Apueste Rapido Casino - Ο παίκτης δεν έλαβε ακόμη τα κέρδη του.

I am filing a complaint against Apueste Rápido because I have been trying to withdraw my money, corresponding to $69,000 Chilean pesos, for approximately five days, and so far I have not received any solution.

I tried to withdraw my $69,000 CLP to my BancoEstado CuentaRUT account, but the withdrawal requests appear as canceled and the money returns to my casino account balance.

The casino informed me that I needed to verify my account and send my personal documents. I have sent the requested documentation several times, including photos of my face holding my ID and proof of address.

However, I have been waiting for five days and no one has confirmed whether they received my documents, whether my account is being validated, or if there is any problem with them.

I've sent numerous emails to customer service and repeatedly tried contacting them via the casino's own chat support. I receive no responses or solutions. When they occasionally reply, they simply tell me I need to verify my account, even though I've explained that I've already submitted the required documents multiple times. Despite my persistence, they haven't confirmed receipt of my information or told me what I should do to resolve the issue.

I have attached images and evidence to support my claim, including:

Screenshots of the history showing my cancelled withdrawals.

Proof that the money is being returned to my casino account balance.

Screenshots of emails sent without receiving a response.

Evidence of my attempts to communicate via customer service chat.

Screenshots of the instructions they gave me to validate my identity.

I feel it's unfair that I've been trying to solve this problem for so many days without receiving a clear answer or being able to access my money.

I request that Apueste Rápido urgently review my case, confirm if they received my documents correctly, explain why my withdrawals are being cancelled, and allow me to withdraw the $69,000 CLP I have available.

I expect a concrete solution and a formal response, as I have fulfilled the requirements requested of me and have tried to communicate through all available means without receiving help.

Presento una reclamación contra Apueste Rápido porque llevo aproximadamente cinco días intentando retirar mi dinero, correspondiente a $69.000 pesos chilenos, y hasta el momento no he recibido ninguna solución.

He intentado retirar mis $69.000 CLP hacia mi CuentaRUT de BancoEstado, pero las solicitudes de retiro aparecen como canceladas y el dinero vuelve al saldo de mi cuenta del casino.

El casino me informó que debía validar mi cuenta y que tenía que enviar mis documentos personales. He enviado varias veces la documentación solicitada, incluyendo fotografías de mi rostro sosteniendo mi carnet de identidad y un comprobante de domicilio.

Sin embargo, llevo cinco días esperando y nadie me confirma si recibieron mis documentos, si mi cuenta está en proceso de validación o si existe algún problema con ellos.

He enviado numerosos correos electrónicos al servicio de atención al cliente y también he intentado comunicarme repetidamente mediante el chat de ayuda del propio casino. No recibo respuestas ni soluciones. Cuando ocasionalmente me contestan, solamente me indican que debo validar mi cuenta, aunque les explico que ya envié los documentos varias veces. A pesar de insistir, no me confirman la recepción de mis antecedentes ni me indican qué debo hacer para solucionar el problema.

Adjunto imágenes y pruebas que respaldan mi reclamación, incluyendo:

Capturas del historial donde aparecen mis retiros cancelados.

Pruebas de que el dinero vuelve al saldo de mi cuenta del casino.

Capturas de los correos electrónicos enviados sin recibir respuesta.

Evidencia de mis intentos de comunicación mediante el chat de atención al cliente.

Capturas de las instrucciones que me dieron para validar mi identidad.

Considero injusto que lleve tantos días intentando solucionar este problema sin recibir una respuesta clara ni poder disponer de mi dinero.

Solicito que Apueste Rápido revise urgentemente mi caso, confirme si recibió correctamente mis documentos, explique por qué se cancelan mis retiros y me permita retirar los $69.000 CLP que tengo disponibles.

Espero una solución concreta y una respuesta formal, ya que he cumplido con los requisitos que me han solicitado y he intentado comunicarme por todos los medios disponibles sin obtener ayuda.

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Dear Joaco6565,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center