JugaBet Casino - Il prelievo da parte del giocatore è soggetto alle condizioni del bonus.

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. 

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 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 [email protected], 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