MARCA Apuestas Casino - Las ganancias del jugador están bloqueadas debido a problemas de verificación.

I want to report the blocking situation and the abusive practices I am suffering from Marca Apuestas after trying to withdraw my winnings.

The facts are as follows:

1. After winning an award, they asked me for a verification video. I sent it.
2. Their first response is to reject it, alleging a supposed technical error: they say that "it cannot be reproduced."
3. To fix it, I upload the video to Google Drive (where it plays perfectly online) and send it to him again.
4. His second response is to reject it, claiming that "it's the same video."

The contradiction is obvious : If the first video supposedly "wasn't visible," how can they know the second one is the same? By saying this, they implicitly admit that the first one WAS visible and that they lied to me to buy time.

The current problem and my refusal to make phone calls :

Now, after cornering them with their own contradictions, they demand that I call their telephone helpline (900...) to resolve the issue.

I absolutely refuse to resolve this over the phone, and I have made that clear . As a customer, I have the right to have the entire process documented.

I don't want phone calls where words are just empty promises. I demand that all communication be via email so I have written proof of your arguments and refusals, in case I need to escalate this complaint later to the Directorate General for Gambling Regulation (DGOJ) or the Consumer Affairs Office.

I request your help so that:

Stop forcing me to use the phone, as it's a tactic to cover your tracks.

Validate the video you already have (which is perfectly valid) and release my earnings.

I've attached screenshots of the emails showing their lies and contradictions.

Thank you.

Quiero denunciar la situación de bloqueo y las prácticas abusivas que estoy sufriendo por parte de Marca Apuestas tras intentar retirar mis ganancias.

Los hechos son los siguientes:

1. Tras obtener un premio, me solicitan un vídeo de verificación. Lo envío.
2. Su primera respuesta es rechazarlo alegando un supuesto error técnico: dicen que "no se puede reproducir".
3. Para solucionarlo, subo el vídeo a Google Drive (donde se visualiza perfectamente online) y se lo envío de nuevo.
4. Su segunda respuesta es rechazarlo alegando que "es el mismo vídeo".

La contradicción es evidente: Si el primer vídeo supuestamente "no se veía", ¿cómo pueden saber que el segundo es igual? Al decir esto, admiten implícitamente que el primero SÍ se veía y que me mintieron para ganar tiempo.

El problema actual y mi negativa a llamar por teléfono:

Ahora, tras acorralarlos con sus propias contradicciones, me exigen que llame a su número de atención telefónica (900...) para solucionar el tema.

Me niego rotundamente a resolver esto por teléfono y así se lo he hecho saber. Como usuaria, tengo derecho a que toda la gestión quede documentada.

No quiero llamadas donde las palabras se las lleva el viento. Exijo que toda la comunicación sea vía correo electrónico para tener pruebas y constancia escrita de sus argumentos y negativas, por si necesito elevar esta queja posteriormente a la Dirección General de Ordenación del Juego (DGOJ) o a Consumo.

Solicito vuestra ayuda para que:

Dejen de obligarme a usar el teléfono, ya que es una táctica para no dejar rastro.

Validen el vídeo que ya tienen (que es perfectamente válido) y liberen mis ganancias.

Adjunto las capturas de los correos donde se ven sus mentiras y contradicciones.

Gracias.

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Dear ycralvo,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions so I can fully understand the situation.

• When did you first encounter the account blockage?
• Could you please let me know which other verification documents you have already provided and the exact date when you sent the last one, prior to losing access to your account?
• Did you provide all the required documents as soon as possible and in the correct format?
• Have you received any written responses from the casino regarding your request to avoid phone communication?

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

Best regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petra

Before I even started playing or made a deposit, I completed the full video verification process using my DNI.

On December 19th, I played at the casino all night. That morning, following a significant winning streak, I requested a withdrawal of just €400. Shortly after, my account was blocked.

At first, they asked me which game I was playing and what my last win was. Then, supposedly for "security purposes," they requested a selfie video with my DNI.

I attempted to send the video before Christmas. I sent it again on New Year's Eve (Dec 31), as I realized the first attempt had gotten stuck in my Drafts folder.

On January 1st, they claimed the video wouldn't open and asked for a replacement. That same day, I sent it in a different format and also uploaded it to Google Drive, where it can be viewed by anyone via the link. (You can see the link in the attached screenshot of our correspondence; you are welcome to watch it yourself to verify the quality and confirm I did exactly what was requested.)

They proceeded to ignore me for 6 days. I emailed them again, re-attaching the video and providing the link once more.

They finally replied, telling me to send a "new" video and to call them by phone, claiming that I had merely re-sent the old video. By saying this, they inadvertently admitted that they had actually opened and viewed the previous video, proving they lied earlier when they claimed it "wouldn't open."

After all this stalling, ignoring, and blatant lying, I refuse to call them. I want to keep all communication strictly in writing. I have replied to them, but I decided to contact you immediately to avoid dragging this out, as I fear this could go on for weeks.

If you watch the video, you will see that before introducing myself, I state that the video is specifically for Marca Apuestas, I pronounce my full name and document number, show both sides of my DNI, and even wish the Marca Apuestas team a Merry Christmas.

6 days ago... As I said that they just want to keep my money.

Thank you for your reply and for providing the previous details, ycralvo.

Could you provide any furhter details/evidence or additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

The last communication looks like:

Overall, I've already provided all the information, including the screenshots from the first message when I created this case.

Dear ycralvo

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Barborka (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite MARCA Apuestas Casino representative to join this conversation.

Dear MARCA Apuestas Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

We are extending the timer by an additional 7 days, as we have contacted the casino again outside of this public complaint thread in an effort to obtain their response and move the case forward.

Thank you for your patience.

Dear ycralvo,

I am extending the timer for a final 7 days. I have contacted the casino again outside of this complaint thread and am currently awaiting their response.

Thank you very much for your patience.

Dear ycralvo,

Thank you again for your patience.

The casino has contacted us and requested an additional document needed to proceed with your case : specifically, a tax certificate for Spain.

Could you please send this document to:

barbora.p@casino.guru

Once I receive it, I will forward it to the casino and continue working on your complaint.

Thank you very much for your cooperation.

Dear ycralvo,

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,
Barbora
Casino.Guru