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JugaBet permanently blocked my account and withheld approximately $7,500,000 CLP, generally arguing an alleged irregular or fraudulent activity.

However, they have not specified what I did, what bet or transaction they consider irregular, nor what evidence supports the decision.

I have always used my account normally and all my deposits were made from bank accounts in my own name, which I can prove.

I don't question JugaBet's decision to close my account. My complaint is that they withheld $7,500,000 CLP without specifically explaining what conduct I committed or providing a concrete justification for withholding those funds.

I request Casino Guru's assistance in having JugaBet review the case, provide the background information that justifies their decision, and return the funds that legitimately belong to me.

JugaBet bloqueó permanentemente mi cuenta y retuvo aproximadamente $7.500.000 CLP, argumentando de forma general una supuesta actividad irregular o fraudulenta.

Sin embargo, no me han indicado concretamente qué hice, qué apuesta o transacción consideran irregular, ni qué evidencia sustenta la decisión.

Siempre he utilizado mi cuenta de forma normal y todos mis depósitos fueron realizados desde cuentas bancarias de mi propia titularidad, lo cual puedo acreditar.

No cuestiono que JugaBet decida cerrar mi cuenta. Mi reclamo es que retengan $7.500.000 CLP sin explicar específicamente qué conducta cometí ni justificar de manera concreta la retención de esos fondos.

Solicito la ayuda de Casino Guru para que JugaBet revise el caso, entregue los antecedentes que fundamentan su decisión y me devuelva los fondos que legítimamente me corresponden.

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Hello,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

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

He mainly placed sports bets. He only played slots occasionally when he received a promotional bonus.

Did you pass the verification process before losing access to your account?

Yes, I had completed and passed the verification process. I had been using the platform and placing bets normally for over a year and a half, without having had any previous problems with my account.

Did you accumulate your earnings with or without an active bonus?

The winnings accumulated in my account were obtained without any active bonus, mainly through sports betting placed with my own funds.

¿Podría indicarnos en qué juegos se centró: tragamonedas, casino en vivo, apuestas deportivas, etc.?

Principalmente realizaba apuestas deportivas. Solo jugaba ocasionalmente a las tragamonedas cuando recibía algún bono promocional.

¿Superaste la verificación antes de perder el acceso a la cuenta?

Sí, había completado y superado el proceso de verificación. Llevaba más de un año y medio utilizando la plataforma y realizando apuestas con normalidad, sin haber tenido problemas previamente con mi cuenta.

¿Acumulaste tus ganancias con o sin bono activo?

Las ganancias acumuladas en mi cuenta fueron obtenidas sin ningún bono activo, principalmente a través de apuestas deportivas realizadas con fondos propios.

Thank you for your reply, Elite10. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.