The player from Chile was experiencing issues with uncredited deposits at Apuesta Rápido, with funds debited from their bank account since June 25th. They had received no response from the casino's customer service despite their attempts to resolve the issue. They reported that one transaction of 5,000 was rejected but still appeared as pending in the casino history, while two other payments of 4,000 were debited from their bank account but not credited to their casino balance. We extended the deadline for the casino to respond, but no reply was received. The complaint was therefore closed as unresolved because the casino did not cooperate or provide the information needed to investigate the missing funds.
Apueste Rapido Casino - Player’s deposits are uncredited and unresolved.
Unresolved
Our verdict
No reaction
Black points: 100
Amount: $8,000 CLP
Apueste Rapido Casino
Safety Index 6.1 Below averageCase summary
Discussion
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1 month ago
Translation
Dear Casino Guru Team, I am filing this formal complaint against the online casino Apuesta Rápido (apuestarapido.com) due to an issue with uncredited deposits and the complete lack of response from your customer service. My username on the platform is [Enter your username or the email address you use to log in here]. My account is currently active (not blocked) and has no available balance because the money was never credited to the platform. The problem occurred on June 25th, when I made deposits that were successfully debited from my bank account but were never credited to my casino balance. Since then, I have repeatedly tried to contact the casino through their live chat and by sending emails to their support address to have them verify the payment receipts. However, I have not received any response, and support is completely ignoring me. Given this silence, I contacted the Curacao Gaming Authority (CGA), under whose jurisdiction this casino operates. The regulator officially responded, stating that, by law, the operator is obligated to offer an independent Alternative Dispute Resolution (ADR) channel to resolve these cases. Since Apuesta Rápido took my money, did not credit my balance, and refuses to respond to my messages, I request Casino Guru's intervention to contact the casino's administration, locate my transactions, and credit my money or return my funds. I attach the following as irrefutable proof:
The official bank statements from June 25th showing the money deduction and the recipient.
The email with the official response from the Curaçao Gaming Authority (CGA). I greatly appreciate your help in resolving this issue.
Thank you for contacting the Curacao Gaming Authority (CGA). We will respond as soon as possible.
If your message concerns a complaint against the CGA, a complaint against a gaming operator, including a claim against a gaming operator, or any other concern related to individual operators under the supervision of the CGA, please send it directly to complaints@cga.cw Taking into account the following:
Complaints against the CGA:
Please note that this type of complaint must refer to the conduct of the CGA itself, and not to that of a gaming operator, and must include a clear description of the conduct being complained of. The complaint will be processed in accordance with section 12.17 of the National Gambling Ordinance (Landsverordening op de kansspelen).
Complaints against a gambling operator:
Please note that the CGA has no jurisdiction to mediate or resolve individual disputes between players and gaming operators. Therefore, we do not handle complaints individually. Operators are legally required to manage complaints through their own internal procedures and, if these are not resolved, to provide free access to an independent alternative dispute resolution provider.
That said, your complaint is important to us, as it could indicate potential violations of the law by operators. If the complaints reveal actual violations of the law, the CGA will be able to take appropriate regulatory action.
Please note that we cannot provide up-to-date information on the status of ongoing investigations or actions related to gambling operators.
Thank you for your understanding.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your account accessible to you?
- Could you please specify what happened with the transaction that shows as pending for the amount of 5000?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
TranslationHello Tomás, thank you for attending to my request.
Regarding your questions, I would like to tell you the following:
1. I can still access the account.
2. The amount listed as 5000 pending was a transaction that was rejected, however it still appears as pending in the casino history but that amount was not deducted from the bank like the other two of 4000.
I've attached a screenshot of the emails I've sent since this happened. However, I've sent many more inquiring about any progress during these almost two months. I'll also attach the only response I receive from the email service. I can tell you that I get this response about every 15 emails I send, confirming that my request has been received. Regarding the chat transcripts, I think I only have one recent one that I managed to copy, as the chat history is empty every time I access it.
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3 weeks ago
Dear jesu93,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
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3 weeks ago
Dear jesu93,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from Apueste Rapido Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear Apueste Rapido Casino,
Please provide detailed information regarding the player’s issue. In particular, we need clarification regarding the funds that have not yet been credited to the player’s account, including the reason for the delay and the current status of these funds.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
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3 weeks ago
TranslationDear Samuel,
Thank you for your efforts and for bringing the casino representative into the conversation.
I'm letting you know that there's no update regarding the status of my case:
* Casino support: I tried contacting them again this week via live chat, but received no response. I also haven't received a reply via email.
* Status of funds: The money is still not reflected in my casino account and has not been refunded to my bank account either.
I await the information that the Casino Apueste Rapido team can provide to resolve this situation.
Attentive
mind.
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2 weeks ago
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’ which may negatively affect its rating.
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1 week ago
Dear jesu93,
Unfortunately, as Apueste Rapido Casino has not responded to the complaint within the given timeframe, I will have to close the complaint as unresolved.
I am really sorry that I cannot do more from my side in this situation. We have given the casino additional time to respond, but without its cooperation and without the necessary information regarding the missing funds, there is unfortunately no way for us to properly investigate the case or determine what happened to the funds.
Please note, however, that closing the complaint as unresolved will have a negative impact on Apueste Rapido Casino's Safety Index rating on Casino Guru. Hopefully, this may encourage the casino to reconsider its position and participate in the complaint. If they decide to provide the necessary information, they can request that the complaint be reopened, and we will be happy to continue with the investigation.
As far as I am aware, Apueste Rapido Casino operates under a Curaçao Gaming Authority (CGA) licence, so you may also consider contacting the relevant licensing authority regarding your case.
You can find more information about submitting complaints to gambling regulators here:
How to submit a complaint to a gambling regulator
You can also find more information about the Curaçao licensing authority here:
Curaçao Gaming Authority / Curaçao licence
If you receive any relevant response from the regulator or the casino, please feel free to let me know. If new information or evidence becomes available, we can consider reopening the complaint and reviewing the case again.
I understand this is not the outcome you were hoping for, and I am sorry that without the casino's cooperation there is unfortunately nothing further we can do from our side at this stage.
Best regards,
Samuel
Casino Guru
