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