JugaBet Casino - Акаунтът на играча е ограничен със забавена проверка.

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 [email protected].

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.

Dear jp90, have you managed to undergo the video verification?

Have you been able to find out from the casino what specific rules you allegedly violated that led to the restrictions on your account? If so, could you please share that information?

Did you possibly violate any sports betting rules?

Dear Dominika, below my answers to your questions. I look forward to hearing from you later, thank you.

have you managed to undergo the video verification?

Answer: To this day, Jugabet customer service staff has not contacted me to do the video verification, despite having insisted on several occasions. On December 25, 2024, customer service staff told me that they needed to do a video verification, and they told me to give them a date and time to do it. On 3 occasions, I gave them a date and time to contact me, but on all 3 occasions, support staff left me hanging, and did not contact me. They also did not give me any explanation as to why they did not contact me, since they themselves asked me for a date and time to contact me.

After the above, on 2 occasions I wrote to support staff to find out when they would contact me to do the video verification, but they only responded that they would contact me to coordinate the video verification, which has not happened.

On the other hand, I find it very strange that jugabet does not have an option built into its site to do the video verification directly, as other sites do. The above makes me doubt this process even more, and I think they are just "buying time" to finally close my account and keep my money that is in my Jugabet account.

Have you been able to find out from the casino what specific rules you allegedly violated that led to the restrictions on your account? If so, could you please share that information?

Answer: When I contacted jugabet support staff via the site's chat, they told me that I could not make withdrawals or bet on sports on the site, because I had violated the site's rules of use. When I asked them what rules I had violated, support staff told me that they did not have that detail, and that I had to contact [email protected] to obtain that detail.

When I contacted [email protected], customer support staff only told me that I had to go through an additional identity verification process, and that jugabet reserved the right to do that. They did not confirm what the jugabet site's chat support staff told me, and they did not give me any kind of detail about what rules I had "supposedly" violated.

Did you possibly violate any sports betting rules?

Answer: I am 100% sure that I have not violated any rules of the jugabet site. I have been betting on sports on various sites for quite some time now, and in general, I have not had any major problems.

Dear jp90, do you have any updates regarding the verification?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Dear Dominika, I just sent you an email with two attached files that have screenshots of my communication with jugabet.cl. I sent this email from the email with which I am registered at casino.guru and it has the title "(Screenshots) JugaBet Casino - Player's account is restricted with delayed verification." I would appreciate it if you could confirm receipt of the information sent, thank you very much.

Responding to your question "do you have any updates regarding the verification", yesterday I wrote again to [email protected] indicating that I had been waiting to be contacted since December 25, 2024 and that I needed to be contacted as soon as possible, in order to unblock my account and make withdrawals.

A few hours later they responded, indicating that they were sorry about the situation and that I should give them a day and time to contact me so that they could verify my identity via video call. I replied that I could do that today, Tuesday, January 15, 2025 at 2:30 p.m., and I gave them (again) my cell phone number so they could call me.

Finally, last night I received an email from support@jugabet stating "We don't have a way to call your number, we're sorry." which I find to be a downright shameful response. How can I verify my account if they can call my number?

Thank you very much, jp90, for providing the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) 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, jp90,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear JugaBet Casino team,

Could you please explain the player's situation in more detail and help us resolve it?

Currently, after going through the communication between the player and the casino customer support, it looks like the delay in the user's KYC is caused mainly by the casino and processes on the casino's side, which was not able to contact the player and initiate the video verification, later dragging out the process and simply informed the player that it was impossible for them to make a call (while it was the casino who requested it).

Since the casino needs to perform an additional video verification and should be able to do it, can you please provide the complainant with clear instructions on what needs to be done on his side so he can proceed with the KYC/verification and withdraw his disputed winnings? I am sure the casino can find an appropriate alternative method to make the requested verification video call.

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

Dear jp90,

I was in contact with the casino outside the thread, and I received the following information:

"Hello

Thank you very much for contacting Jugabet!

we would like to hear from the client who has the complaint and we will see how we can resolve the issue, kindly ask the client to contact us on our live chat or this email address with the complaint so we can resolve the issue.

Remember that you can always count on us if you have any further questions or concerns.

Best regards,

Jugabet Support Team"

I asked the casino about some details, and I am waiting for their response via email.

I know you already did that, several times, but can you please contact the casino via Live Chat or email again, and inform us about any progress? Since the email above came from the casino's CS email, it means they are aware of this complaint on casino.guru, which could maybe help you. You can maybe mention this complaint during the communication with the casino.

Also, if I receive any relevant information from the casino, I will inform you about it here.

Thank you for your patience and understanding. Looking forward to hearing good news from you.

Dear jp90,

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, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, we will need the requested update and possibly relevant supporting evidence.

Best regards,

Branislav, Casino.Guru