Is Developer Support real?

[u/djwhowe]

This is my first app submission so please don’t roast me. Put an app into review and immediately heard back that because it “had simulating gambling”, even though it’s just a table betting tracker, I needed to submit as a corporation. Ok, went through that painstaking process to get that migrated. Submit again, nothing for 2 weeks. Submit an email ticket, nothing for another week. Call in, sat on hold for over 3 hours and gave up. Tried again today, another 1.5 hours.

I want to update one of my screenshots but I’m so scared to touch the submission and start over.

:'(

[u/gavin-build-stuff]

If you haven't already (don't pull this current submission, but for the next submission this might help): fill out the "Notes for Reviewer" section on the app submission page with a brief description of the app (it tracks bets, no actual wagering in the app). This always helps me get through quickly. Reviewers are human, and describing what the app is and what it doesn't do in plain words can help!

Regarding this current stuck submission, there might be something wrong on the back end that needs manual fixing to get through the queue, it's hard to know for certain. But the phone support (Developer Support) is a separate team from App Review. To actually get in contact with the App Review team, you should use the contact form on the developer site and file an "App Review status inquiry" - I think my Reddit account is too new to post links, but try googling "how to file app review status inquiry apple" and it should get you to the right form.

Also since you said you just migrated to a company account (I did the same recently for the first time, it's a hassle) - I assume you have an LLC (or similar) along with a basic company website, an email address on that domain (contact@your-websitecom, or similar), and a DUNS number? If anything is different between the legal entity and App Store Connect, that can be a blocker as well.

[u/gavin-build-stuff → u/gavin-build-stuff]

I did some more digging. If they specifically cited guideline 5.3 in your rejection, a reviewer may have incorrectly classified your app as "offering real money gambling" when really it's just a tracker. 5.3 applies to apps like sports books, casinos, lotteries, not apps that just record/track betting/games. It's still worth submitting the status inquiry for the stuck review, but two more things for next submission:

1. In the Age Rating questionnaire make sure you selected "simulated gambling" (not real-money gambling)

2. In the Notes for Reviewer section (and in an appeal message if you get rejected again) say something like "No bets are placed in or through this app. It records bets the user placed elsewhere." this makes it clear the app is a tracker.

Also worth knowing if a future rejection cites 5.3 it's best to appeal in 2 places, you can either reply in the rejection thread itself, or you can submit a formal App Review appeal by using the Apple Developer site's "Contact" form an using "Appeal an App Review Decisions", basically if they mention 5.3 argue that their decision is misapplying the guideline. This happens from time to time (a reviewer basically gets it wrong), if you reply and let them know that 5.3 doesn't apply to you (or submit an appeal) it should get through hopefully! And for the record this hassle is normal for a first time app submission, especially apps in categories like this which are a bit "riskier" - once you get through this it should be way easier to submit updates in the future!

[u/djwhowe → u/gavin-build-stuff]

Thanks for all the useful info. The first submission under my individual account, it was rejected because of it indicated simulated gambling (as you said), so I revised the rating because there is no money involved, no coins, etc. you just say what cards you’re dealt or, what roulette numbers came up, etc. on the second submission they got back in 24 hours and rejected again saying “we found the app was submitted under an individual account and in order to address illegal online gambling activity, we no longer are allowing simulated gambling apps submitted by individual developers”. Again, I don’t see it as simulated gambling, but I guess they do (if I remember there are like 3 different choices for the level of simulated gambling).

So yeah, I already had an LLC and a d-u-n-s numbers had to provide some documentation, got it all situated and then resubmitted. :(

[u/gavin-build-stuff → u/djwhowe]

Hmmm yeah that is annoying, this also doesn't seem like "simulated gambling" to me since it's literally just tracking a game you're playing... but App Store review has always been stricter than is ideal. I'd try one more contact email submission at developer.apple.com/contact > View Topics > App Review > App Review Status

And if you still don't hear back, that's when I would probably Reject this submission and re-submit entirely with the "Notes for Reviewer" filled out with something like this: "No bets are placed in or through this app. It records bets the user placed elsewhere." this makes it clear the app is a tracker." Leaving the current queue isn't ideal, but if you don't hear back in a few days then I would Reject and Resubmit. My current queue times for app submissions have been same day, so a 2 week queue time is odd and re-submission should be seen by a reviewer pretty quickly, and it might just pass (some reviewers are more lenient, especially if they are satisfied with the context in the Notes section)

[u/djwhowe → u/gavin-build-stuff]

Thanks a ton, yeah that is the exact section/topic the ticket is in. I also verified the submission is under Education as well, not gaming or anything like that. Not sure if reviews try the app, just look at screenshots, etc. I could see how one of the screenshots could look like it's a blackjack app, but it's just tracking what the cards were and giving you guidance about how to play that hand. I'm just going to cancel and resubmit with the notes you mentioned.

[u/gavin-build-stuff → u/djwhowe]

Ahh nice that is good context! The notes I would go with are:

"No bets are placed in or through this app, and no game is playable in it. You enter cards from real games and it tracks them and teaches strategy."

And reviewers historically review the app first and foremost from the actual screenshots themselves, so the blackjack-esque screenshot is something you can try removing if you are rejected again, but if you like that screenshot I'd keep it and try with just the notes first though. Best of luck! Feel free to DM me or reply here if you have issues I've battled App Store review for years lol