JugaBet Casino - Player’s account has been closed and winnings confiscated.

I made deposits of various amounts as required to receive the welcome free spins bonus. The first deposit went through without any issues, but after making additional deposits, I attempted to withdraw my winnings and was subjected to a second verification process. I submitted the requested documents about four times, and today I found that my account was closed and my winnings were taken. They did not allow me to withdraw my winnings, did not let me use my bonuses, and the account was closed.

Dear Kamily,

Thank you very much for submitting your complaint, and I sincerely apologize for the difficulties you're experiencing with JugaBet Casino. Before we proceed further, I would appreciate it if you could kindly provide some additional information to help us better understand your situation.

• Could you please clarify when exactly the verification process began?
• Additionally, could you let us know which documents have already been approved and which are still pending?
• Lastly, how has the casino explained the reason for your account being blocked?

I look forward to your response and thank you for your cooperation.

Best regards,

Nick

I created the account on September 4th, making a deposit of 10,000 to receive a welcome bonus that they offered, after that the same day I was able to make a withdrawal of 98,000 which was deposited into my account without any problem I can see that the verification had passed. After that I make more deposits to be able to receive the bonuses that they offered for the next 5 deposits. Reaching a sum of 160,000 I could not withdraw 50,000 which seemed strange to me since I had already withdrawn a larger sum and there was no problem, they told me that the account had to go through a second verification which I send to the email address the requested documents, there was no response since they told me that I had to wait 24 hours for it to be done. I contacted them again asking me on 4 occasions for the documents

I sent them and yesterday they told me that the account was closed because the verification process had not been completed. That the balance had been deducted and that the account had been closed. Just yesterday, September 17, they gave me that answer, removing my balance.

Dear Kamily,

Could you please forward all communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review? Additionally, are they still requesting documents from you, or have they made a final decision?

I look forward to your response.

Best regards,

Nick

Dear kamyly,

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.

I have sent the requested information to the email provided. Please review.

Dear Kamyly,

Thank you for providing the emails. As the casino has not specified the exact term you breached from the list they provided, we will need further clarification on this matter. I will now forward your complaint to my colleague Peter (peter.c@casino.guru), who will be assisting you moving forward.

Wishing you the best of luck in resolving the issue.

Kind regards,

Nick

Hello there,

Thank you kamyly for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask JugaBet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Thank you, I await your response ☺️

Dear kamyly, I am in contact with a casino representative and was told they're unable to find you with the provided player ID instead, it should be a set of figures. Would it be possible to check if you can find these figures in an email from the casino or maybe request it from the casino live chat support? Thank you in advance for your cooperation!

Dear kamyly, the casino has provided me with evidence of bonus abuse where it is clear you are either a part of a group or you have created multiple accounts with explicit functions to take bonuses. Casinos have a lot of ways to check for this and some even employ third parties to check for this activity so I strongly advise against such behaviour in the future to prevent situations like these. Unfortunately, with that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter