Kære Dominika, nedenfor mine svar på dine spørgsmål. Jeg ser frem til at høre fra dig senere, tak.
har du formået at gennemgå videobekræftelsen?
Svar: Indtil i dag har Jugabets kundeservicepersonale ikke kontaktet mig for at foretage videoverifikationen, på trods af at de har insisteret ved flere lejligheder. Den 25. december 2024 fortalte kundeservicemedarbejdere mig, at de skulle lave en videobekræftelse, og de bad mig give dem en dato og et tidspunkt for at gøre det. Ved 3 lejligheder gav jeg dem en dato og tid til at kontakte mig, men ved alle 3 lejligheder lod supportpersonalet mig hænge og kontaktede mig ikke. De gav mig heller ikke nogen forklaring på, hvorfor de ikke kontaktede mig, da de selv bad mig om dato og tidspunkt for at kontakte mig.
Efter ovenstående skrev jeg 2 gange til supportpersonalet for at finde ud af, hvornår de ville kontakte mig for at lave videoverifikationen, men de svarede kun, at de ville kontakte mig for at koordinere videoverifikationen, hvilket ikke er sket.
På den anden side finder jeg det meget mærkeligt, at jugabet ikke har en mulighed indbygget i sit websted for at foretage videoverifikationen direkte, som andre sider gør. Ovenstående får mig til at tvivle endnu mere på denne proces, og jeg tror, de bare "køber tid" for endelig at lukke min konto og beholde mine penge, der er på min Jugabet-konto.
Har du været i stand til at finde ud af fra casinoet, hvilke specifikke regler du angiveligt har overtrådt, der førte til begrænsningerne på din konto? Hvis ja, kan du så dele disse oplysninger?
Svar: Da jeg kontaktede jugabets supportmedarbejdere via sidens chat, fortalte de mig, at jeg ikke kunne foretage udbetalinger eller spille på sport på siden, fordi jeg havde overtrådt sidens brugsregler. Da jeg spurgte dem, hvilke regler jeg havde overtrådt, fortalte supportpersonalet mig, at de ikke havde den detalje, og at jeg var nødt til at kontakte for at få den detalje.
Da jeg kontaktede , fortalte kundesupportpersonalet mig kun, at jeg skulle igennem en yderligere identitetsbekræftelsesproces, og at jugabet forbeholder sig retten til at gøre det. De bekræftede ikke, hvad jugabet-sidens chatsupportpersonale fortalte mig, og de gav mig ikke nogen form for detaljer om, hvilke regler jeg "formentlig" havde overtrådt.
Har du muligvis overtrådt nogen sportsvæddemålsregler ?
Svar: Jeg er 100% sikker på, at jeg ikke har overtrådt nogen regler på jugabet-siden. Jeg har satset på sport på forskellige sider i et stykke tid nu, og generelt har jeg ikke haft de store problemer.
Dear Dominika, below my answers to your questions. I look forward to hearing from you later, thank you.
have you managed to undergo the video verification?
Answer: To this day, Jugabet customer service staff has not contacted me to do the video verification, despite having insisted on several occasions. On December 25, 2024, customer service staff told me that they needed to do a video verification, and they told me to give them a date and time to do it. On 3 occasions, I gave them a date and time to contact me, but on all 3 occasions, support staff left me hanging, and did not contact me. They also did not give me any explanation as to why they did not contact me, since they themselves asked me for a date and time to contact me.
After the above, on 2 occasions I wrote to support staff to find out when they would contact me to do the video verification, but they only responded that they would contact me to coordinate the video verification, which has not happened.
On the other hand, I find it very strange that jugabet does not have an option built into its site to do the video verification directly, as other sites do. The above makes me doubt this process even more, and I think they are just "buying time" to finally close my account and keep my money that is in my Jugabet account.
Have you been able to find out from the casino what specific rules you allegedly violated that led to the restrictions on your account? If so, could you please share that information?
Answer: When I contacted jugabet support staff via the site's chat, they told me that I could not make withdrawals or bet on sports on the site, because I had violated the site's rules of use. When I asked them what rules I had violated, support staff told me that they did not have that detail, and that I had to contact support@jugabet.cl to obtain that detail.
When I contacted support@jugabet.cl, customer support staff only told me that I had to go through an additional identity verification process, and that jugabet reserved the right to do that. They did not confirm what the jugabet site's chat support staff told me, and they did not give me any kind of detail about what rules I had "supposedly" violated.
Did you possibly violate any sports betting rules?
Answer: I am 100% sure that I have not violated any rules of the jugabet site. I have been betting on sports on various sites for quite some time now, and in general, I have not had any major problems.
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