JugaBet Casino - Il ritiro del giocatore è stato posticipato.

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

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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 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 [email protected]

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 ([email protected]). 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.