JugaBet Casino - Остаток на счете игрока конфискуется.

I have an account at this casino. The other day, there was an 80% bonus with a 30x rollover, which I completed, and I had a profit of 152,000. When I tried to withdraw, my request was denied, and they asked for some additional documents, which I sent for what they said was an additional verification. Today, when I logged in to check, I had a balance of 0 without any explanation. I am speaking with an agent through chat and also via email, but I haven't received any information.

Resulta que tengo una cuenta en este casino, el otro día había un bono del 80% con un rollover de 30x yo lo completé y tuve de ganancia 152000. Al momento de querer retirar me hicieron un rechazo, me pidieron unos documentos adicionales los cuales hice envío, para según ellos una verificación adicional. Hoy cuando me meto a ver tenía saldo 0 y sin ninguna explicación. Puesto que estoy hablando por chat con un agente y además por correo electrónico. No se me informó nada

Dear davisherraz6,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JugaBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly your account is currently open? Can you log in?
• Could you please list which document you already sent to the casino for verification?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

After talking for a long time, they only just realized that they told me.

I sent a selfie with my ID in hand, a bank statement with deposits made to them for each charge I made, as well as a photo of my ID on both sides.

I have seen several people complaining about this casino that requires a second verification (something other casinos don't do) to delete accounts and not pay out what they won on their machines. What they say is that one modifies the machines to win, but how is a player going to be able to do that if they are supposed to be the ones who manage those things.

Luego de hablar por mucho tiempo recién cuando me dí cuenta me avisaron.

Envié selfie con mi carnet en mano, extracto bancario con depósitos hechos a ellos cada carga que hice, además la foto de mi carnet por ambos lados.

He visto varias personas quejándose de este casino que pide una segunda verificación ( cosa que otros casinos no hacen) para eliminar cuentas y no pagar lo que ganaron en sus máquinas. Lo que dicen es que uno modifica las máquinas para ganar, pero como un jugador va a poder hacer eso si se supone que ellos son quienes manejan esas cosas.

Dear davisherraz6,

From the screenshot you posted the accusations against you suggest the casino believes you opened multiple accounts in the casino.

• Have you opened another account in this casino in the past?
• Is there a chance anyone from your household is using the same IP as you opened an account in this casino in the past?
• Could you please explain which slots or games you played in the casino to your knowledge?

It was my first time using that casino, no one else has access to my personal data but me. I remember playing at Gates of Olympus, Sweet Bonanza 1000, one or two from PLAYTECH which I don't remember the name of since I entered games and played, then I left and entered another. The Gates of Olympus game gave me 125,000 on 3 occasions, that's why my balance, but I repeat: No one around me has access to my personal data, I was the one who created the account at that casino since it was the only one (at the time) that gave the opportunity to obtain free spins for deposit by doing a rollover for registration. I am registered in others and I have not had a problem in any other than this one. I have seen several people on social media who have had the same thing done to them, that for winning at their casino they take away their balance with an article that we are not aware of, since at the time of verifying our accounts (it is assumed that we can already make withdrawals of our winnings) it is like this in all casinos, this is the only one that asks for extra verification if you make a profit and I do not understand how they say that we can manipulate their machines if the one who has control of that is themselves.

I'll leave a screenshot that I managed to take of a person who also had the same thing done to them.

Era primera vez que uso ese casino, nadie más tiene acceso a mis datos personales más que yo. Recuerdo haber jugado en Gates of olimpus, sweet bonanza 1000, una que otra de PLAYTECH las cuales no recuerdo el nombre puesto que ingresaba a juegos y jugaba, luego salía y entraba a otro. El juego Gates of olimpus me dió 125.000 en 3 oportunidades es por eso mi saldo, pero repito: Nadie de mi entorno tiene acceso a mis datos personales, fuí yo quien creó la cuenta en dicho casino ya que era el único ( en su momento) que daba la oportunidad de obtener giros gratis por deposito haciendo un rollover por registro. Estoy registrado en otros y no he tenido problema en ninguno más que este. He visto en redes sociales varios a los cuales le han hecho lo mismo, que por ganar en su casino les quitan el saldo con un artículo de los cuales no tenemos conocimiento, puesto que al momento de verificar nuestras cuentas ( se supone que ya podemos hacer retiros de nuestras ganancias) en todos los casinos es así, este es el único que pide verificación extra si es que obtienes ganancias y no entiendo como dicen que nosotros podemos manipular sus máquinas si el que tiene el dominio de eso son ellos mismos.

Dejaré un screenshot que alcancé a tomar de una persona que también le han hecho lo mismo.

Thank you very much, davisherraz6, for providing the necessary information. 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 davisherraz6 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 what can we do to help resolve this issue.

Thank you!

Thank you, I hope this casino takes responsibility and that all those who have done the same to us can recover their winnings.

Gracias, espero que este casino se haga responsable y a todos quienes nos han hecho lo mismo puedan recuperar sus ganancias.

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.

I hope so

Eso espero

Dear davisherraz6, I was in contact with the casino representative and I was provided with evidence of multiple accounts. I strongly advise against such behaviour as it can lead to similar situations in the future. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding!

Kind regards,

Peter