The player from Chile reported that Juegalo.com was holding her balance of CLP $362,884 without clear justification after her account had been reviewed for violating Terms and Conditions. Although her account had been reactivated, no detailed explanation for the withholding of her funds had been provided, and she sought either clarification of the alleged violation or a full refund. The issue remained unresolved as the player did not respond to our inquiries for further information, leading to the rejection of the complaint.
Juegalo Casino - Player’s funds are being withheld.
Amount: $1,000,000 CLP
Juegalo Casino
Safety Index:HighSafety Index
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8.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Hello, I would like to file a complaint against Juegalo.com for holding my balance without clear justification.
After playing and following all the rules, I requested to withdraw my funds, but my request was denied. I was informed that my account was under review for violating the Terms and Conditions, but I was never told which terms I violated or how I did so.
After a considerable amount of time waiting and several emails requesting explanations, I was finally informed that my account was reactivated and that I could use it again. However, my money is still being held, and no additional explanation has been given to me about the reasons for the withholding.
My current balance is CLP $362,884, but a significant part of my funds was held without any clear or justifiable reason. I request a specific explanation of the alleged violation or, otherwise, a full refund of my money.
I appreciate your intervention to resolve this situation.
Automatic translation:
Public
Public
1 month ago
Hello titomarambio17,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Juegalo Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Since when is the withdrawal pending?
- Did you accumulate your winnings with real money or did you use a bonus and did you play casino games or sports betting?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
