YoApuesto Casino MX - Player's winnings are not credited.

This casino offers a bonus that, according to them, allows you to generate winnings once you unlock it. They claim you can only withdraw the money after making a deposit, playing it once, and then you can play it. However, the following happened to me: I wagered the bonus, completing the rollover requirement, and received my 50 bonus. I continued playing and reached 500. When I saw I was starting to lose, I decided it was time to withdraw before losing everything and make a deposit so I could withdraw. Up to that point, everything was fine. I entered a game on the Oaks platform and got the impression that certain prizes weren't credited to my account. I decided to leave that game and entered a Playson game, Thunder Coins, where I won the bonus, but it was never credited to my account. I submitted a complaint asking for an explanation, and I don't know if it's a bot responding in their app's chat, but it didn't help me at all. It just kept telling me to create a ticket and never told me how or where I should send it.

I sent an email and they still haven't responded, not even a message saying they'll reply soon like other platforms usually do. I've sent messages to see what they say in the app's chat and they just ignore me.

But if I send messages asking something else, then they do answer me. Which makes me think they're just messing around (there's a discrepancy in the time shown because of my time zone; they register it as UTC-6 and I'm in UTC-7). In the image, you can see that I accessed the function, and when it finished, it shows what I received, but below it shows my actual balance, which is 4 less than what I had. So, they deducted the transfer fee, but they didn't give me my prize, haha).

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with? Was it a deposit bonus or a free (no-deposit) bonus?
• Have you made any deposits into this casino so far?
• Do you have any videos, screenshots, or other evidence showing that your winnings were not properly credited to your account? Can you see these winnings recorded in your gaming history?

Please forward all relevant evidence regarding the uncredited winnings to veronika.f@casino.guru. Please understand that without supporting evidence, we will not be able to proceed with the investigation, as it would be very difficult to challenge the casino’s position.

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

Best regards

Veronika

Hello Veronika,

Thank you for responding and for reviewing my case.

I want to clarify an important detail regarding what I mentioned earlier about the deposit. In my message, I explained that I tried to make a deposit so I could withdraw my winnings, but after checking, I realized the deposit wasn't actually completed because my bank flagged an error and the transaction was rejected. It was a mistake on my part to think it had gone through.

However, the main problem remains that while playing, I noticed some winnings weren't being credited correctly to my balance, especially in Playson's Thunder Coins game. I also noticed similar behavior in another game previously.

I've already sent all the screenshots, emails, and evidence I have available. Unfortunately, part of my game history subsequently disappeared from the platform, so I can no longer access all the information within my account.

I also tried contacting casino support several times via chat and email, but I received no clear help or real follow-up on the issue.

I would greatly appreciate it if you could review the supplier's and casino's internal records to verify the rounds played and the winnings that were not credited correctly.

Thank you again for your time and help.

Sincerely,

Jorge R.

Thank you for your reply and for clarifying the situation regarding the deposit attempt.

We understand your concerns about the gameplay and the possibility that some winnings may not have been credited correctly. However, in order for us to proceed with this type of complaint, we need sufficiently clear and verifiable evidence showing a discrepancy between the game results and the balance credited to your account.

At the moment, the information and screenshots provided are unfortunately not sufficient for us to independently confirm that any winnings were missing or incorrectly credited. Please understand that we do not have direct access to the casino’s or game provider’s internal systems, gameplay logs, or technical records. In cases involving alleged game malfunctions or missing winnings, the player needs to provide specific evidence, such as exact game rounds, timestamps, bet amounts, expected winnings, and screenshots clearly showing the discrepancy. Without such evidence, we are unable to effectively challenge the casino’s position or request a deeper investigation from the provider.

Dear LOGERS33,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru