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Good afternoon.

I am opening this formal complaint against JugaBet (Chile) due to the completely unjustified blocking of my balance of $50,565.16.

My account was restricted on June 11, 2026. Following the established protocol, I immediately submitted all the requested verification documents, including my national identity card, selfies, and my complete bank statements for May and June. Support agents explicitly assured me that the manual review process would take a maximum of 7 business days, with a deadline of June 23, 2026.

This deadline expired weeks ago. Today is Tuesday, July 7, 2026, and when I log into my account, I still see the same error message: "Sorry, your account does not allow you to create a withdrawal request...", preventing me from withdrawing my legitimate earnings.

Throughout this month, I have repeatedly tried to contact support, receiving only generic and automated responses from agents (such as "Andrés" and "Angee") with the sole purpose of delaying the process. Due to the complete lack of transparency and the platform's refusal to provide alternative dispute resolution (ADR) options, I have already filed a formal supervisory complaint with the Curaçao Gaming Authority (CGA).

I have acted in good faith at all times and have complied with every requirement. JugaBet is withholding my funds without any legal or technical justification. I request the urgent intervention and mediation of Casino Guru to audit my case and demand the immediate release of my money from the operator.

User ID:[redacted]

Buenas tardes.

Abro esta queja formal contra JugaBet (Chile) debido al bloqueo completamente injustificado de mi saldo de $50,565.16.

​Mi cuenta fue restringida el pasado 11 de junio de 2026. Siguiendo de inmediato el protocolo indicado, envié todos los documentos de verificación solicitados, incluyendo mi cédula de identidad, selfies y mis cartolas bancarias completas de los meses de mayo y junio. Los agentes de soporte me aseguraron explícitamente que el proceso de revisión manual tomaría un plazo máximo de 7 días hábiles, estableciendo como fecha límite el 23 de junio de 2026.

​Este plazo venció hace semanas. Hoy es martes 7 de julio de 2026 y al ingresar a mi cuenta sigo visualizando el mismo mensaje de error: "Lo sentimos, tu cuenta no te permite crear una solicitud de retirada...", impidiéndome retirar mis ganancias legítimas.

​A lo largo de este mes, he intentado contactar al soporte de forma reiterada, recibiendo únicamente respuestas genéricas y automatizadas por parte de agentes (como "Andrés" y "Angee") con el único fin de dilatar el proceso. Debido a la nula transparencia y a la negativa de la plataforma de otorgar vías de resolución alternativa de disputas (RAD), ya he escalado una denuncia formal de supervisión ante la Autoridad de Juegos de Curazao (CGA).

​He actuado en todo momento de buena fe y he cumplido con cada requerimiento. JugaBet está reteniendo mis fondos sin ninguna justificación legal ni técnica. Solicito la intervención urgente y mediación de Casino Guru para auditar mi caso y exigir al operador la liberación inmediata de mi dinero.

​ID de usuario:[redacted]

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Dear Dani9,

Thank you very much for submitting your complaint. I’m sorry to hear about your restricted withdrawals due to ongoing KYC (Know Your Customer) verification.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know when exactly you sent the last of your verification documents/files?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean