JugaBet Casino - El retiro del jugador se retrasa debido a la verificación de la cuenta.

Hello, good afternoon. I am writing to request your kind intervention with JugaBet casino. My account has been under verification for 14 consecutive days as a VIP user. I have submitted all my documentation in good faith, and it should be noted that my account already has a previously approved withdrawal of $30,000,000, so my identity has already been validated. I currently have an outstanding balance of $280,400,000. I have sent polite messages to support and VIP management inquiring about my status and the processing time, but I have not received any response. They have been verifying my account for over 15 days in order to pay me the remaining balance. I kindly request that you intervene to inquire about the processing time and ask them to expedite the review of my file in a courteous manner, so that we can resolve this situation amicably. Thank you very much.

​Hola, buenas tardes. Les escribo para solicitar su amable mediación con el casino JugaBet. Tengo mi cuenta bajo verificación hace 14 días corridos siendo usuario vip. He enviado toda mi documentación de buena fe y cabe aclarar que mi cuenta ya tiene un retiro previo de $30.000.000 aprobado con éxito, por lo que mi identidad ya fue validada anteriormente. Actualmente mantengo un saldo pendiente de $280.400.000. Les he enviado mensajes cordiales a soporte y a la gerencia VIP consultando sobre mi estado y los plazos de demora, pero no he recibido respuesta alguna de su parte están verificando hace más de 15 días para poder pagarme el resto. Les pido por favor si pueden intervenir para consultar los plazos y pedirles que agilicen la revisión de mi legajo de manera cordial, para poder resolver esta situación de mutuo acuerdo. Muchas gracias

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JugaBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you have been a player in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Good evening, I was looking at the amount and the cents got wrong, it's $280,400,043ARS (two hundred eighty million four hundred thousand forty-three pesos) that's the amount withheld.

Buenas noches estába viendo el monto y los centavos se pusieron mal son $280.400.043ARS (doscientos ochenta millones cuatrocientos mil cuarenta y tres pesos ) ese es el monto retenido.

Thanks for your reply. Let me paste your responses here for the convenience: (translated)

Hi Tom, I hope you're okay. I am writing to send you the documentation you requested and fill out the information in my claim ID 214178.

I will answer your questions:

1 TIME IN THE CASINO: I have been a registered player for approximately 2-3 years. My account has a long history and I have already been paid previous withdrawals of $30,000,000 from the last prize won, so my identity has always been validated.

2 GAMES USED: All current balance accumulated by playing exclusively in the LIVE CASINO section.

3 USE OF BONUSES: No bonuses, promotions, or benefits were used. The balance was generated using only real money deposited by me.

4 PREVIOUS COMMUNICATIONS: General chat support gives me automatic and useless responses. The underlying problem is the absolute silence of the VIP managers who contacted me to offer me the full payment of the balance of my winnings thus recognizing the prize, who do not respond to me on May 30.

I attach the capture of today's chat with an online support one, I clarify that for 17 days they have been copying and pasting the same texts without giving me news of my case. And I forward you the back and forth emails I had with the vip managers, they are attached to the most current one, which also includes an email from today that so far was not answered either, without updating my case to date and communicating with me for the last time on 05/30/2026.

Thanks for your reply.

Has the casino since concluded the verification of your gameplay?

Has the casino started paying out your winnings since your last post?

Please let me know.

Hi Tomas, thank you for your attention to my case.

Regarding verification, my account and identity information have already been fully verified and approved by the casino. However, they keep telling me the account is "under review," which is a complete contradiction. They forwarded me to JugaBet's VIP managers via email, but I still haven't received a response and am being kept in complete silence. With this, they are blatantly violating the rules and deadlines of their own official Complaints Policy (Section 4.1.2), which establishes maximum response times that have long since passed.

No, the casino hasn't started paying out my winnings. As of today, my balance of $280,400,043.00 remains completely stuck on the platform, and I haven't been able to make a withdrawal.

Since I have already successfully passed all identity checks, maintaining this supposedly endless "review," ignoring my VIP emails, and violating their own statutory deadlines is an arbitrary maneuver to avoid paying or delay a legitimate prize. Thank you very much!

​Hola Tomas, gracias por tu atención en mi caso.

​Respecto a la verificación, mi cuenta y mis datos de identidad ya están completamente verificados y aprobados por el casino. Sin embargo, me siguen viniendo con el cuento de que la cuenta "está en revisión", lo cual es una contradicción total. Me derivaron con el correo de los gestores VIP de JugaBet, pero todavía no me contestan y me tienen en un silencio absoluto. Con esto, están rompiendo de forma flagrante las reglas y plazos de su propia Política de Quejas oficiales (Punto 4.1.2), la cual establece tiempos máximos de respuesta que ya vencieron con creces.

​No, el casino no ha comenzado a pagar mis ganancias. Al día de hoy, mi saldo de $280.400.043,00 sigue completamente estancado en la plataforma y no me habilitan los mecanismos para poder retirar.

​Como ya pasé todos los controles de identidad con éxito, mantener esta supuesta "revisión" eterna, ignorar mis correos VIP y violar sus propios plazos estatutarios es una maniobra arbitraria para no pagar o demorar un premio legítimo.¡Muchas gracias!

Dear Mati2026,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Tomas, I'm writing to let you know that the casino has contacted me and we're coordinating the payment of the total balance via bank transfer. Please keep the complaint open and active until the money is actually credited to my account. I'll keep you updated on any developments. Thank you very much.

​

Hola Tomas , les informo que el casino se ha contactado conmigo y estamos coordinando el pago del saldo total mediante transferencia. Les pido, por favor, mantener la queja abierta y activa hasta que el dinero impacte efectivamente en mi cuenta. Los mantendré informados sobre cualquier novedad. Muchas gracias.

​

Hello Mati2026,

My name is Michal, and I have taken over this complaint.

Thank you for the update. I’m glad to hear that the casino has resumed communication and cooperation with you.

I remain optimistic and trust that your winnings will be paid out in accordance with the casino’s withdrawal policies. I will continue monitoring the situation, so please keep me informed of any important developments.

Dear Mati2026,

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.

Hi Michal. I'm updating you that I'm still withdrawing the maximum daily amounts in pesos allowed by the platform, but the casino's VIP department hasn't yet given me any response or quote regarding the total cryptocurrency payment they offered. Please keep this complaint open while I continue with the daily withdrawal process. Thank you very much.

Hola Michal. Les actualizo que sigo retirando diariamente los montos máximos en pesos que me permite la plataforma, pero desde el sector VIP del casino todavía no me han dado ninguna respuesta ni cotización sobre el pago total en criptomonedas que me habían ofrecido. Por favor, mantengamos la queja abierta mientras continúo con el proceso de retiro diario. Muchas gracias.

Dear Mati2026,

Thank you for your response. I am glad to hear that you are receiving your winnings, although likely not in the amount you would prefer.

Could you please confirm what amounts you are currently receiving and over what timeframe the payments are being made? Additionally, which portions of your winnings have already been paid out, and what is the remaining amount to be withdrawn?

Dear Mati2026,

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.

Dear Mati2026,

While it appears that the matter has been addressed and you are receiving the withdrawals, we have not received confirmation from you as to whether the issue has been resolved or whether you require any further assistance from us.

Due to the lack of a response from you, we must regrettably proceed with closing this complaint as rejected.

Should you experience any issues with this or any other casino in the future, please do not hesitate to contact us. We will try our best to assist you.

Best regards,

Michal

Casino Guru