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.

Lo que tardan en verificar una cuenta dios mio. Para eso mejor den de baja el casino que no resalta entre los top. Una basura.

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

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.

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.

12 dias en proceso de verificación

Ningun documento aprovado

El casino no tiene atención al cliente, asi que no hay forma de comunicarme con ellos directamente. El dia 12 de este mes envie un mail pero no tengo respuestas

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 [email protected] for further review.

Looking forward to your response.

Regards,

Nick

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

Ninguna comunicación con el casino por el momento. Y mi cuenta sigue sin ser verificada

Thank you SinFvtvro for all the information provided so far. I will now forward your complaint to my colleague Natalia [email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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 [email protected]

Kind regards,

Natalia

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.

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 ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia