they think about this matter ??????????????????

Nada de eso ya les mandé el extracto bancario desde la semana pasada ya que me mandaron un correo y se?ale tal depósito que hice a ustedes por el cuál es el motivo de mi queja ya les mandé lo que me pidieron y sin duda alguna en el extracto bancario enviado no aparece ninguna devolución de dicho deposito ni ninguna información que compruebe que se me a hecho alguna devolución ni nada entonces que es lo que realmente quieren que haga esperan que ya de por perdido el dinero o que por qué no veo una solución clara ni ninguna información que sea significativa de su parte por que como ya dije antes ya tienen la información desde la semana pasada el extracto bancario que me piden para ver si realize el depósito y ver si de alguna manera fue regresado a mi cuenta bancaria el cuál no fue así no fue regresado pero si está reflejado como cobrado en mi cuenta de banco y enviado así cuenta de ustedes y no e recibido en mi balance de casino ya más de un mes de esto y aún sigo teniendo dicho problema que no se resuelve nadamas le dan vueltas a este asunto ??????????????????

and here I leave the photos that if I sent said information they should not have any problem, much less understand their response or that they continue saying that they did not receive such a deposit, the truth is that I do not understand why they are not clear. And don't think about it anymore, that all this is annoying unpleasant, just tell me you know that nothing will be returned to you and I would understand better than asking for information which I have sent you and they come out with no when it is clearly on the bank statement it shows that they did receive and that it was not returned to date, far from it, it is incredible that they are not able to solve it or that they tell me that they did not receive anything when the test is being sent to them and clearly it is the opposite, not really that I expected much you but I see that I was wrong and above all I feel like a fool to think that they would solve it

y aquí dejo las fotos de que si envié dicha información no deverian de tener ningún problema ni mucho menos entiendo su respuesta o que sigan dicho che no recibieron tal depósito la verdad que no lo entiendo por qué no son claro. Y ya no le den más vueltas al asunto, que todo esto es molesto desagradable solo díganme sabes que ya no se te devolverá nada y entendería mejor que estar pidiendo informacion la cuál les e enviado y me salen con que no cuando claramente en el extracto bancario se muestra que si recibieron y que no fue devuelto hasta la fecha ni mucho menos es increíble que no sean capacesde solucionarlo o que me digan que no recibieron nada cuando se les está mandando la prueba y claramente sea todo lo contrario no en verdad que esperaba muchonde ustedes pero veo que me equivoqué y sobre todo me siento como todo un tonto al pensar que lo resolverian

Dear elnegruchini

I understand your frustration and have asked the casino to check your account once more. I will update you when I receive any new information back.

Just to check you have sent your new valid bank statement for the last 30+ days to the casino right?

Can you please forward the email to me at [email protected]

Thank you

Dear elnegruchini,

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

The player can reopen this complaint anytime.