MARCA Apuestas Casino - Выигрыши игрока заблокированы из-за проблем с верификацией.

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.