The player from Peru had submitted the requested documents for additional verification on 11-16-2024 but had not received a response, which prevented him from withdrawing his funds. Despite multiple emails, he only received messages instructing him to wait. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint.
JugaBet Casino PE - Player’s funds are delayed due to verification issue.
Amount: 500 S/.
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Gentlemen, since 11-16-2024 I was asked for documents for additional verification, I immediately sent it to the email ayuda@jugabet.pe the documents they requested from me.
To date they have not given me a solution, it does not allow me to withdraw my money
I sent several emails, the only thing they respond is that I have to wait, how much longer am I going to wait?
email adrianw*******@gmail.com
id: 388955***
Edited by a Casino Guru admin
Automatic translation:
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Public
1 month ago
Dear adrianwilly196,
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 are able to 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 advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have any of your identity documents been successfully verified?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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Public
1 month ago
Translation
Dear Veronica, I sent the documents I sent on November 16, 2024.
They are reverse and reverse DNI, selfie photo showing the DNI and paper, bank statement, bank statement, I sent them all in the required format
After that they replied that all the other documents had been verified and I had to send again only the selfie photo with the paper and account statement for the month of November 2024 and I sent it on November 18, 2024. So far I have no response.
Automatic translation:
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Public
3 weeks ago
Thank you for your reply. Please forward me all the emails you exchanged with customer support regarding your verification at veronika.l@casino.guru. Kindly include the photograph that keeps getting rejected as well. Thank you for your patience and cooperation.
