The player from Peru reported that after validating her account and making a deposit of S/. 1600, all winnings were confiscated without explanation following a requested additional verification. The casino only returned the initial deposit and provided vague responses, which led the player to demand her winnings back. The Complaints Team reviewed the situation but concluded that they could not evaluate the issue properly due to the casino's claims of potential fraudulent activity linked to sports betting. As a result, the complaint was rejected and the player was informed about further resources for sports-betting-related complaints.
JugaBet Casino - Player's winnings have been confiscated.
Amount: 3,334 S/.
JugaBet Casino
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7.5
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Translation
COMPLAINANT: CAROLINA PAZYPHAE CLEMENTE PALOMINO (ID: 71417261), PLAYER ID: 672887248, ASSOCIATED EMAIL: CAROL_PAZ_20@OUTLOOK.COM
CHRONOLOGY OF EVENTS:
· ACCOUNT CREATION ON THE WEBSITE https://jugabet.pe/es/ ON OCTOBER 3, 2024
· THE REQUIRED DOCUMENTS WERE UPLOADED (BOTH SIDES OF ID) FOR PROPER VALIDATION.
· FIRST DEPOSIT AND/OR RELOAD TO THE ACCOUNT IN THE AMOUNT OF S/. 1600 NEW SOLES, DEPOSIT MADE FROM INTERBANK BANK – HOLDER'S SAVINGS ACCOUNT WITH OPERATION CODE: 1280452.
· 5 PLAYS WERE MADE OVER THE FOLLOWING DAYS:
· ALL THESE WINNINGS WERE CREDITED NORMALLY TO THE USER'S ONLINE ACCOUNT WITHOUT ANY ISSUE.
· ON OCTOBER 10, EVEN THOUGH THE ACCOUNT WAS VALIDATED CORRECTLY, WE WERE INFORMED THAT THE COMPANY HAS THE RIGHT TO REQUEST AN ADDITIONAL VALIDATION TO VERIFY THE SOURCE OF FUNDS AND CLIENT OWNERSHIP.
· THEREFORE, THEY REQUESTED THE FOLLOWING REQUIREMENTS:
· WHICH I PROCEEDED TO SEND CORRECTLY VIA EMAIL FOR ADDITIONAL VALIDATION.
1. BOTH SIDES OF ID
2. SELFIE HOLDING A SHEET WITH THE DETAILS
3. DEPOSIT VOUCHER.
· ON OCTOBER 11, WE WERE SURPRISED TO FIND THAT WITHOUT ANY PRIOR COMMUNICATION OR NOTICE, THEY PROCEEDED TO REMOVE ALL THE WINNINGS AND ONLY RETURNED THE INITIAL DEPOSIT OF S/. 1600.00 NEW SOLES.
· THE ONLY RESPONSE GIVEN WAS THIS: SENDING THE RULES, WITHOUT PROVIDING A SPECIFIC ANSWER OR EXPLAINING WHY WE DIDN'T PASS THE SUPPOSED ADDITIONAL VERIFICATION. https://jugabet.pe/es/terms-and-conditions
WE COMPLETELY REJECT THESE ALLEGATIONS SINCE NONE OF THE TERMS STATED IN THEIR REGULATIONS WERE VIOLATED AT ANY TIME. THE DEPOSIT WAS MADE FROM THE ACCOUNT OF THE ACCOUNT HOLDER, AND THE BETS WERE PLACED NORMALLY IN DIFFERENT EUROPEAN MARKETS. EVERYTHING WAS DONE CORRECTLY. AND IF THE COMPANY REQUIRED FURTHER VERIFICATIONS, SO FAR WE HAVE NOT RECEIVED ANY SPECIFIC RESPONSE.
· WE DEMAND THAT THE COMPANY RETURNS THE WINNINGS AND ALLOWS US TO WITHDRAW THE MONEY TO THE ACCOUNT OF THE HOLDER.
Automatic translation:
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1 month ago
Dear msjosem365,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JugaBet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share the communication in which the additional verification was requested from you and the email in which you submitted these documents? My email is tomas@casino.guru
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,
Tomas
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1 month ago
Translation
Could you please tell me how long you were a player at the casino and when exactly your account was blocked?
ACCOUNT CREATION - OCTOBER 3, 2024
MY ACCOUNT WAS NOT BLOCKED - THEY JUST TOOK MY MONEY.
ON OCTOBER 11, 2024 - THE DEDUCTION CAME OUT - AND THEY TOOK AWAY ALL MY PROFITS OBTAINED UP TO THAT DAY.
How did you find out that your account was blocked?
MY ACCOUNT IS NOT BLOCKED - MY CLAIM IS BECAUSE MY EARNINGS WERE TAKEN FROM ME.
What games did you play to build up your current casino balance? (slots, live games, sports betting)
SPORTS BETTING.
I MADE 5 BETS IN TOTAL
MULTIPLE - BELGIUM STANDARD LIEGE - BET ON BAYER MUNICH AND 2 TURKISH CUP EVENTS.
DURING OCTOBER 6TH AND 10TH.
I WON IN 4 PLAYS, AND I ACCUMULATED MY WINNINGS THAT WERE TAKEN AWAY ON THE 11TH FOR NO REASON.
Did you reach your current balance with the help of a bonus?
DO NOT ACCEPT ANY BONUSES - NO ROLLOVER OR ANYTHING. JUST TO AVOID HAVING PROBLEMS.
DEPOSIT 1600 NEW SOLES.
AND THEY TOOK 3334.96 NEW SOLES FROM ME.
EVEN THOUGH MY ACCOUNT WAS VERIFIED - AND ADDITIONAL VERIFICATION
I AM ATTACHING A WRITING TO YOUR EMAIL PLEASE.
Could you please share with me the communication in which you were asked for additional verification and the email in which you sent these documents? My email is
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1 month ago
Thanks for your reply.
In its reply, the casino suggests your account will be permanently blocked after you withdraw your deposit.
If you exclusively placed bets on sports betting and your account is about to be blocked due to accusations of fraud, the casino probably detected activity that requires further investigation. There are many multiple-account and fraudulent strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
