The player from Peru has been waiting over a month for account verification after submitting the required documents. Despite multiple communications, the casino provides no maximum time frame for resolution, allowing the player to continue playing in the casino while restricting sports betting and withdrawals.
JugaBet Casino PE - Player faces delayed verification and restricted account access.
Amount: 1,188 S/.
JugaBet Casino PE
Safety Index:Above averageSafety Index
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6.9
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Case opened
Current status
Waiting for player to reply
6d 17h 48m 10s
Case summary
6 hours ago
Public
Public
1 week ago
Translation
It's been over a month since they asked me for verification, and it's been a month since I sent the documents. I've communicated with them several times over the past month, but they always tell me to wait longer and that they don't have a maximum time frame. This means they can keep me waiting indefinitely. What's strange is that I'm not allowed to bet on sports or make withdrawals, but I can still play in the casino, as if they want me to lose the money there.
Automatic translation:
Public
Public
6 days ago
Hello lu149e,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with JugaBet Casino PE. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
6 days ago
Translation
In principle my account had already been verified with the ID and it says that my account is already verified but they told me that this was an additional verification and this process began on November 4th sending everything they asked me for photos of the ID photo of my face with the ID and bank statements the last time I spoke with them was on December 10th about how the process was going and why the delay and what they always answer me is we have no news about your request and that they will contact me and that the process does not have a time limit
Automatic translation:
Public
Public
6 hours ago
Hello lu149e,
Would it be possible to forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru before we would try to contact them?
Looking forward to hearing from you.
Regards,
Nick
lu149e has 6d 17h 48m 10s to reply
