JugaBet Casino - Das Konto des Spielers wurde gesperrt.

Hello, my account has been blocked, and I can't withdraw my money. They've already requested my documents via email, which I sent, but I haven't received a response. I've contacted them through the app's chat, and they tell me to wait for an email reply. The problem is, they said that if I didn't upload my documents within a week, the account would be closed completely. I hope you can help me. Thanks.

Buenas, me bloquearon mi cuenta, no puedo retirar mi dinero, ya me pidieron mis documentos via correo electronico y si los mande y no me responden, les hablo via chat desde la aplicacion y me dicen que espera que me respondan via correo electronico, el problema es me dijeron que si no subia mis documentos en una semana la cuenta se iba a cerrar totalmente. Espero y me puedan ayudar, saudos y gracias.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you had Mex$4279 (dispute value) in your casino account before you lost access to it?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello good

1- Only place live sports bets.

2- If I have that amount in my account and I have access to it but I cannot deposit, withdraw or bet on it, it tells me that it is blocked.

3- I didn't have any bonuses, I never wanted to take them, only sometimes they gave me free bets for depositing, I think, but it was only once or twice.

Buenas

1- Solo realice apuestas deportivas en vivo.

2- Si cuento con esa cantidad en mi cuenta y tengo acceso a ella pero no puedo depositar ni retirar ni apostar en ella, me dice que esta bloqueada.

3- No contaba con bonos, nunca quise tomarlos, solo. veces me regalaban apuestas gratis por deposito creo pero fue una o dos veces no mas.

Thank you very much for your reply, Obeso365. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

They tell me to send them an original statement of account, but I already sent it and they say it's not original, and that's how they're keeping me waiting.

me dicen que les mande un estado de cuenta original pero ya se los mande y me dicen que no es orginal y asi me tienen.

Dear Obeso365,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello there,

Thank you Obeso365 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 the player's account was blocked and what we can do to help resolve this issue.

Thank you!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Obeso365,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter