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I am requesting Casino Guru's mediation regarding the unjustified blocking of withdrawals by JugaBet Casino from my account with ID pmco3021b4212f1145c, registered under the name Jairo Basto. I currently have a legitimate available balance of COP $440,200.60 derived from winning bets.

The casino is keeping my withdrawal option blocked under the pretext of additional verification (Case #124311376). Following their instructions precisely, I proceeded to send my Nequi bank statement in original digital PDF format, downloaded directly from the financial institution, which confirms the account holder's identity and the traceability of the deposits made on August 10th to their payment gateway (COBREPEXTO).

Despite having met all the required criteria and demonstrating that the document is unaltered, first-line support (Agent Paula) is avoiding a definitive resolution, indefinitely escalating the case to an internal department. I demand immediate manual validation of my documentation and the release of my funds.

Solicito la mediación de Casino Guru ante el bloqueo injustificado de retiros por parte de JugaBet Casino en mi cuenta con ID pmco3021b4212f1145c, registrada a nombre de Jairo Basto. Actualmente tengo un saldo disponible y legítimo de $440.200,60 COP derivado de apuestas ganadas.

El casino mantiene mi opción de retiro bloqueada bajo la excusa de una verificación adicional (Caso #124311376). Siguiendo rigurosamente sus instrucciones, procedí a enviar mi extracto bancario de Nequi en formato PDF digital original, descargado directamente de la entidad financiera, donde se constata la perfecta coincidencia del titular y la trazabilidad de los depósitos realizados el 10 de agosto a su pasarela de pago (COBREPEXTO).

A pesar de haber cumplido con la totalidad de los requisitos exigidos y demostrar que el documento no cuenta con ningún tipo de edición, el soporte de primera línea (agente Paula) evade dar una resolución definitiva, derivando el caso a un departamento interno de manera indefinida. Exijo la validación manual inmediata de mi documentación y la liberación de mis fondos. 

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Dear Baxtriz,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina