Juegalo Casino - Средствата на играча се задържат.

Hello, I would like to file a complaint against Juegalo.com for holding my balance without clear justification.

After playing and following all the rules, I requested to withdraw my funds, but my request was denied. I was informed that my account was under review for violating the Terms and Conditions, but I was never told which terms I violated or how I did so.

After a considerable amount of time waiting and several emails requesting explanations, I was finally informed that my account was reactivated and that I could use it again. However, my money is still being held, and no additional explanation has been given to me about the reasons for the withholding.

My current balance is CLP $362,884, but a significant part of my funds was held without any clear or justifiable reason. I request a specific explanation of the alleged violation or, otherwise, a full refund of my money.

I appreciate your intervention to resolve this situation.

Hola, quiero presentar una queja contra Juegalo.com por la retención de mi saldo sin justificación clara.

Después de jugar cumpliendo todas las reglas, solicité retirar mis fondos, pero mi solicitud fue rechazada. Me informaron que mi cuenta estaba en revisión por haber infringido los Términos y Condiciones, pero nunca se me especificó qué términos violé ni cómo lo hice.

Tras un tiempo considerable de espera y varios correos pidiendo explicaciones, finalmente me informaron que mi cuenta estaba reactivada y que podía volver a usarla. Sin embargo, mi dinero sigue retenido y no se me ha dado ninguna explicación adicional sobre los motivos de la retención.

Mi saldo actual es de CLP $362.884, pero una parte importante de mis fondos fue retenida sin ninguna razón clara o justificable. Pido que se me explique de forma específica cuál fue la supuesta infracción o, de lo contrario, se proceda con la devolución completa de mi dinero.

Agradezco su intervención para resolver esta situación.

Hello titomarambio17,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Juegalo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Since when is the withdrawal pending?
• Did you accumulate your winnings with real money or did you use a bonus and did you play casino games or sports betting?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear titomarambio17,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.