The player from Chile is experiencing issues with uncredited deposits at Apuesta Rápido, with funds debited from her bank account since June 25th. She has received no response from the casino's customer service despite her attempts to resolve the issue.
Apueste Rapido Casino - Player’s deposits are uncredited and unresolved.
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3d 10h 47m 17s
Apueste Rapido Casino
Safety Index 6.8 Fresh casinoCase summary
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6 days 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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4 days 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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4 days 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
