JugaBet Casino - Player's account is restricted with delayed verification.

Hello. In November 2024 I realized that I could not place bets at this casino. Then on December 23 I realized that, in addition to not being able to place bets, I could not make withdrawals either. In the past, I had made withdrawals at this bookmaker without any problem.

I wrote to the people at jugabet in the site's chat, and they told me that my account had restrictions for violating the platform's rules (?) and that I had to send a selfie with a paper written with the current date and holding my ID to support@jugabet.cl.

On December 24 I sent them the selfie and they responded that they needed me to go through an additional verification of my account, requesting another selfie, photos of my ID and bank statement. On December 25 I sent them all the documents, and they acknowledged receipt without any problems, but they responded that they needed to carry out a video verification of my identity.

On 3 occasions I have indicated a day and time for them to carry out the video verification and they have not contacted me. The last thing they answered to my emails is that they will contact me, but they do not commit to any day and time to do this. In the meantime, time is running out, and I have no certainty as to when I will be able to make withdrawals from my account. In addition, they told me that my account will be closed in 30 days, if I do not complete my "additional verification process" by that date.

Unfortunately, I believe that this bookmaker is artificially prolonging my additional verification process to finally close my account and not allow me to make withdrawals of my money.

Lastly, I should mention that I do not have multiple accounts at this bookmaker, so I do not understand what "platform rule" I broke. The bookmaker did not clarify this point for me either.

Dear jp90,

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.

Did you play casino games or bet on sports?

Do you have any additional information or documentation regarding the specific platform rules you are alleged to have violated? Have they provided any details on this matter?

Have you made any successful withdrawals before? 

Did you accumulate your winnings with or without an active bonus?

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,

Dominika

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.

Hello Dominika, below are my answers to each of your questions.

Did you play casino games or bet on sports?

Answer: I bet on sports.

Do you have any additional information or documentation regarding the specific platform rules you are alleged to have violated? Have they provided any details on this matter?

Answer: They have not given me any details. On the one hand, when I spoke to jugabet via the customer service chat, the person who helped me told me that my account had been blocked for violating site rules, but that they did not have any more information, and that I should write to support @jugabet.cl for more information. When I wrote to support @jugabet.cl they told me that my account required an additional verification process, and that jugabet reserved the right to do this additional verification process when they deem it appropriate. However, from the email support @jugabet.cl they did not tell me if I violated any site rules, nor did they give me any further details.

Have you made any successful withdrawals before?

Answer: Yes, I have made 8 successful withdrawals before having the problem I mentioned. The withdrawals were made in the months of September 2024 and October 2024.

Did you accumulate your winnings with or without an active bonus?

Answer: All my winnings never had active bonuses associated with them.

Thank you very much for your time and I hope to hear from you soon.

Best regards.