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Hello,

Thank you very much for submitting your complaint. I am sorry to hear about your issues at JugaBet Casino.

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your need.

Could you kindly confirm whether you currently have access to your account? If not, may I ask if there was any outstanding balance in your account prior to losing access?

I look forward to your reply.

Best regards,

Attila

Dear Attila,

Thank you so much for your response and review. The problem isn't solely related to the license. They requested additional verification after I submitted a withdrawal request. During that process, they asked me to verify a transfer of 200,000 CLP. That transaction was made on a Friday afternoon, so the accounting date for the bank was Monday, which is the date shown on the bank statement I sent them. Despite explaining this and attaching documentation such as the transfer receipt showing both dates and the transaction number so they could verify it against the statement, they kept saying they needed a bank statement (not a receipt) showing that amount on that date. That document doesn't exist, and the bank confirmed it. That was the main problem. Then the license issue arose, and the fact that in their complaints process they mention the option to use ADR (Dispute Resolution) but never specify the service provider they have a contract with. I asked them about it, and they didn't respond. I have sent emails to all CGA-approved ADR providers and none have confirmed that they have a contract with Jugabet (or Castianes).

Greetings,

[Redacted]

Estimada Attila,

Muchas gracias por tu respuesta y revisión. El problema no es únicamente de licencia. Me pidieron verificación adicional luego de una solicitud del retiro de fondos. En ese proceso, me pidieron verificar una transferencia de 200 mil CLP. Esa transacción fue hecha un viernes por la tarde, por lo tanto la fecha contable para el banco era el lunes y ese es la fecha de parecía en la cartola que le mande. A pesar de explicar eso, y además adjuntar documentación como el comprobante de transferencia donde salen las 2 fechas y además sale el numero de transacción para que lo puedan corroborar contra la cartola, ellos siguieron diciendo que necesitan una cartola(no comprobante) donde sale ese monto con esa fecha. Ese documento no existe, y me confirmo el banco que no existe. Eso era el problema principal. Luego pareció el tema de la licencia, y el hecho de que en su proceso de quejas dicen que un tiene el opción de hacer el proceso de ADR(resolución de disputas) pero nunca menciona el proveedor de ese servicio con quien tienen contrato. Le pregunte sobre eso y no me contestaron. He mandado correos a todo los proveedores de ADR aprobados por CGA y ninguno me confirmo que tienen contrato con jugabet(o castianes).

Saludos,

[Redacted]

Thank you for your response. Could you please provide clarification on why you are unable to supply the bank statement requested by the casino? Additionally, could you please confirm whether you currently have access to your account? If you do not have access, could you please confirm if there was any outstanding balance in your account prior to losing access?

I look forward to your reply.

Dear Attila,

The problem is already resolved. To answer your question, they were requesting proof of a transfer made on a Friday. Because it was Friday afternoon, the bank processed the transfer with an accounting date of Monday, and that was the date shown on the statement. What the betting site requested was a statement showing the exact date, which doesn't exist because, according to Chilean banking law, transfers made on Friday afternoon after 2 PM have an accounting date of the following Monday, as the bank told me. I also sent them a transfer receipt showing both dates, but they rejected it, saying they needed bank statements.

Anyway, they unblocked my account and I was able to withdraw my money. They also updated their Terms and Conditions to clarify who their dispute resolution service provider is.

Greetings

Estimada Atila,

El problema ya esta resuelto. Para contestar tu pregunta, estaban pidiendo comprobante de una transferencia hecho un día viernes. Por ser viernes por la tarde, el banco proceso le transferencia con fecha contable del lunes y eso era la fecha que aparecía en la cartola. Lo que pidió la casa de apuestas es una cartola que muestre la fecha exacta, lo cual no existe porque según ley bancaria chilena, las transferencias hechas el viernes después de las 14 horas en la tarde tienen la fecha contable del próximo lunes, según lo que me dijo el banco. Igual le mande un comprobante de transferencias mostrando ambas fechas pero lo rechazaron, diciendo que necesitan cartolas.

De todas maneras, desbloquearon mi cuenta y pude retirar mi dinero. Además, actualizaron sus T&C para aclarar quien es su proveedor de servicios de resolución de disputas.

Saludos

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gamblerbaba,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila