HomeComplaintsYoApuesto Casino - Player is frustrated with verification delays.

YoApuesto Casino - Player is frustrated with verification delays.

Black points: 60

Amount: ??

YoApuesto Casino
Safety Index:Fresh casino
Submitted: 16 Oct 2024 | Unresolved : 18 Nov 2024
Unresolved Our verdict

No reaction, good regulator

UNRESOLVED

Case summary

1 month ago

The player from Mexico expressed frustration over the excessively long account verification process at the casino, suggesting it should shut down due to poor service. The player experienced a 12-day delay in the verification process with no approved documents and no communication from the casino. The Complaints Team attempted to contact the casino for resolution but received no response. Consequently, the complaint was marked as 'unresolved', and the player was advised to contact the local gaming authority for further assistance.

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2 months ago
Translation

The time it takes to verify an account is unbelievable. It's better to shut down this casino because it doesn't stand out among the top ones. It's garbage.

Automatic translation:
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2 months ago

Hello SinFvtvro,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with YoApuesto Casino. Please allow me to ask you a few more question before we would move forward.

  • Could you please advise since when exactly is the verification process ongoing?
  • Which documents have been already approved and which ones not?
  • When was the last time you spoke to the casino and what was it about?


Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Edited by a Casino Guru admin
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2 months ago

Dear SinFvtvro,

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.

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2 months ago
Translation

12 days in verification process

No approved document

The casino has no customer support, so there is no way to contact them directly. On the 12th of this month I sent an email but I have no answers.

Automatic translation:
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1 month ago

Hello SinFvtvro,

Have you received any update from the casino regarding the verification since?

Please forward any communication between you and the casino regarding this case to nikolas.b@casino.guru for further review.

Looking forward to your response.

Regards,

Nick

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1 month ago
Translation

No communication with the casino at the moment. And my account is still unverified

Automatic translation:
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1 month ago

Thank you SinFvtvro for all the information provided so far. I will now forward your complaint to my colleague Natalia natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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1 month ago

Hi SinFvtvro,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.


Dear YoApuesto Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please, specify if you have received all documents necessary for KYC and when the review will be finished.

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email at natalia.b@casino.guru

Kind regards,

Natalia

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1 month 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 month ago

Dear SinFvtvro,I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Dirección General de Juegos y Sorteos Mexico (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

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