JugaBet Casino - Акаунтът на играча е блокиран след опит за теглене.

The casino blocked my account when I tried to withdraw money. They had previously deposited and even made withdrawals for larger amounts, and there are records of them paying me, but now they are demanding documentation.

Why is it that when a player deposits they don't require verification, but when it's time to pay out they make such a fuss?

I demand payment of the money and then that my account be closed; I don't like dealing with scammers.

Casino me bloqueo la cuenta al momento de retirar el dinero, anteriormente ya me habia depositado retiros incluso por un monto mayor, hay precedentes de que me han pagado, pero ahora me exigen documentacion.

Porque cuando un jugador deposita ellos no exigen verificacion, pero cuando deben pagar hacen tanto problema?

Exijo el pago del dinero y que despues me cierren la cuenta, no me gusta tratar con estafadores.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and standard process designed to protect both players and casinos. Since online casinos cannot verify a player’s identity in person, they rely on documentation to confirm the identity of the account holder and ensure that the funds are being handled by the rightful owner. While the process can sometimes take several working days, it is an important part of maintaining account security and preventing misuse.

To better understand your situation and assess whether there has been any unreasonable delay, could you please provide the following information:

• Which documents have you already submitted to the casino, and when exactly did you submit the most recent one?
• Were you able to provide all the requested documents promptly and in the required format?
• Has the casino recently requested any additional documents? If so, which ones?
• Are any of your submitted documents currently still pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Dear osckar,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru