JugaBet Casino - Pelaajan kotiutus on estetty.

Good afternoon.

I am opening this formal complaint against JugaBet (Chile) due to the completely unjustified blocking of my balance of $50,565.16.

My account was restricted on June 11, 2026. Following the established protocol, I immediately submitted all the requested verification documents, including my national identity card, selfies, and my complete bank statements for May and June. Support agents explicitly assured me that the manual review process would take a maximum of 7 business days, with a deadline of June 23, 2026.

This deadline expired weeks ago. Today is Tuesday, July 7, 2026, and when I log into my account, I still see the same error message: "Sorry, your account does not allow you to create a withdrawal request...", preventing me from withdrawing my legitimate earnings.

Throughout this month, I have repeatedly tried to contact support, receiving only generic and automated responses from agents (such as "Andrés" and "Angee") with the sole purpose of delaying the process. Due to the complete lack of transparency and the platform's refusal to provide alternative dispute resolution (ADR) options, I have already filed a formal supervisory complaint with the Curaçao Gaming Authority (CGA).

I have acted in good faith at all times and have complied with every requirement. JugaBet is withholding my funds without any legal or technical justification. I request the urgent intervention and mediation of Casino Guru to audit my case and demand the immediate release of my money from the operator.

User ID:[redacted]

Buenas tardes.

Abro esta queja formal contra JugaBet (Chile) debido al bloqueo completamente injustificado de mi saldo de $50,565.16.

​Mi cuenta fue restringida el pasado 11 de junio de 2026. Siguiendo de inmediato el protocolo indicado, envié todos los documentos de verificación solicitados, incluyendo mi cédula de identidad, selfies y mis cartolas bancarias completas de los meses de mayo y junio. Los agentes de soporte me aseguraron explícitamente que el proceso de revisión manual tomaría un plazo máximo de 7 días hábiles, estableciendo como fecha límite el 23 de junio de 2026.

​Este plazo venció hace semanas. Hoy es martes 7 de julio de 2026 y al ingresar a mi cuenta sigo visualizando el mismo mensaje de error: "Lo sentimos, tu cuenta no te permite crear una solicitud de retirada...", impidiéndome retirar mis ganancias legítimas.

​A lo largo de este mes, he intentado contactar al soporte de forma reiterada, recibiendo únicamente respuestas genéricas y automatizadas por parte de agentes (como "Andrés" y "Angee") con el único fin de dilatar el proceso. Debido a la nula transparencia y a la negativa de la plataforma de otorgar vías de resolución alternativa de disputas (RAD), ya he escalado una denuncia formal de supervisión ante la Autoridad de Juegos de Curazao (CGA).

​He actuado en todo momento de buena fe y he cumplido con cada requerimiento. JugaBet está reteniendo mis fondos sin ninguna justificación legal ni técnica. Solicito la intervención urgente y mediación de Casino Guru para auditar mi caso y exigir al operador la liberación inmediata de mi dinero.

​ID de usuario:[redacted]

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Dear Dani9,

Thank you very much for submitting your complaint. I’m sorry to hear about your restricted withdrawals due to ongoing KYC (Know Your Customer) verification.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know when exactly you sent the last of your verification documents/files?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you very much for taking my case. I fully understand the importance of the KYC process, but in this case, the operator has unjustifiably exceeded any acceptable time limit. I will answer your questions below:

When exactly did you send the last of your documents?

I sent the last document (my requested bank statements) on June 11th and 12th, 2026, the same day they blocked my account. I've already sent all the documents, the statements with the requested information. And Jugabet just keeps telling me to be understanding and patient. I've already been waiting for a month.

Have you provided all the required documents as soon as possible and in the correct format?

Yes, I submitted absolutely everything in the requested format (PDF and clear screenshots) on June 11th. Support confirmed receipt and stated that the review would take a maximum of 7 business days, with a deadline of June 23, 2026. Almost a month has passed since I submitted it, and two weeks since the deadline. And at the beginning of July, they asked me for the same documents again, which I sent immediately.

Have you accumulated your earnings with or without an active bonus?

The winnings were accumulated without any active bonus, using only my deposited real balance.

Could you post a screenshot of your verification page?

Attached to this response is a screenshot of my current status on the platform, where you can see that the withdrawal functions are still completely disabled without giving me any options or visible pending status.

I await your valuable intervention so that JugaBet responds publicly regarding my funds.

Sincerely,

Dani9

Estimada Jean,

​Muchas gracias por tomar mi caso. Entiendo perfectamente la importancia del proceso KYC, pero en este caso el operador ha superado cualquier límite de tiempo aceptable de forma injustificada. Respondo a sus preguntas a continuación:

​¿Cuándo envió exactamente el último de sus documentos?

Envié el último documento (mis cartolas bancarias solicitadas) el pasado 11 y 12 de junio de 2026, el mismo día que bloquearon mi cuenta. Ya mandé todos los documentos, las cartolas con datos solicitados. Y Jugabet solo me responde que tenga comprensión y paciencia. Ya la he tenido 1 mes.

​¿Ha facilitado todos los documentos requeridos lo antes posible y en el formato correcto?

Sí, entregué absolutamente todo en el formato solicitado (PDF y capturas claras) el mismo 11 de junio. El soporte me confirmó la recepción y me indicó textualmente que la revisión tomaría un máximo de 7 días hábiles, fijando el límite para el 23 de junio de 2026. Ha pasado casi un mes desde el envío y dos semanas desde el vencimiento de su propio plazo. Y a comienzos de Julio me volvieron a pedir los mismos documentos, los cuales fueron enviados de inmediato.

​¿Has acumulado tus ganancias con o sin un bono activo?

Las ganancias fueron acumuladas sin ningún bono activo, utilizando únicamente mi saldo real depositado.

​¿Podrías publicar una captura de pantalla de tu página de verificación?

Adjunto a esta respuesta la captura de pantalla de mi estado actual en la plataforma, donde se aprecia que las funciones de retiro siguen completamente deshabilitadas sin darme ninguna opción o estado pendiente visible.

​Quedo atento a su valiosa intervención para que JugaBet responda de forma pública por mis fondos.

​Atentamente,

Dani9

Dear Jean,

I'm updating my case with terrible news that demonstrates this operator's bad faith. After opening this complaint, I just received an email from JugaBet informing me that they have decided to confiscate my balance ("balance adjustment") and permanently block my account unilaterally, hiding behind generic fraud clauses and terms and conditions, without giving me absolutely any proof or real justification of which rule I supposedly violated.

As I mentioned before, I only deposited my own real money (40,000 CLP) and made a legitimate profit of 10,000 CLP by playing completely transparently. I don't have multiple accounts, I haven't used any software, and I haven't manipulated any markets.

I have attached screenshots of the email I received. I formally request that JugaBet be required to present the corresponding evidence for their accusations to this forum, as they are using false accusations as an excuse to illegally confiscate my deposited capital.

Furthermore, I have attached a recent screenshot of my account within your platform, where it can be explicitly seen that you have performed the 'reset' leaving my balance completely at $0.00, arbitrarily confiscating both my legitimate earnings and my initial deposit."

Please, I need your help.

Thank you so much.

Kind regards.

Estimada Jean,

​Actualizo mi caso con una pésima noticia que demuestra la mala fe de este operador. Tras la apertura de esta queja, acabo de recibir un correo por parte de JugaBet donde me informan que han decidido confiscar mi saldo ("reajuste de saldo") y bloquear permanentemente mi cuenta de forma unilateral, escudándose en cláusulas genéricas de fraude y términos y condiciones, sin darme absolutamente ninguna prueba ni justificación real de qué norma supuestamente infringí.

​Como le mencioné antes, yo solo deposité mi propio dinero real (40,000 CLP) y obtuve una ganancia legítima de 10,000 CLP jugando de forma completamente transparente. No poseo múltiples cuentas, no he usado software ni he manipulado ningún mercado.

​Adjunto las capturas de pantalla del correo recibido. Solicito formalmente que se le exija a JugaBet presentar ante este foro las pruebas correspondientes de sus acusaciones, ya que están utilizando acusaciones falsas como excusa para confiscar de manera ilícita mi capital depositado.

Además, adjunto una captura de pantalla reciente de mi cuenta dentro de su plataforma, donde se puede observar de forma explícita que han ejecutado el 'reajuste' dejando mi saldo completamente en 0.00 $, confiscando de manera arbitraria tanto mis ganancias legítimas como mi propio depósito inicial."

Por favor necesito su ayuda.

Muchas gracias.

Saludos cordiales.

Thank you for providing more information. To review further, please answer the following questions.

• Could you please advise how long you were a player at the casino?
• What is the exact date when the casino sent you the email about permanently blocking your account and confiscating your casino balance?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you forward the email sent by the casino regarding the accusations made against you and other relevant correspondence with the casino? Send emails to jean.s@casino.guru

Thank you for your assistance.

Good morning dear Jean, I hope you are doing well.

Answering your questions:

-I was a Jugabet player from September 2025 to June 2026, when they blocked my withdrawals.

-Jugabet sent me the email about the account blocking and "balance adjustment" last Friday, July 10, 2026.

-I only played sports betting.

-I will forward the email that Jugabet sent me to the address jean.s@casino.guru .

Thank you very much in advance.

Kind regards.

Buenos dias estimada Jean, espero que se encuentre muy bien.

Respondiendo a sus preguntas:

-Fui jugador de Jugabet desde septiembre del 2025 a junio de 2026, cuando me bloquearon los retiros.

-Jugabet me envió el correo de bloqueo de cuenta y "reajuste de mi saldo" el pasado viernes 10 de julio de 2026.

-Solo jugué en apuestas deportivas.

-Le reenviaré el correo que me enviaron desde Jugabet a la dirección jean.s@casino.guru.

Muchas gracias de antemano.

Saludos cordiales.

Thank you for your reply, Dani9.

If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly.

I understand how frustrating this must be. And I apologize that we cannot resolve this for you.

After reviewing the available information, we must close this complaint.

Please don’t hesitate to contact us in the future if you encounter issues with casino gaming, and we will do our best to assist.

Best regards,

Jean