JugaBet Casino - La retirada del jugador se ha retrasado.

Hello, I played at this casino and won 870,000 CLP. I had already passed my initial KYC verification, and when I tried to withdraw my money, I received a message saying I had to contact support, blocking the withdrawal option.

When I contacted support they asked me for additional identity verification which included a photo of my ID card on both sides, a selfie holding a piece of paper and my ID card with the phrase: "for Jugabet" and a statement of my transactions.

I sent everything by email, and after one day they told me they needed to do a video verification via Zoom and suggested some times. I confirmed the times, and they still haven't responded. I've been waiting a long time for my money. The casino is creating obstacles to prolong the process. I hope CasinoGuru can help me.

Hola, jugue en este casino y llegue a ganar 870.000 CLP, ya habia pasado mi verificacion inicial KYC y cuando quiero ir a retirar mi dinero me aparece un mensaje que debo contactarme a soporte, dejandome bloqueada la opcion de retirar.

Al contactar a soporte me piden una verificación de identidad adicional que incluia foto de mi DNI por ambos lados, selfie sosteniendo un papal y mi dni con una frase: "para jugabet" y cartola de mis movimientos.

Envíe todo por correo y luego de 1 dia me dicen que necesitan hacerme una videoverificacion por ZOOM y me proponen algunos horarios, yo les confirmo horario y aun no me responden llevo mucho tiempo esperando por mi dinero, el casino pone trabas para alargar el proceso, espero que casinoguru me pueda ayudar

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 were a player at the casino and when exactly your withdrawal was blocked?
• 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?
• Did you save the communication where you arranged the Zoom call with the casino? Would you be able to share it with me as well? My email is tomas@casino.guru

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

I played at the casino for about 2 weeks and my account was blocked 4 days ago.

I played slots and sports

If I had a welcome bonus

I saved the email communication; I already sent it to your address. They did a Zoom meeting with me and recorded it.

Jugue alrededor de 2 semanas en el casino y se me bloqueo hace 4 dias

Jugue tragamonedas y deportes

Si tenia un bono de bienvenida

Guarde la comunicacion por correo, ya te lo envie a tu direccion.. ellos me hicieron un zoom y lo grabaron

I just received an email saying the casino closed my account and confiscated my funds without a clear explanation.

Me acaba de llegar un correo donde el casino cerro mi cuenta y confiscaron mis fondos sin explicacion clara

Dear catalina99,

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, Barbora (barbora.p@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,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite JugaBet Casino representative to join this conversation.

Dear JugaBet Casino,

Could you please provide clarification regarding this case?

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 player,

I would like to inform you that we are currently in contact with the casino outside of the public thread regarding your case. For this reason, I will extend the timer while we continue reviewing the provided information.

If there are any updates, I will inform you here as soon as possible.

Thank you for your patience.

Dear all,

I would like to inform you that I have attempted to contact the casino outside of the public thread through their affiliate channels; however, I have not received any response so far.

For this reason, I am extending the time frame by an additional 7 days. This will be the final extension granted for the casino to provide the requested information and clarification.

If there are any updates, I will inform you here as soon as possible. Should the casino fail to respond within the given time frame, the complaint will be closed as unresolved, which may negatively affect its rating.

Thank you for your patience.

Dear catalina99,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at barbora.p@casino.guru