JugaBet Casino - La richiesta di chiusura dell'account del giocatore viene ignorata.

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 ' [email protected] '

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 '[email protected]'

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

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 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