JugaBet Casino - Pelaajan voitot on takavarikoitu.

It turns out that Jugabet refused to release the money I won, a total of 541,000 Chilean pesos. They asked me for KYC verification after I won 250,000 pesos on a slot machine. When I tried to withdraw the money, the KYC verification popped up, and I couldn't complete it because it kept getting rejected. They asked me again because I had already completed it when I first registered on the site and was fully verified. Since I had no way to withdraw the money, I kept playing and my balance dropped to 171,000 pesos. Tired of waiting, I bet all my funds on Morocco's U-20 team winning the World Cup, which they did, and I ended up winning 541,000 pesos.

I have all the Gmail chat evidence showing how support gave me the runaround. After the hold, they blocked my funds without giving me a specific reason. They just told me it was final. Blocking $541,000 pesos should at least give them some kind of explanation for what happened.

I deposited the money from my wallet to win; it was 10,000 pesos to start.

Resulta que en Jugabet no me quisieron pasar el dinero que gane, en total unos $541 mil pesos chilenos. Paso que me pidieron una verificación KYC al ganar $250 mil pesos en una tragamonedas, cosa que al querer retirarlos me salto la verificación KYC y no pude hacerla, ya que siempre me la devolvian. Esta solicitud me la hicieron otra vez porque yo ya había hecho una apenas me registre a la página y estaba completamente verificado. Al no tener como sacar el dinero, segui jugando y baje a $171 mil pesos, cosa que me canse de esperar y aposte todos los fondos a Marruecos sub 20 gana el mundial, cosa que paso y termine ganando $541 mil pesos. 

Tengo todas las pruebas de chats de gmail como el soporte me dio vueltas y vueltas, después de la retención me bloquearon los fondos y no me dieron un motivo en especifico. Solo me dijeron que era inapelable. Bloquear $541 mil pesos algun grado de poder saber que ocurrio minimamente deberia tener. 

El dinero lo ingrese yo desde mi billetera para ganar, fueron 10 mil pesos al inicio. 

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.

Dear Motita,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• What error messages or issues did you encounter when attempting to complete the KYC process?
• Have you ever made a withdrawal at this casino?

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

Petra

Dear Motita,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, what happened to me was that I completed my KYC verification, which was approved on the website, but when I won 541,000 pesos, or about $480 USD at the moment, they asked me for another KYC verification, which took days. I had already made multiple withdrawals, both winning and losing, and I never had any problems until this big win. I was wronged by the KYC verification process, which claimed my account was permanently canceled. After contacting support many times, they ended their emails by saying I had violated the terms, suggesting I could be a referee or player, or that I was a professional gambler.

They closed my account for irrefutable reasons. My account has KYC verified but is banned. I have proof of all the emails—about 51 emails I sent when they kept giving me the runaround with the ID photos and all the KYC requirements, even though my account was already verified. They only did this after I had a big win; they'd never withheld anything from me before!

I filed a report with their regulatory body in Curacao and they told me they haven't been their regulatory body since 2024, suggesting it could be a scam!

Hola, lo que me paso fue que yo realice mi verificación KYC, esta aprobada de hecho en ma pagina, pero a la hora de ganar la suma de $541 mil pesos o algo asi como 480 dolares actualmente, me pidieron otra verificación KYC en la cual se demoraron días. Yo ya había realizado múltiples retiros ganando sumas y teniendo perdidas, nunca tuve problemas hasta esta grande victoria que fui perjudicado por el KYC diciendo que mi cuenta fue cancelada permanentemente, después de recurrir al soporte muchas veces finalizaron el correo diciendo que yo había cometido faltas a los terminos diciendo que yo podia ser arbitro de partidos o jugador, o que yo era un apostador profesional.

Cerraron mi cuenta con motivos de inapelable. Mi cuenta se encuentra con el KYC verificado pero baneada, tengo pruebas de todos los correos, que son como 51 correos que mande cuando me dieron miles de vueltas con las fotos de carnet y todo el KYC, cuando mi cuenta ya estaba verificada. Lo hicieron solamente cuando tuve una gran victoria porque antes nunca me habian retenido nada!

Realice un reporte a su identidad reguladora de Curacao y me dijeron que no son su identidad reguladora desde 2024, diciendo que podria ser un fraude!

Dear Motita,

Thank you for your reply and for providing the previous details.

• Could you please provide more information regarding your initial KYC verification when you registered your account? Specifically, which documents did you submit at that time?
• Additionally, what further KYC documents were later requested by the casino?
• Has your payment method already been verified?
• Have you received any additional communication or explanation from Jugabet regarding the blocking of your funds? This may include screenshots, emails, or chat records. You can send all relevant documents directly to petra.h@casino.guru or post your screenshots in the thread.

Thank you again for your cooperation.

Dear Motita,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru