MARCA Apuestas Casino

Public

ycralvo

Bronze

Spain

Public

1 month ago

Original

Translation

I want to report the blocking situation and the abusive practices I am suffering from Marca Apuestas after trying to withdraw my winnings.

The facts are as follows:

After winning an award, they asked me for a verification video. I sent it.
Their first response is to reject it, alleging a supposed technical error: they say that "it cannot be reproduced."
To fix it, I upload the video to Google Drive (where it plays perfectly online) and send it to him again.
His second response is to reject it, claiming that "it's the same video."

The contradiction is obvious : If the first video supposedly "wasn't visible," how can they know the second one is the same? By saying this, they implicitly admit that the first one WAS visible and that they lied to me to buy time.

The current problem and my refusal to make phone calls :

Now, after cornering them with their own contradictions, they demand that I call their telephone helpline (900...) to resolve the issue.

I absolutely refuse to resolve this over the phone, and I have made that clear . As a customer, I have the right to have the entire process documented.

I don't want phone calls where words are just empty promises. I demand that all communication be via email so I have written proof of your arguments and refusals, in case I need to escalate this complaint later to the Directorate General for Gambling Regulation (DGOJ) or the Consumer Affairs Office.

I request your help so that:

Stop forcing me to use the phone, as it's a tactic to cover your tracks.

Validate the video you already have (which is perfectly valid) and release my earnings.

I've attached screenshots of the emails showing their lies and contradictions.

Thank you.

Automatic translation:

Public

Petra

Casino Analyst & Complaint Specialist

Public

1 month ago

Important notice:

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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

Petra

Casino Analyst & Complaint Specialist

Public

1 month ago

Dear ycralvo,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions so I can fully understand the situation.

When did you first encounter the account blockage?
Could you please let me know which other verification documents you have already provided and the exact date when you sent the last one, prior to losing access to your account?
Did you provide all the required documents as soon as possible and in the correct format?
Have you received any written responses from the casino regarding your request to avoid phone communication?

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,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Public

ycralvo

Bronze

Spain

Public

1 month ago

Hello Petra

Before I even started playing or made a deposit, I completed the full video verification process using my DNI.

On December 19th, I played at the casino all night. That morning, following a significant winning streak, I requested a withdrawal of just €400. Shortly after, my account was blocked.

At first, they asked me which game I was playing and what my last win was. Then, supposedly for "security purposes," they requested a selfie video with my DNI.

I attempted to send the video before Christmas. I sent it again on New Year's Eve (Dec 31), as I realized the first attempt had gotten stuck in my Drafts folder.

On January 1st, they claimed the video wouldn't open and asked for a replacement. That same day, I sent it in a different format and also uploaded it to Google Drive, where it can be viewed by anyone via the link. (You can see the link in the attached screenshot of our correspondence; you are welcome to watch it yourself to verify the quality and confirm I did exactly what was requested.)

They proceeded to ignore me for 6 days. I emailed them again, re-attaching the video and providing the link once more.

They finally replied, telling me to send a "new" video and to call them by phone, claiming that I had merely re-sent the old video. By saying this, they inadvertently admitted that they had actually opened and viewed the previous video, proving they lied earlier when they claimed it "wouldn't open."

After all this stalling, ignoring, and blatant lying, I refuse to call them. I want to keep all communication strictly in writing. I have replied to them, but I decided to contact you immediately to avoid dragging this out, as I fear this could go on for weeks.

If you watch the video, you will see that before introducing myself, I state that the video is specifically for Marca Apuestas, I pronounce my full name and document number, show both sides of my DNI, and even wish the Marca Apuestas team a Merry Christmas.