JugaBet Casino - El retiro de fondos por parte del jugador está restringido por los términos del bono.

I am filing a formal complaint with Jugabet regarding a dispute over winnings obtained using a bonus.

I made a deposit of 30,000 CLP, which triggered a free spins bonus. With these spins, I won 6,000 CLP. While playing and before meeting the wagering requirements, I made a significant profit of 5,000,000 CLP with a bet of 1,250 CLP (bet ID available).

According to the operator, my maximum withdrawal was limited to 120,000 CLP due to the bonus terms. However, I believe the application of these terms lacks transparency and clarity, especially given the magnitude of the profit and the way the bonus conditions were applied.

Furthermore, I filed a formal complaint through the operator's official channel. They did not confirm receipt within the established timeframe.

Presento una queja formal con Jugabet en relación con una disputa sobre las ganancias obtenidas al usar un bono. 

Realicé un depósito de 30.000 CLP, lo que activó un bono de giros gratis. Con estos giros, obtuve 6.000 CLP. Mientras jugaba y antes de cumplir con los requisitos de apuesta, obtuve una ganancia significativa de 5.000.000 CLP con una apuesta de 1.250 CLP (ID de apuesta disponible). 

Según el operador, mi retiro máximo estaba limitado a 120.000 CLP debido a los términos del bono. Sin embargo, considero que la aplicación de estos términos carece de transparencia y claridad, especialmente dada la magnitud de la ganancia y la forma en que se aplicaron las condiciones del bono. 

Además, presenté una queja formal a través del canal oficial del operador. No me confirmaron la recepción en el plazo establecido. 

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Do I understand correctly that the winnings have only been capped once, specifically at the time of requesting a withdrawal?

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

Best regards

Attila

Hello Attila,

Thank you so much for your response and for reviewing my case.

Regarding your questions:

I've attached a screenshot of the bonus I activated. I don't have a direct link, but it corresponds to the free spins bonus I was playing with.

Yes, the limitation only applied at the time of the withdrawal request. During the game, I was never clearly informed that my winnings would be restricted to such a low amount.

Furthermore, I consider it important to point out that the winnings were credited to my account and were visible, and then disappeared when I tried to withdraw them, which creates even more confusion regarding how the bonus conditions were applied.

This is precisely the point of my complaint: the lack of clarity and transparency in the application of the bonus terms, especially considering that the winnings occurred during normal play with real bets.

I am attaching the evidence I have at the moment.

Image 1 shows the Bonus with player ID, date and time.

Video 1 play with winnings of the amount under review.

Image 2 Image verifying the inaccessibility to the platform account.

I remain attentive to any additional information you may need.

Kind regards.

Hola Attila,

Muchas gracias por tu respuesta y por revisar mi caso.

Con respecto a tus preguntas:

Adjunto una captura del bono que activé. No dispongo de un enlace directo, pero corresponde al bono de giros gratis con el que estuve jugando.

Sí, la limitación se aplicó únicamente en el momento de solicitar el retiro. Durante el juego, en ningún momento se me indicó de forma clara que mis ganancias estarían restringidas a un monto tan bajo.

Además, considero importante señalar que el saldo con la ganancia fue acreditado en mi cuenta y estuvo visible, y posteriormente desapareció al momento de intentar retirar, lo que genera aún más confusión respecto a cómo se aplicaron las condiciones del bono.

Este es precisamente el punto de mi reclamo: la falta de claridad y transparencia en la aplicación de los términos del bono, especialmente considerando que la ganancia se produjo durante el juego normal con apuestas reales.

Le adjunto la evidencia que tengo al momento.

Imagen 1 muestra del Bono con Id del jugador, fecha y hora.

Video 1 jugada con ganancia del monto en revisión.

Imagen 2 Imagen comprobando la inaccesibilidad a la cuenta de la plataforma.

Quedo atento a cualquier información adicional que necesiten.

Saludos cordiales.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello Attila,

I have attached screenshots of the communication I had with the casino regarding this case.

As you can see, I tried to resolve the situation directly with the operator; however, I did not receive a response within the timeframe indicated in their own policy.

I remain attentive to any additional information you may need.

Kind regards.

Hola Attila,

Adjunto capturas de pantalla de la comunicación que tuve con el casino en relación con este caso.

Como se puede observar, intenté resolver la situación directamente con el operador, sin embargo, no recibí respuesta dentro del plazo indicado en su propia política.

Quedo atento a cualquier información adicional que necesiten.

Saludos cordiales.

Thank you for your response. Could you kindly clarify which promotion you utilized? Was it the first deposit bonus from the welcome package? Furthermore, could you provide information on the number of free spins you have received?

Thank you in advance for your reply.

Hello Attila,

The promotion used was not the first deposit bonus from the welcome package. If I recall correctly, it was a daily promotion where a deposit was required to receive free spins under certain conditions.

I don't remember the exact number of free spins received.

I'd also like to clarify that, after the free spins ended, I made some winnings and then continued playing other games. At that time, I still had a 30x rollover requirement remaining, so I continued betting normally before completing the withdrawal.

For this reason, it confused me that the profits were shown in full in my balance and then reduced when I requested a withdrawal.

Kind regards.

Hola Attila,

La promoción utilizada no correspondía al bono de primer depósito del paquete de bienvenida. Según recuerdo, se trataba de una promoción diaria donde era necesario realizar un depósito para recibir giros gratis bajo ciertas condiciones.

No recuerdo la cantidad exacta de giros gratis recibidos.

También quisiera aclarar que, una vez finalizados los giros gratis, obtuve ciertas ganancias y posteriormente continué jugando en otros juegos distintos. En ese momento aún tenía un requisito de rollover x30 pendiente, por lo que seguí apostando normalmente antes de completar el retiro.

Por esta razón, me generó confusión que las ganancias fueran mostradas íntegramente en mi saldo y posteriormente reducidas al momento de solicitar el retiro.

Saludos cordiales.

Hello,

Thank you for the additional information and the screenshots provided so far.

To properly assess whether the casino applied the correct maximum cashout rule, we need to verify exactly how the promotion was presented to players. Could you please provide either:

• a direct link to the promotion, or
• a screenshot/landing page showing how the offer was advertised before you claimed it?

In particular, we need to determine whether the free spins were advertised as part of a deposit bonus offer or as a separate no-deposit/free spins promotion.

Thank you for your patience and cooperation.

Best regards,

Attila

Hello Attila,

I've tried to find the link or a screenshot of the exact promotion again, but unfortunately I haven't been able to access it.

As I recall, the offer was presented as a daily promotion that required a deposit to receive free spins under certain conditions. I didn't understand it as a standalone, no-deposit promotion.

I would also like to clarify that, once the free spins ended, I continued playing normally on other games while I still had a 30x rollover requirement pending.

For this reason, I understood that the profits were part of my actual available balance, especially considering that the amount was fully credited to my account before being reduced at the time of requesting the withdrawal.

Additionally, I currently no longer have access to my account due to a voluntary block requested for player protection reasons, so I am unable to review the promotion again from the platform.

Thank you again for your time and detailed review of the case.

Kind regards.

Hola Attila,

He intentado encontrar nuevamente el enlace o alguna captura de pantalla de la promoción exacta, pero lamentablemente no he podido acceder a ella.

Según recuerdo, la oferta se presentaba como una promoción diaria que requería realizar un depósito para recibir giros gratis bajo ciertas condiciones. No la entendí como una promoción independiente sin depósito.

También quisiera aclarar que, una vez finalizados los giros gratis, continué jugando normalmente en otros juegos mientras aún tenía un requisito de rollover x30 pendiente.

Por esta razón, entendí que las ganancias formaban parte de mi saldo real disponible, especialmente considerando que el monto fue acreditado íntegramente en mi cuenta antes de ser reducido al momento de solicitar el retiro.

Adicionalmente, actualmente ya no tengo acceso a mi cuenta debido a un bloqueo voluntario solicitado por motivos de protección al jugador, por lo que no me es posible revisar nuevamente la promoción desde la plataforma.

Gracias nuevamente por el tiempo y la revisión detallada del caso.

Saludos cordiales.

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, Michal (michal.k@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,

Attila

Hello FranciscoLorca,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite JugaBet Casino to join the conversation.

Dear JugaBet Casino,

In order to ensure a clear and comprehensive understanding of this case, I would kindly ask you to provide a detailed chronology of the events in question.

In particular, it would be helpful to clarify which particular bonus was claimed/utilised, what funds were used in connection with the gameplay, which specific publicly available terms and conditions governed the bonus, and the rationale for the application of the cap on the player’s winnings.

Should there be any additional circumstances relevant to the case that cannot be disclosed publicly, I would appreciate it if you could share them directly with me at michal.k@casino.guru, together with any supporting evidence, for the purposes of an independent assessment.

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.

Dear FranciscoLorca,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their 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, if you wish to pursue your case further you can contact the Curaçao Gaming Authority (CGA) and submit a complaint to them via email at complaints@cga.cw.

Although CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try.

You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

For the future, I highly encourage you to select casinos based on their reviews and ratings, opting only for those that are well-established, licensed, and highly regarded to minimize encountering similar situation. I regret that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru