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I am requesting Casino Guru's mediation regarding the unjustified blocking of withdrawals by JugaBet Casino from my account with ID pmco3021b4212f1145c, registered under the name Jairo Basto. I currently have a legitimate available balance of COP $440,200.60 derived from winning bets.

The casino is keeping my withdrawal option blocked under the pretext of additional verification (Case #124311376). Following their instructions precisely, I proceeded to send my Nequi bank statement in original digital PDF format, downloaded directly from the financial institution, which confirms the account holder's identity and the traceability of the deposits made on August 10th to their payment gateway (COBREPEXTO).

Despite having met all the required criteria and demonstrating that the document is unaltered, first-line support (Agent Paula) is avoiding a definitive resolution, indefinitely escalating the case to an internal department. I demand immediate manual validation of my documentation and the release of my funds.

Solicito la mediación de Casino Guru ante el bloqueo injustificado de retiros por parte de JugaBet Casino en mi cuenta con ID pmco3021b4212f1145c, registrada a nombre de Jairo Basto. Actualmente tengo un saldo disponible y legítimo de $440.200,60 COP derivado de apuestas ganadas.

El casino mantiene mi opción de retiro bloqueada bajo la excusa de una verificación adicional (Caso #124311376). Siguiendo rigurosamente sus instrucciones, procedí a enviar mi extracto bancario de Nequi en formato PDF digital original, descargado directamente de la entidad financiera, donde se constata la perfecta coincidencia del titular y la trazabilidad de los depósitos realizados el 10 de agosto a su pasarela de pago (COBREPEXTO).

A pesar de haber cumplido con la totalidad de los requisitos exigidos y demostrar que el documento no cuenta con ningún tipo de edición, el soporte de primera línea (agente Paula) evade dar una resolución definitiva, derivando el caso a un departamento interno de manera indefinida. Exijo la validación manual inmediata de mi documentación y la liberación de mis fondos. 

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Dear Baxtriz,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Of course, I understand, but the first KYC check was already done, and withdrawals and deposits had already been made. It's been almost 15 days, and nothing. All the required documents were sent—bank statements and everything. But there's always an excuse. All the requirements were sent without editing, exactly as they arrived. It doesn't seem fair to me; it feels like discrimination because it's a small amount, just over $100.

Claro yo entiendo pero es que ya se había hecho el primer kyc y ya se habían hecho retiros y depositos. Ya van casi 15 días y nada. Se enviaron todos los requisitos extractos bancarios y demás. Pero siempre hay una escusa. Todos los requisitos se han enviado sin editar tal cual llegan No me parece justo ya parece discriminación por ser un monto bajo un poco más 100 dólares.

That's what they always tell me...

es lo que siempre me Disen..

Thank you very much for your reply, Baxtriz. When was the last time you contacted the casino regarding this issue? 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.

Dear Baxtriz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

They haven't resolved anything for me... they always give me the same excuses. I've sent all the statements several times and none of them are valid to them, which doesn't seem fair.

No me han solucionado nada.. siempre me Disen o mismo mismas excusas. E enviado todos los extracto varias veces y para ellos ninguno es válido no me parece justo.

Dear Baxtriz,

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, Martina (martina.b@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

Dear Baxtriz,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite JugaBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.