JugaBet Casino PE - Spelaren möter försenad verifiering och begränsad kontoåtkomst.

It's been over a month since they asked me for verification, and it's been a month since I sent the documents. I've communicated with them several times over the past month, but they always tell me to wait longer and that they don't have a maximum time frame. This means they can keep me waiting indefinitely. What's strange is that I'm not allowed to bet on sports or make withdrawals, but I can still play in the casino, as if they want me to lose the money there.

va mas de un mes que me pidieron para la verificacion y ya hace un mes que envie los documentos me eh comunicado entre en el mes que ya paso varias veces pero siempre dicen espere mas y que no tienen un tiempo maximo osea me pueden tener para siempre y lo raro es que no me deja apostar en apuestas deportivas ni retirar pero si en casino como para que pierda el dinero

Hello lu149e,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with JugaBet Casino PE. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

In principle my account had already been verified with the ID and it says that my account is already verified but they told me that this was an additional verification and this process began on November 4th sending everything they asked me for photos of the ID photo of my face with the ID and bank statements the last time I spoke with them was on December 10th about how the process was going and why the delay and what they always answer me is we have no news about your request and that they will contact me and that the process does not have a time limit

En principio mi cuenta ya había sido verificada con el dni y sale que mi cuenta ya está verificada pero me dijeron que esto era una verificación adicional y este proceso empezó el 4nov enviando todo lo que me pidieron fotos del dni foto de mi cara con el dni y extractos bancarios la última vez que hablé con ellos fue el 10 de diciembre sobre cómo iba el proceso y porque la demora y lo que siempre me responden es no tenemos novedad sobre su solicitud y que se comunicarán conmigo y que el procesos no tiene un límite de tiempo

Hello lu149e,

Would it be possible to forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru before we would try to contact them?

Looking forward to hearing from you.

Regards,

Nick

I just sent you conversions with the casino

le acabo de enviar conversiones con el casino

Thank you lu149e for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello lu149e,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello lu149e,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite JugaBet Casino PE to join the conversation.

Dear JugaBet Casino PE,  

I would appreciate it if you could provide some insight into the reasons behind the extended duration of the player verification process. Additionally, could you inform us when we might anticipate its completion?

Dear lu149e,

Can you please confirm your JugaBet Casino player or customer ID for me?

the id is 324245935

el Id es 324245935

Dear lu149e,

Thank you for the confirmation. I'm in communication with the casino team and am working on a resolution of the case. I hope to provide you with an update soon.

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 lu149e,

While I was in contact with the casino representative and they forwarded the case to the appropriate department I have since not received any response to any of my multiple enquiries. I have given the casino representative additional time due to the previous Christmas holiday season but as they haven't gotten back to me at all 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.

While the casino holds an Anjouan Gaming Authority license for its international operations, I believe it should have a local license for your country of Peru.

I recommend you contact the Ministerio de Comercio Exterior y Turismo - MINCETUR (https://apuestasdeportivas.mincetur.gob.pe/Titulares_autorizacion.html) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru