The player from Spain faced an account suspension at Jueggin after attempting a withdrawal of €170, which they had not recovered. Despite having submitted the required documents for verification over a month and a half ago and making multiple contact attempts, they received no updates or explanations regarding the suspension. The Complaints Team was unable to proceed with further investigation due to a lack of response from the player, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future should they choose to resume communication.
Juegging Casino - Player's account is closed with pending withdrawal.
Closed
Our verdict
Player stopped responding
Amount: €170
Juegging Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
Hello, I'm contacting you to request your help and advice regarding a problem I'm facing with my account at the Jueggin betting house. I've been a user of this platform for over a year and had never experienced any issues until approximately a month and a half ago, when my account was unexpectedly suspended. The suspension occurred after I made a withdrawal of €170, a balance I still haven't been able to recover. Since the suspension, I've attempted to contact Jueggin several times. The first time, they sent me an email requesting documents to verify my identity, which I sent immediately and in compliance with their requirements. However, to this day, more than a month and a half later, I have not received any response or information regarding the status of my account or the reasons for the suspension. I have contacted them by email and phone on multiple occasions, but have only received a response stating that there is "no update" regarding my case and that the relevant department will contact me. This situation is causing me great uncertainty, as I don't know what happened or when I'll be able to recover my money. Therefore, I request your help so you can intervene or advise me on the steps to take to resolve this situation. My main interest is to recover the 170 euros I have in my account, as well as the peace of mind that my rights as a user are being respected.
I appreciate your attention and support in this matter. I look forward to your guidance and any advice you may have.
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7 months ago
Dear Savagemusa,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Juegging Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino as evidence that you attempted to resolve the situation? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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7 months ago
Translation
Good thanks for the speed
Well, the first question I would say is that I have been gambling for over a year, so lately I have been betting more than before.
2 questions: When I made a withdrawal, they suspended my account and cancelled the withdrawal, asking me for documents to verify my identity. I sent them the same day.
3 place sports bets
4 I didn't achieve my balance with several bets I made
I will send you the emails received, thank you.
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Sensitive attachment
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7 months ago
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This was the first email I received
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I was trying to get them to answer me
After a few days I received this
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7 months ago
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They responded to me 3 days ago. I write to them practically every day and I've been doing this for two months and they only respond to me after 3 or 4 days with this email. 
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6 months ago
Thank you for your reply, Savagemusa. As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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6 months ago
Dear Savagemusa,
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.
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6 months ago
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,
Tomas
Casino.Guru
