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I made a bet of 50,000 thousand pesos in the council of fortune and the money was deducted from my balance then when I was going to make the play the system threw an error and it closed 2 months ago that happened then on Wednesday I entered the game and it opened which was activated in the part where it closed and threw me the play where I got a win in favor of 1,950,000 of profit which the casino did not charge to my account and I have made the claim several times and the answer they give me is that they have no response and that they are going to pass it on to the department in charge and that I should wait more than 48 hours which have passed and no response and I claimed again and they say the same people do not want to give me the profit that I obtained from the bet

hice una apuesta de 50.000 mil pesos en el consejo de la fortuna y el dinero me lo descontó de mi saldo luego cuando iba a realizar la jugada el sistema arrojo error lo y se cerró desde hace 2 meses paso eso luego el día miércoles ingrese al juego y me abrió lo cual se activo en la parte donde se cerro y me arrojo las jugada donde obtuve un win a favor de 1.950.000 de ganancia lo cual el casino no me lo cargo a mi cuenta y he echo el reclamo varias veces y la respuesta que me dan es que no tienen respuesta y que lo van a pasar al departamento encargado y que debo esperar más de 48 horas lo cual han pasado y nada de respues y volví a reclamar y dicen los mismos no me quieren dar las ganancia que obtuve por la apuesta

Dear Yesiksa2707,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we proceed with further investigation, could you please post the casino's website link here in this thread so we can add it to our database? This step is necessary, otherwise we won't be able to get in touch with the casino if necessary.

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I already received a response from the juegabet casino which tells me that my credit was given at the time of the bet and esp it is not like that because as I told them to place the bet but the machine presented an error and did not allow the fortune rabbit plays where at the time of the win it gives 8 spins in a row and at the end of those spins is where the winnings are added and that happened in my case that I won them and did not add it to my account now they come out denying the result that was added to my account starting the game for god .. apart I look for the history where all the plays made appear and they are white the bets do not appear so that casino are thieves who want to keep one's winnings and they say that it was already paid where they know that the sum is made at the end of the play and not starting as they say

ya obtuve respuesta del casino juegabet lo cual me dice que mi fue acreditA al momento de.la apuesta y esp no es así porq como le dije a ellos que realice la apuesta pero la maquina presentó error y no dejó hacer las jugadas del conejo de la fortuna donde al momento del win da 8 tiradas seguidas y al finalizar esa tiradas es donde se suman las ganancia de win ganado y eso que le paso en mi caso que los gane y no lo sumo a mi cuenta ahora salen negando el resultado que fue agregado a mi cuenta empezando el juego por dios.. a parte busco el historial donde de salir todas las jugadas realizadas y están el blanco no aparece las apuesta entonces ese casino son unos ladrones que se quieren quedar con la ganancias de uno y salen que ya fue pagado donde ellos saben que la suma se hace al finalizar la jugada y mo empezando como dicen

That was the answer I got from the casino juega bet.

I hope you're doing well. Once again, Sabrina from Jugabet's VIP Customer Service department.

​

Thank you for your patience and for following up on this issue. We checked the system again and confirmed that on February 14th, at around 10:51 AM, you received two payments totaling 1,950,000 CLP. According to the responsible department, the game error occurred after your win, so no adjustments are necessary. We appreciate your understanding.

All the information they are saying is wrong because I played it at dawn, besides the fact that it is a game, the deposits are made after the 8th spin that the game gives, it is that in win, apart from that, nothing appears in the history, I asked them to pass me the history where the information appears according to them and it says that it does not have any information and that the provider only allows a history of 30 days, that is, they came out with the fact that the money was charged before the error and that did not happen because I made the bet of 50,000 and when I pressed to make the play the system crashed and they come out with that, they do not want to recognize the money, I send a photo of the history of the date that they say the winnings were charged to me where it was not like that

https://jugabet.cl/es/casino/lobby

Esa fue la repuesta que obtuve del casino juega bet .

Espero que te encuentres muy bien. Te saluda nuevamente Sabrina, del departamento de Servicio al Cliente VIP de Jugabet.

​

Gracias por tu paciencia y por darle seguimiento a este tema. Revisamos nuevamente en el sistema y confirmamos que el 14 de febrero, alrededor de las 10:51 hs, recibiste dos pagos que suman 1.950.000 CLP. Según el área encargada, el error en el juego ocurrió después de tu ganancia, por lo que no corresponde realizar ajustes. Agradecemos tu comprensión.

Toda esa información que ello están diciendo hay es errónea porq la jugaba la hice en la madrugada a parte que es juego los abonos lo hacen después de la 8 tirada que da el juego es que en win a parte en el historial no aparece nada, les pedí que me pasara el historial donde sale según ellos la información y dice que no tiene nada de información y que el provedor solo permite historial de 30 días, es decir que salieron con que la plata fue cargada antes del error y eso no paso porq la apuesta la hice de 50.000 y cuando pulse para hacer la jugada se pego el sistema y ellos salen con eso no me quieren reconocer el dinero envío foto del historial del la fecha que ellos dicen que se me cargo la ganancia donde no fue asi

https://jugabet.cl/es/casino/lobby

Thank you very much for your reply, Yesiksa2707. Could you please advise if you saved a screenshot of your gaming history after this incident happened? Was this bets and its result recorded there?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Good evening, I am sending a screenshot from the moment the machine threw the error until the history of the date that the Juegabet casino says I placed the bet, and no information appears on that date.

Buenas noche, envío capture dese el momento que la maquina arrojo el error hasta el historial de la fecha que dice el casino juegabet que realice la apuesta y no aparece ninguna información en esa fecha



That was the answer that the juegabet casino told me via chat.

Esa fue la respuesta que me dijo el casino juegabet por el chat

Good afternoon, today I received a response from the Juegabet casino. The information provided doesn't include the date or time of the bet and doesn't match the information shown in my history. I'm attaching the information received.

Good afternoon, Yessica

I hope you're doing well. This is Evelin from the JugaBet VIP area.

Thank you so much for following up on your request regarding the game history. I understand how important this is to you, and we apologize for the time it took to provide you with this information.

I confirm that after direct communication with the game provider, we have managed to obtain the game history. Detailed information is attached in the images (PDF file attached).

In the interest of providing you with the correct information, we note that you initially received the winnings, after which the game got stuck, however, it did not affect your winnings, the winnings were credited to your balance in full and the game got stuck after you received the winnings.

Likewise, the system logs show that the winning amount of CLP 1,950,000 was successfully added to your account and automatically added to your overall balance, as follows:

February 14, 650,000 CLP

February 14, 1,300,000 CLP

​

We hope this information is useful to you, and we're here to help if you have any questions or concerns.

Have a nice day, thank you for trusting Jugabet!

Sincerely,

Evelin

VIP Customer Service

@VIP_AM_CH_bot

Jugabet

Yessica 917394578.pdf

Buenas tardes, hoy recibí respuesta del casino juegabet el cual la información suministrada no tiene fecha ni la hora de apuesta y no cuadra con la información que me aparece en mi historial. Adjunto información recibida

Buenas tardes, Yessica

Espero que te encuentres muy bien. Te saluda Evelin, del área VIP de JugaBet.

Muchas gracias por darle seguimiento a tu solicitud, acerca del historial del juego, entiendo lo importante que es para ti, y lamentamos el tiempo que nos tomó en brindarte información.

Te confirmo que tras una comunicación directa con el proveedor del juego, hemos logrado obtener el historial del juego, adjunto en las imágenes encontraras la información detallada (archivo PDF adjunto).

En ánimos de brindarte la información correcta, observamos que obtuviste las ganancias inicialmente, después de lo cual el juego se atascó, sin embargo, no afectó tus ganancias, las ganancias se acreditaron en tu saldo en su totalidad y el juego se atascó después de que recibiste las ganancias.

Igualmente, los registros del sistema, nos muestran que el monto de ganancias por 1.950.000 CLP se agregaron correctamente a tu cuenta y se agregaron de manera automática a tu saldo general, de la siguiente manera:

14 de febrero 650.000 CLP

14 de febrero 1.300.000 CLP

​

Esperamos que esta información sea de tu utilidad, y aquí estamos para ayudarte si tienes alguna duda o situación.

Que tengas buen día, ¡gracias por confiar en Jugabet!

Atentamente,

Evelin

Servicio al Cliente VIP

vip@jugabet.cl

@VIP_AM_CH_bot

Jugabet

Yessica 917394578.pdf

Can you please forward me the game history you received from the casino?

Based on the casino message, it seems that you received a PDF document. Please forward me this document.

I already sent that information to the email you shared with me...

Esa información ya se la envié al correo que usted me compartió... kristina.s@casino.guru

Could you please share your withdrawal history here (or send it to me) from the start of February until now?

Ok, I know it was already sent to you by email. Anyway, I want to clarify that at that time I had several winnings from different games and at the time I started playing that machine I had a balance in my favor of 17 million and that's why they say they charged it to my account, but that's not true because I got my winnings from other casino games.

Ok se ya se lo envió por correo de todas maneras quiero aclarar que para esa fechas tuve varios ganancias de diferentes juegos y al momento que empecé a jugar ese maquina tenia un saldo a mi favor de 17 millones y por eso que ello dicen que me lo cargaron a mi cuenta pero no es así porq mi ganancias las obtuve de otros juegos de casino

I apologize, but everything points out that either your winnings were credited and subsequently withdrawn, or you perceived your winnings, likely due to a visual error; however, there were no legitimate winnings from these bets/games, as they were not documented in your game history. I understand that this situation is frustrating, but unfortunately, we cannot offer further assistance under these circumstances. Perhaps you could reach out to the game provider or licensing authority, as they have more resources to investigate issues like this.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.