YoApuesto Casino MX - Os ganhos do jogador não são creditados.

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).

En este casino te dan un bono que segun ellos al liberar puedes generar ganancias y solamente al hacer un depósito jugarlo una vez puedes retirar el dinero el caso es que a mi me paso lo siguiente: aposte el bono acompletando el rollover me dieron mis 50 de regalo lo segui jugando y acomplete 500 como vi que empecé a perder decidi que era hora de retirarme antes de perderlo todo y realizar el depósito para poder retirar asta ahi todo bien entre a un juego de la plataforma oaks y me dio la impresión de que siertos premios no se me acreditaron, decidi salirme de ese juego y entre a uno de Playson, TUNDER COINS en el que gane la bonificación pero esta nunca se me acredito mande un reclamo o que me dieran una explicación y nose si es un bot el que responde en el chat de su aplicación pero no me ayudo en nada solo me decía que creara un ticket nunca me dijo como o a dónde debería enviarlo

Envie un correo y es hora que no responden, aunque sea un mensaje de que pronto responderan como normalmente lo hacen otras plataformas, envío mensajes para ver que me dicen en el chat de la aplicación y solamente me ignoran

Pero si envio mensajes preguntando otra cosa ahi si me responden. Lo que me hace pensar que nomas se hacen p****jos (ahi una discrepancia en el horario que se muestra por la zona horaria en la que me encuentro y ellos registran con horario UTC-6 y yo me encuentro en UtC-7) en la imagen se ve que obtuve la función y al terminar me marca lo que obtuve pero abajo marca el saldo que tengo en realidad que es 4 menos que lo que tenia osea si me quitaron el costo del giro pero no me dieron mi premio jajaja)

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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