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I CREATED MY ACCOUNT AT JUGABET PERU A FEW MONTHS AGO, PLAYED, AND DEPOSITED WITHOUT ANY PROBLEM.

IN OCTOBER, THEY REQUESTED ADDITIONAL VERIFICATION.

THEY ASKED FOR A SELFIE WITH A WRITTEN NOTE AND A BANK STATEMENT.

I ATTACHED EVERYTHING, AND WITHIN HOURS, THEY INFORMED ME THAT MY ACCOUNT WAS VERIFIED AND THAT I COULD CONTINUE PLAYING WITHOUT ANY ISSUE.

AFTER THAT, I CONTINUED PLAYING AND BETTING WITHOUT ANY PROBLEM.

THIS LAST WEEK, I MADE SEVERAL DEPOSITS WITH SMALL AMOUNTS

200-250-300 SOLES. AND THEY NO LONGER ALLOWED ME TO PLAY.

I CONTACTED THEM VIA CHAT, AND THEY TOLD ME I NEEDED TO GO THROUGH ADDITIONAL VERIFICATION AGAIN WITH A SELFIE WITH A NOTE AND A BANK STATEMENT

SOMETHING COMPLETELY OUT OF PLACE, REQUESTING THIS EVERY MONTH.

I COMPLIED WITH THEIR REQUIREMENTS AND ATTACHED ALL REAL DOCUMENTS AND PHOTOS.

AND THEN THEY SENT ME AN EMAIL STATING THAT I FAILED THE VERIFICATION.

We regret to inform you that your account has not passed the verification process.

​

As a result, all your bets have been canceled, and your balance has been voided. This is mentioned in clause number 13.1 of our Terms and Conditions, as explained below:

Hello Luis,

We could not pass the verification because your account was involved in rigged games, so it doesn't matter if you previously passed the verification. Due to the suspicious activity of the account and the evidence provided to us, your account was blocked and you are restricted from playing on our platform.

Sincerely,

Jugabet Support.

SOMETHING COMPLETELY FALSE, AND WITHOUT PROOF, THEY TOOK MY MONEY. THEY ARE TAKING MY REAL DEPOSITED MONEY AWAY BECAUSE I DIDN'T EVEN BET MY LAST DEPOSITS.

I DEMAND IMMEDIATE PAYMENT OF MY MONEY.

THIS IS A TERRIBLE COMPANY; MANY USERS ARE ALREADY COMPLAINING ABOUT THIS COMPANY.

ATTACHING PROOF OF DEDUCTED MONEY.

ATTACHING PROOF EMAILS

ATTACHING GAME AND WITHDRAWAL HISTORY.

ME CREE MI CUENTA EN JUGABET PERU - HACE UNOS MESES - JUGE - DEPOSITE SIN PROBLEMA ALGUNO.

EN OCTUBRE ME SOLICITARON VERIFICACION ADICIONAL .

ME PIDIERON SELFIE CON UNA HOJA ESCRITA Y EXTRACTO BANCARIO.

ADJUNTE TODO. Y A LAS HORAS ME DIERON LA NOTICIA QUE MI CUENTA ESTABA VERIFICADA Y QUE SIGA JUGANDO SIN PROBLEMA.

POSTERIOR A ESO SEGUI APOSTANDO JUGANDO. SIN PROBLEMA ALGUNO.

ESTA ULTIMA SEMANA HIZE VARIOS DEPOSITOS MONTOS PEQUEÑOS

200-250-300 SOLES. Y YA NO ME PERMITIERON JUGAR.

ME COMUNIQUE POR CHAT Y ME INDICARON QUE DEVIA PASAR NUEVAMENTE VERIFICACION ADICIONAL CON SELFIE CON HOJA Y EXTRACTO BANCARIO

ALGO TOTALMENTE FUERA DE LUGAR , QUE CADA MES ME SOLICITEN ESO.

HIZE CASO A SUS REQUERIMIENTOS VOLVI A ADJUNTAR TODO DOCUMENTOS FOTOS REALES.

Y ME MANDAN UN CORREO QUE NO PASE LA VERIFICACION.

Lamentamos informarte que tu cuenta no ha superado el proceso de verificación.

​

Debido a esto, todas tus apuestas han sido canceladas y tu saldo ha sido anulado. Esta información se menciona en la cláusula número 13.1 de nuestros Términos y Condiciones, como se explica a continuación:

Hola Luis,

No logro pasar la verificación dado que su cuenta se vio envuelta en partidas de juego arreglado, por lo cual no importa si anteriormente pasó la verificación. Debido a la actividad sospechosa de la cuenta y las pruebas que nos brindó, su cuenta fue bloqueada y su persona restringida de jugar en nuestra plataforma.

Atentamente,

Soporte de Jugabet.

ALGO TOTALMENTE FALSO , Y SIN PRUEBAS , ME QUITEN MI DINERO. ME ESTAN QUITANDO MI DINERO REAL DEPOSITADO. PORQUE NISIQUIERA APOSTE MIS ULTIMOS DEPOSITOS.

EXIJO URGENTE ME PAGEN MI DINERO.

ESTA UNA EMPRESA TERRIBLE SON VARIOS USUARIOS YA QUEJANDOSE DE ESA EMPRESA.

ADJUNTO PRUEBA DEL DINERO DESCONTANDO.

ADJUNTO CORREOS DE PRUEBA

ADJUNTO HISTORIAL DE JUEGO Y RETIRO.

Dear fabrigoicochea2025,

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. 

• Could you please clarify which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that your latest deposits remained untouched in your casino account?
• Did you activate any bonuses on top of your deposit?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Could you clarify which games you focused on: slots, live casino, sports betting, etc.?

SPORTS BETTING AND LIVE CASINO ()

LIVE ROULETTE

Do I understand correctly that your last deposits remained intact in your casino account?

YES OF COURSE - MY LAST DEPOSITS - I DID NOT EVEN PLAY OR USE THEM.

AND FROM ONE MOMENT TO THE NEXT THEY WOULD NOT LET ME PLAY - AND I TALKED BY CHAT - AND AS HAPPENED TO ME IN THE MONTH OF OCTOBER - THEY ASKED ME FOR THE 2ND TIME - AGAIN TO PASS AN ADDITIONAL VERIFICATION. WHICH I COMPLIED WITH A SELFIE PHOTO + WRITTEN SHEET. BANK STATEMENT.

AND THEY INFORM ME OF THE FOLLOWING.

Have you activated any bonuses in addition to your deposit?

I DO NOT USE BONUSES OR ACTIVATE BONUSES.

IF IT WERE SO, THEY COULD INSTRUCT YOU TO COMPLY WITH ROLLOVER, ETC. BUT IN THIS CASE IT IS NOT SO.

IN THE LAST MAIL

THEY DO NOT GIVE ME COMPLETE INFORMATION EVEN SO

THEY JUST PREFER TO KEEP QUIET.

WITHOUT SAYING ANYTHING MORE.

¿Podrías aclarar en qué juegos te centraste: tragamonedas, casino en vivo, apuestas deportivas, etc.?

APUESTAS DEPORTIVAS Y CASINO EN VIVO ()

RULETA EN VIVO

¿Entiendo correctamente que sus últimos depósitos permanecieron intactos en su cuenta del casino?

SI CLARO - MIS ULTIMOS DEPOSITOS- NISIQUIERA JUGE O UTILIZE.

Y DE UN MOMENTO A OTRO NO ME DEJABAN JUGAR - Y HABLE POR CHAT - Y COMO ME SUCEDIO EN EL MES DE OCTUBRE - ME SOLICITARON POR 2DA VEZ - NUEVAMENTE PASAR UNA VERIFICACION ADICIONAL. LO CUAL CUMPLI CON FOTO SELFIE + HOJA ESCRITA . EXTRACTO BANCARIO.

Y ME INFORMAN LO SIGUIENTE.

¿Has activado algún bono además de tu depósito?

NO UTILIZO BONOS NI ACTIVO BONOS.

SI FUERA ASI, TE PODRIAN INDICAR QUE CUMPLAS ROLLOVER , ETC. PERO EN ESTE CASO NO ES ASI.

EN EL ULTIMO CORREO

IGUALMENTE NO ME DAN LA INFORMACION COMPLETA

SIMPLEMENTE PREFIEREN CALLAR.

SIN DECIR NADA MAS.

Thank you very much, fabrigoicochea2025, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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 there,

Thank you fabrigoicochea2025 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask JugaBet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and their account blocked.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

THANKS !!

AS I INDICATED, I AM NOT THE FIRST CASE, I HAVE ALREADY SEEN MANY PEOPLE AFFECTED, WITH THIS PROBLEM. THEY ARE ASKING YOU FOR EXCESSIVE VERIFICATIONS, EVERY MONTH, AND EVEN EVERYTHING IS COMPLIED WITH. AT ANY TIME THEY TAKE OFF YOUR MONEY, DEPOSITS+PLAYS. AND THEY DON'T GIVE A REAL REASON

THANK YOU VERY MUCH FOR TAKING MY CASE LET'S WAIT FOR POSITIVE NEWS THANK YOU

Dear fabrigoicochea2025, I am in contact with the casino representative awaiting further clarification on the case. I will keep you updated about any new developments. Thank you in advance!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating

THE JUGABET CASINO IS REALLY TERRIBLE. I SEE ON THE NETWORKS THAT A LOT OF PEOPLE HAVE THE SAME PROBLEM THAT THEY ASK THEM FOR VERIFICATION EVERY WEEK. AND THEY HAVE NO RESPONSE FROM THE COMPANY. AND THEY ARE CLOSING ACCOUNTS IN A MASSIVE WAY WITH MONEY INSIDE, WHICH SEEMS VERY BAD TO ME, AND IS AN ATTEMPT AGAINST CUSTOMERS. BE VERY CAREFUL.

TERRIBLE DE VERDAD EL CASINO JUGABET . VEO EN REDES QUE MUCHA GENTE TIENE EL MISMO PROBLEMA DE QUE LES SOLICITAN CADA SEMANA LA VERIFICACION . Y NO SE TIENE RESPUESTA POR PARTE DE LA EMPRESA . Y ESTAN CERRANDO CUENTAS DE MANERA MASIVA CON DINERO ADENTRO LO CUAL ME PARECE MUY MAL , Y ATENTA CONTRA LOS CLIENTES. A TENER MUCHO CUIDADO.

Dear fabrigoicochea2025, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating

Dear fabrigoicochea2025, I have given the casino representative additional time due to the holiday season but as they haven't gotten back to me yet I am forced to close the complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter