JugaBet Casino - Player's account has been closed and funds confiscated.

I CREATED MY ACCOUNT AT JUGABET PERU A FEW MONTHS AGO, PLAYED, AND DEPOSITED WITHOUT ANY PROBLEM.

IN OCTOBER, THEY REQUESTED ADDITIONAL VERIFICATION.

THEY ASKED FOR A SELFIE WITH A WRITTEN NOTE AND A BANK STATEMENT.

I ATTACHED EVERYTHING, AND WITHIN HOURS, THEY INFORMED ME THAT MY ACCOUNT WAS VERIFIED AND THAT I COULD CONTINUE PLAYING WITHOUT ANY ISSUE.

AFTER THAT, I CONTINUED PLAYING AND BETTING WITHOUT ANY PROBLEM.

THIS LAST WEEK, I MADE SEVERAL DEPOSITS WITH SMALL AMOUNTS

200-250-300 SOLES. AND THEY NO LONGER ALLOWED ME TO PLAY.

I CONTACTED THEM VIA CHAT, AND THEY TOLD ME I NEEDED TO GO THROUGH ADDITIONAL VERIFICATION AGAIN WITH A SELFIE WITH A NOTE AND A BANK STATEMENT

SOMETHING COMPLETELY OUT OF PLACE, REQUESTING THIS EVERY MONTH.

I COMPLIED WITH THEIR REQUIREMENTS AND ATTACHED ALL REAL DOCUMENTS AND PHOTOS.

AND THEN THEY SENT ME AN EMAIL STATING THAT I FAILED THE VERIFICATION.

We regret to inform you that your account has not passed the verification process.

​

As a result, all your bets have been canceled, and your balance has been voided. This is mentioned in clause number 13.1 of our Terms and Conditions, as explained below:

Hello Luis,

We could not pass the verification because your account was involved in rigged games, so it doesn't matter if you previously passed the verification. Due to the suspicious activity of the account and the evidence provided to us, your account was blocked and you are restricted from playing on our platform.

Sincerely,

Jugabet Support.

SOMETHING COMPLETELY FALSE, AND WITHOUT PROOF, THEY TOOK MY MONEY. THEY ARE TAKING MY REAL DEPOSITED MONEY AWAY BECAUSE I DIDN'T EVEN BET MY LAST DEPOSITS.

I DEMAND IMMEDIATE PAYMENT OF MY MONEY.

THIS IS A TERRIBLE COMPANY; MANY USERS ARE ALREADY COMPLAINING ABOUT THIS COMPANY.

ATTACHING PROOF OF DEDUCTED MONEY.

ATTACHING PROOF EMAILS

ATTACHING GAME AND WITHDRAWAL HISTORY.

Dear fabrigoicochea2025,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that your latest deposits remained untouched in your casino account?
• Did you activate any bonuses on top of your deposit?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Could you clarify which games you focused on: slots, live casino, sports betting, etc.?

SPORTS BETTING AND LIVE CASINO ()

LIVE ROULETTE

Do I understand correctly that your last deposits remained intact in your casino account?

YES OF COURSE - MY LAST DEPOSITS - I DID NOT EVEN PLAY OR USE THEM.

AND FROM ONE MOMENT TO THE NEXT THEY WOULD NOT LET ME PLAY - AND I TALKED BY CHAT - AND AS HAPPENED TO ME IN THE MONTH OF OCTOBER - THEY ASKED ME FOR THE 2ND TIME - AGAIN TO PASS AN ADDITIONAL VERIFICATION. WHICH I COMPLIED WITH A SELFIE PHOTO + WRITTEN SHEET. BANK STATEMENT.

AND THEY INFORM ME OF THE FOLLOWING.

Have you activated any bonuses in addition to your deposit?

I DO NOT USE BONUSES OR ACTIVATE BONUSES.

IF IT WERE SO, THEY COULD INSTRUCT YOU TO COMPLY WITH ROLLOVER, ETC. BUT IN THIS CASE IT IS NOT SO.

IN THE LAST MAIL

THEY DO NOT GIVE ME COMPLETE INFORMATION EVEN SO

THEY JUST PREFER TO KEEP QUIET.

WITHOUT SAYING ANYTHING MORE.

Thank you very much, fabrigoicochea2025, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you fabrigoicochea2025 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 were the player's winnings confiscated and their account blocked.

Thank you!