Apueste Rapido Casino

Sensitive attachment

jesu93

Bronze

Chile

Sensitive attachment

1 week ago

Original

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.

Estimado equipo de Casino Guru,Presento esta queja formal en contra del casino en línea Apuesta Rápido (apuestarapido.com) debido a un problema con depósitos no acreditados y la total falta de respuesta por parte de su servicio de atención al cliente. Mi nombre de usuario en la plataforma es [Escribe aquí tu nombre de usuario o el correo con el que inicias sesión].Mi cuenta actualmente se encuentra activa (no está bloqueada) y no tiene saldo disponible debido a que el dinero nunca llegó a ingresarse en la plataforma. El problema ocurrió el pasado 25 de junio, fecha en la que realicé depósitos que fueron exitosamente descontados de mi cuenta bancaria, pero nunca se acreditaron en mi saldo del casino.Desde ese día, he intentado comunicarme repetidamente con el casino a través de su chat en vivo y enviando correos electrónicos a su dirección de soporte para que verifiquen los comprobantes de pago. Sin embargo, no he recibido ninguna respuesta y el soporte me ignora por completo.Ante este silencio, contacté a la Autoridad de Juegos de Curazao (CGA), bajo cuya jurisdicción opera este casino. El regulador me respondió oficialmente indicando que, por ley, el operador está obligado a ofrecer una vía de Resolución Alternativa de Disputas (ADR) independiente para resolver estos casos.Dado que Apuesta Rápido cobró mi dinero, no me asignó el saldo y se niega a responder mis mensajes, solicito la intervención de Casino Guru para que contacte a la administración del casino, localicen mis transacciones y me acrediten el dinero o me devuelvan los fondos.Adjunto como prueba irrefutable:

Los comprobantes bancarios oficiales del 25 de junio donde se ve el descuento del dinero y el destinatario.

El correo con la respuesta oficial de la Autoridad de Juegos de Curazao (CGA).Agradezco enormemente su ayuda para solucionar este inconveniente.:

Gracias por contactar con la Autoridad de Juegos de Curazao (CGA). Le responderemos a la mayor brevedad posible.

Si su mensaje se refiere a una queja contra la CGA, una queja contra un operador de juegos, incluyendo una reclamación contra un operador de juegos o cualquier otra inquietud relacionada con operadores individuales bajo la supervisión de la CGA, envíelo directamente a complaints@cga.cw, teniendo en cuenta lo siguiente:

Quejas contra la CGA:

Tenga en cuenta que este tipo de queja debe referirse a la conducta de la propia CGA, y no a la de un operador de juegos, e incluir una descripción clara de la conducta objeto de la queja. La queja se tramitará de conformidad con el artículo 12.17 de la Ordenanza Nacional sobre Juegos de Azar (Landsverordening op de kansspelen).

Quejas contra un operador de juegos de azar:

Tenga en cuenta que la CGA no tiene competencia para mediar ni resolver disputas individuales entre jugadores y operadores de juegos. Por lo tanto, no tramitamos quejas de forma individual. Los operadores están obligados por ley a gestionar las quejas mediante sus propios procedimientos internos y, si no se resuelven, a ofrecer acceso gratuito a un proveedor independiente de resolución alternativa de disputas.

Dicho esto, su queja es importante para nosotros, ya que podría indicar posibles infracciones de la ley por parte de los operadores. Si las quejas revelan violaciones reales de la ley, la CGA podrá tomar las medidas regulatorias pertinentes.

Tenga en cuenta que no podemos proporcionar información actualizada sobre el estado de las investigaciones o acciones en curso relacionadas con los operadores de juegos de azar.

Agradecemos su comprensión.

Automatic translation:

Public

Tomas

Complaint Specialist

Public

1 week 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.

Public

Tomas

Complaint Specialist

Public

1 week 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

Sensitive attachment

jesu93

Bronze

Chile

Sensitive attachment

6 days ago

Original

Translation

Hello 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.

Automatic translation:

Public

Tomas

Complaint Specialist

Public

10 hours 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

Apueste Rapido Casino - Player’s deposits are uncredited and unresolved.

Waiting for Casino Guru to reply

6d 13h 3m 0s

Case summary

Casino Guru is examining the case