JugaBet Casino - La solicitud de cierre de cuenta del jugador es ignorada.

Friends of Casino Guru,

I wanted to ask for your help with a situation that has me very distressed and to this day 'trapped' by my gambling addiction and the complete lack of responsibility of the JUGABET casino, even violating their own terms and conditions and the 'responsible gambling' section that they themselves try to follow and take care of their customers.

Let me briefly explain: on May 20th at 6:48 AM Chilean time, I requested customer service to permanently close my account due to gambling addiction. Any casino should close the account immediately; however, support asked me to send an email to ' vip@jugabet.cl '

I will proceed to send the email immediately, clearly stating my gambling addiction and my account details.

The response I received is utterly unacceptable and worrying. They told me I had to send it from 'the email address registered in my account'.

The most unbelievable thing is that since I registered with JUGABET at the beginning of May this year, I registered with my personal email address and never changed it. Furthermore, the email address is fully verified, as are my identity, email, and phone number. For the third time, I am requesting the closure of my account due to gambling addiction, clarifying that the email address I am writing from is my personal email and is the same one I have had registered with JUGABET since I signed up.

And for the third time, JUGABET casino is ignoring my request to close due to gambling addiction, responding in the same email chain with whatever, but ignoring the request. It sounds unbelievable, but it's true.

Guru Casino Team, I tried to follow the casino's procedures, I was completely clear about my account closure request and my gambling addiction, but the casino completely ignored me. Because of this, I have been compulsively and uncontrollably depositing money. Consequently, I demand that the casino refund all deposits made since May 20, 2026, the date on which I tried every possible means to close my account due to my gambling addiction. The total amount accumulated to date is CLP $13,482,250

I would appreciate your help; please do not hesitate to ask me for any background information or additional details you may need.

A big hug

Amigos de Casino Guru,

Favor les quería pedir su ayuda con una situación que me tiene muy afligido y hasta el día de hoy 'atrapado' con mi adicción al juego y la nula responsabilidad de casino JUGABET, incluso, incumpliendo sus propios términos y condiciones y el apartado de 'juego responsable' que ellos mismos procuran seguir y cuidar a los clientes.

Les comento brevemente, el día 20 de Mayo a las 06:48 AM hora de Chile, solicito a servicio al cliente el cierre definitivo de mi cuenta por adicción al juego, en donde cualquier casino debería cerrar inmediatamente la cuenta, sin embargo, desde soporte me piden que envíe un correo a 'vip@jugabet.cl'

Procedo a enviar el correo de forma inmediata, indicando claramente la adicción al juego y los datos de mi cuenta

La respuesta que recibo, es lo más impresentable y preocupante. Me responden que debo enviarlo desde 'el correo registrado en mi cuenta'

Lo más increíble, es que desde que me registré en JUGABET a principios de Mayo de este año, me registré con mi correo personal y nunca lo cambié. Incluso, el correo está totalmente verificado al igual que mi identidad, email y numero de teléfono. Por tercera vez, les solicito el cierre de mi cuenta por adicción el juego aclarando que el correo del cual estoy escribiendo es mi correo personal y es el mismo que tengo registrado desde que me registré en JUGABET

Y por tercera vez, el casino JUGABET ignora mi solicitud de cierre por adicción al juego, respondiéndome en la misma cadena de correos, cualquier cosa, pero ignorando la solicitud. Suena increíble, pero es cierto.

Equipo de casino Guru, intenté seguir los pasos del casino, fui totalmente claro con la solicitud de cierre y mi problema de adicción al juego, pero el casino me ignoró totalmente. Por esta razón, he depositado dinero de forma compulsiva y sin control. En consecuencia, exijo que el casino me reembolse todo lo que deposité desde el 20 de Mayo 2026, que fue la fecha en donde por todos los medios posibles intenté cerrar mi cuenta por adicción al juego. El monto acumulado a la fecha de hoy es de $13.482.250 CLP

Favor ruego vuestra ayuda, cualquier antecedente o dato adicional que necesiten no duden en solicitármelo por favor.

Un fuerte abrazo

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you responded to the email from the casino customer support that you received on 22 May?
• Is your account still open, or has it been closed in the meantime? If it has already been closed, kindly specify the exact date of closure.
• Am I correct in understanding that you had previously uploaded your identity documents to the casino and that your account was fully verified?

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

Veronika

Verónica, thank you so much for taking my case. As of today, May 26th, my account remains open despite the three requests I submitted as evidence. Furthermore, unable to control myself, I made two additional deposits today, May 26th, of CLP 1,500,000 and CLP 1,800,000, which I have already lost. Please add these to the updated disputed amount, which should be: CLP 13,482,250 + CLP 1,500,000 + CLP 1,800,000 = CLP 16,782,250

Answering your questions:

Have you responded to the email from the casino's customer service that you received on May 22nd?

I haven't responded since then because it was the third time I asked them to close my account due to gambling addiction, and they respond, "How can I help you?"... meaning they didn't even check the previous emails, and they're clearly playing games with me as a customer.

Is your account still active or has it been closed? If it has been closed, please provide the exact date.

Unfortunately, it remains open despite having requested it via chat and email twice since May 20th.

Am I understanding correctly that you had already uploaded your identity documents to the casino and that your account was fully verified?

Everything was 100% verified from the day I registered: my identity, my account, my phone number, my email, everything... I never even had any problems making withdrawals or deposits.

Please let me know if you need any further information or support from me. I forwarded to your email the email chain where my request for permanent account closure due to gambling addiction was completely ignored, along with my previous request in the chat (i.e., the 3 ignored attempts).

A hug

Verónica muchas gracias por tomar mi caso. Hasta el día de hoy 26 de Mayo, mi cuenta sigue abierta a pesar de las 3 solicitudes que envié como evidencia. Además, como no me he podido controlar, hoy 26 de Mayo realicé 2 depósitos adicionales de 1.500.000 CLP y 1.800.000 CLP los cuales ya perdí. Favor solicito sumarlos al monto en disputa actualizado que debería ser: 13.482.250 + 1.500.000 + 1.800.000 = $16.782.250 CLP

Respondiendo tus preguntas:

¿Has respondido al correo electrónico del servicio de atención al cliente del casino que recibiste el 22 de mayo?

Desde ahí no he respondi debido a que ya era tercera vez que les pido el cierre de cuenta por adicción al juego y me responden "En qué lo puedo ayudar"...es decir, ni revisaron los correos anteriores y ya siendo que están jugando conmigo como cliente.

¿Su cuenta sigue activa o se ha cerrado? Si ya se ha cerrado, por favor, indique la fecha exacta.

Lameblemente sigue abierta a pesar de haberlo solicitado por chat y por email 2 veces desde el 20 de Mayo

¿Entiendo correctamente que usted ya había subido sus documentos de identidad al casino y que su cuenta estaba completamente verificada?

Todo estaba 100% verificado desde el día que me registré, mi identidad, mi cuenta, mi telefeno, mi correo, todo.... incluso nunca tuve problemas para realizar retiros o depósitos

Favor me cuentas si necesitas información adicional o apoyo de mi parte. Te reenvié a tu correo la cadena de correos en donde ignoraron 100% mi solicitud de cierre de cuenta definitivo por adicción al juego junto con la solicitud previa en el chat (es decir, los 3 intentos ignorados).

Un abrazo

Veronika, nice to meet you. As of May 27, 2026, my account is still active, and unfortunately, I continued gambling compulsively. I just submitted a fourth attempt to close my account due to gambling addiction.

Unfortunately, since May 20th, when I requested the permanent closure of my account due to gambling addiction, the amount I have deposited has increased to $24,582,250 CLP

I am requesting your support and mediation as I feel ignored by the casino, despite the fact that their own terms and conditions in the responsible gambling section state verbatim that any indication of gambling addiction must be addressed immediately, something they have not complied with despite making clear requests on several occasions both by chat and by email.

Veronika mucho gusto, siendo el 27 de Mayo de 2026, mi cuenta sigue activa y lamentablemente seguí apostando de forma compulsiva. Acabo de enviar un cuarto intento de cierre de cuenta por adicción al juego.

Lamentablemente, desde el día 20 de Mayo que solicité el cierre de cuenta definitivo por adicción al juego, el monto que he depositado aumentó a $24.582.250 CLP

Favor ruego tu apoyo y mediación ya que me siento ignorado por el casino, a pesar que tienen en sus propios terminos en condiciones en el apartado de juego responsable, dice textualmente que ante algún indicio de adicción al juego o debe ser aborado de forma de inmediata, cosa que no han cumplido a pesar de hacer claras solicitud en varias ocasiones tanto por chat como por correo.

Veronika, how are you?

Hoping everything is alright, I wanted to let you know that to follow the casino's complaint protocol, I submitted a form, which can be found at https://jugabet.cl/page/dispute-resolution-policy , to support@jugabet.cl The instructions on that page say that dome.

I forwarded it to your email "> " target="_blank" rel="nofollow ugc noopener noreferrer"> veronika.f@casino.guru I've attached the form and all the updated evidence, requesting a refund of the net amount I lost since my account closure request due to gambling addiction on May 20th. It's worth noting that as of May 28th, the account is still active. Please let me know if you have any questions.

Veronika ¿cómo estás?,

Esperando que todo esté bien, te cuento que para seguir el protocolo de reclamos del casino, envié un formalario que se encuentra en https://jugabet.cl/page/dispute-resolution-policy y lo envié a support@jugabet.cl tal domo dicen las indicaciones en esa página.

Te reenvié a tu correo veronika.f@casino.guru el formulario y todas las pruebas actualizadas, en donde les solcito la devolución del monto neto que perdí desde el mi solicitud solciitud de cierre por adiccion al juego el día 20 de Mayo. Cabe mencionar, que ya a 28 de Mayo la cuenta sigue activa. Me cuentas cualquier duda por favor

Dear JJDS

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, Igor (igor.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,

Veronika

Dear JJDS,

I am sorry to hear about your problem with JugaBet Casino.

I will now try to contact a JugaBet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a JugaBet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Igor, Veronika,

It's a pleasure to greet you. I've sent an updated summary of the case to your email address, including all the evidence gathered so far. Here's a detailed summary for public information:

1- On May 20, 2026 at 02:48 AM Chile time (GMT-4) I requested the closure of my account due to gambling addiction on two occasions via the support chat, where they responded "you must send an email to" vip@jugabet.cl "

2- Minutes later, on May 20th at 02:56 AM Chile time (GMT-4) , I requested via my email and 100% verified account the closure of my account due to gambling addiction. vip@jugabet.cl making it clear in the subject and message of the email "Account closure due to gambling addiction" and attaching the data and the account ID (where it is also clearly visible that my account is 100% verified)

3- In an unusual turn of events, on May 20th at 09:31 AM Chile time (GMT-4), I received a reply stating "you must send it from your registered email"... where I had to clarify with evidence that the email I was using was my registered email and request that they please proceed with the closure request.

4- Subsequently, the casino committed other serious offenses, such as inviting me not to close my account, but rather to "partially close it or only limit deposits." They also offered me bonuses, cashback, and other benefits to keep me. All of this occurred after I had made at least five account closure requests due to gambling addiction, all within the same email chain with the subject line "Account Closure Due to Gambling Addiction."

5- In all the evidence, you will be able to validate that the JUGABET team simply ignores the request despite acknowledging it, since they always start with "we regret the situation" and end by persuading a vulnerable player (offering promotions, bonuses, benefits, etc.)

6- As of June 5, 2026 , having insisted on more than 11 occasions that the account be closed due to gambling addiction, the following should be mentioned:

6.1- My account is still valid and active as of June 5, 2026 (and I continue to receive promotions)

6.2 - Since May 27th, I have requested contact from the JUGABET compliance department on at least 4 or 5 occasions, and they have completely ignored me.

6.3- On the same day, May 27th, I sent a "complaint form" which can be downloaded from the Jugabet website, where I again requested contact from the Compliance area and again they ignored it

7- Unusual aggravating circumstance : On June 1, 2026 at 11:21 AM Chile time (GMT-4) , a "VIP Manager" contacted me personally, introducing himself and offering me bonuses, gifts, and cashback in exchange for answering some questions about my personal interests.

7.1 - I am writing to thank you for your contact, but I want to inform you that I have been requesting account closure since May 20, 2026, due to gambling addiction, and that I demand restitution for the financial losses (the amount deposited after that date). I also request contact information for the compliance department.

7.2 - The response is even worse, as it not only acknowledges my problem by saying "I'm sorry for what you're going through," but then goes on to offer more benefits, bonus invitations, cashback, and, additionally, an extra "physical" gift. It also failed to provide me with the contact information for the compliance department or even mention the issue.

Casino Guru Team:

Please verify this entire account with the evidence sent to your emails, which evidence is also in the possession of JUGABET, both because I sent it to you internally and because it is information from the platform itself and from the "@jugabet" emails.

Once you can verify this, please make this account public, as I have reviewed other complaints and in general JUGABET does not respond to cases or provide solutions, and furthermore, it is one of the most serious offenses I have seen in cases of self-exclusion and responsible gambling.

I've been consulting with lawyers in Curaçao, and while a lawsuit is possible, I believe in the good faith of the casino or its operators. In this context, I've made inquiries to ensure some kind of response from JUGABET and/or a representative.

1- JUGABET is very well-known in Chile and is an official sponsor of first division soccer teams such as Universidad de Chile (Azul Azul SA) and Colo Colo (Blanco y Negro SA). It also sponsors other second division teams, the women's team, and the national basketball league (LNB).

1.1 - These sponsorship contracts are made through the GROWE group (https://growe.partners/) which owns the JUGABET brand and other betting houses

1.2 - Contracts with VIP agents and marketing departments are also handled by GROWE

2- JUGABET Chile is registered and intermediated through the company CASTIANS SV to manage deposits, withdrawals and user support

2.1 - CASTIANES SV is based in Curaçao and is licensed by the Curaçao Gaming Authority (CGA) - https://www.cga.cw/

Hugs and many thanks!

Igor, Veronika,

Mucho gusto en saludarlos, les he enviado a vuestro correo un resumen actualizado del caso y con toda la evidencia recopilada hasta el momento. Detallo un resumen para conocimiento público:

1- El día 20 de Mayo 2026 a las 02:48 AM hora de Chile (GMT-4) solicito en 2 ocasiones el cierre de cuenta por adicción al juego al chat de soporte, en donde me responden "debe enviar un correo a "vip@jugabet.cl"

2- Minutos después, el 20 de Mayo a las 02:56 AM hora de Chile (GMT-4) solicito a través de mi correo y cuenta 100% verificada el cierre de cuenta por adicción al juego a vip@jugabet.cl, dejando claro en el asunto y mensaje del correo "Cierre de cuenta por adicción al juego" y adjuntando los datos y el ID de cuenta (en donde además, se visualiza claramente que mi cuenta está 100% verificada)

3- De forma insólita, el 20 de Mayo a las 09:31 AM hora de Chile (GMT-4) me responden "debe enviarlo desde su correo registrado"... En donde tuve que aclarar con evidencia que el correo que estaba usando es mi correo registrado y que favor procedieran con la solicitud de cierre

4- Posteriormente, el casino incurre en otras faltas graves, como invitaciones a que no cierre mi cuenta, sino que la "cierre de forma parcial o que solo limite depósitos", además, me ofrecen bonos, cashback y otros beneficios para que me quede. Todo esto, posterior a haber realizado a lo menos 5 solicitudes de cierre por adicción al juego y en la misma cadena de correos que tiene como asunto "Cierre de cuenta por adicción al juego"

5- En toda la evidencia, podrán validar que el equipo JUGABET solo se limita a ignorar la solicitud a pesar de reconocerlo, ya que siempre empiezan con "lamentamos la situación" y terminan con una persuasión a un jugador vulnerable (ofreciendo promociones, bonos, beneficios, etc)

6- Al 05 de Junio 2026, ya insistiendo en más de 11 ocasiones que se cierre la cuenta por adicción al juego cabe mencionar lo siguiente:

6.1- Mi cuenta aún permanece vigente y activa al 05 de Junio 2026 (y me siguen llegando promociones)

6.2 - Desde el 27 de Mayo que he solicitado el contacto del área de compliance de JUGABET en a lo menos 4 o 5 ocasiones, en donde lo ignoran totalmente

6.3- El mismo día 27 de Mayo, envié un "formulario de queja" que se descarga desde la página de Jugabet, en donde nuevamente solicito el contacto del área de Compliance y nuevamente lo ignoran

7- Agravante insólito: El 01 de Junio 2026 a las 11:21 AM hora de Chile (GMT-4) me escribe de forma personalizada un "Gerente VIP", en donde se presenta y me ofrece bonos, regalos y cashback a cambio de que respondiera unas preguntas sobre mis intereses personales

7.1 - Le respondo que agradezco su contacto pero le comento que desde el 20 de Mayo 2026 estoy pidiendo el cierre de cuenta por adicción al juego y que exijo la restitución del daño financiero (monto depositado posterior a esa fecha). Además, también le solicito el contacto del área de compliance

7.2 - La respuesta es más grave aún, ya que no solo reconoce mi problema diciendo "lamento lo que estás pasando", sino que pasa a ofrecer más beneficios, bonos invitaciones, cashback, y adicionalmente, un regalo "físico" adicional. Tampoco me dio el contacto del área de compliance ni se refirió a ello

Equipo de casino guru:

Favor les solicito verificar todo este relato con la evidencia enviada a sus correos, cuya evidencia también está en poder de JUGABET, tanto porque yo se las envié internamente y porque es información de la misma plataforma y de los correos "@jugabet".

Una vez lo puedan verificar, favor les pido dejar público este relato ya que he revisado otras quejas y en general JUGABET no responde los casos ni da soluciones, y además, es una de las faltas más graves que he visto en casos de autoexclusión y juego responsable.

Me he estado asesorando con abogados de Curazao, y si bien es posible demandar, creo en la buena fe del casino o bien de sus operadores. En este contexto, he realizado averiguaciones para asegurar algún tipo de respuesta por parte de JUGABET y/o algún representante:

1- JUGABET es muy reconocida en Chile y es auspiciador oficial de equipos de Futbol de primera división como Universidad de Chile (Azul Azul S.A) y Colo Colo (Blanco y Negro S.A). Junto con otros equipos de segunda división, la rama femenina y también de la liga nacional de Basquetbol (LNB)

1.1 - Los contratos de estos auspicios son realizados a través del grupo GROWE (https://growe.partners/) los cuales son dueños de la marca JUGABET y otras casas de apuestas

1.2 - Los contratos con los agentes VIP y áreas de marketing también son contratados por GROWE

2- JUGABET Chile está registrado e intermediado a través de la empresa CASTIANES S.V para gestionar los depósitos, cobros y el soporte al usuario

2.1 - CASTIANES S.V tiene su domicilio en Curazao y está bajo la licencia Curaçao Gaming Authority (CGA) - https://www.cga.cw/

Un abrazo y muchas gracias!

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 JJDS,

I have repeatedly tried to contact the JugaBet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 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.

Unfortunately, since the JugaBet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor