The player from Germany received free spins and reached winnings of just under €10. She continued playing without requesting a withdrawal and then experienced account issues, receiving an email accusing her of fraud. She sought clarification and had not received a response from the casino. The Complaints Team attempted to mediate but was unable to proceed due to the casino's lack of cooperation, leading to the complaint being closed as unresolved. It was recommended to avoid Jupi Casino due to its history of ignoring complaints.
Jupi Casino - Player's account is closed with accusations of fraud.
Unresolved
Our verdict
No reaction policy
Black points: 76
Amount: €582
Jupi Casino
Safety Index 2.3 Very lowCase summary
Discussion
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11 months ago
Translation
Hello, I received free spins from this casino, and the winnings were just under €10.00. I played for what felt like an eternity, with ups and downs. After several hours, I finally reached the stated amount. However, I hadn't made a deposit at the casino, so I just kept playing and didn't request a withdrawal. Suddenly, the game stopped working. I tried to log in, but it didn't work. Later, I received an email accusing me of fraud. I haven't received a response from this casino since. I actually wanted to clarify that I hadn't wanted to withdraw anything yet, but I haven't received any response. I find it very strange that you're simply blocked and then receive such nasty insinuations. 😪 I'm well aware that I definitely have to deposit something before I consider withdrawing anything. I would have liked to continue playing a little longer and maybe try to withdraw something after making a deposit. This is really awful. Maybe you can help me??? That would be great. Best regards, Daniela
Automatic translation:
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11 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Jupi Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please specify when you created your account?
- Have you made any deposits to your casino account? Was the €10 no deposit bonus the first bonus you ever claimed?
- Was there any pop-up notification or a progress bar to check if the wagering requirement of the bonus was complete?
- Were the bonus winnings automatically capped once the wagering requirement was complete?
- Did you request a withdrawal with 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,
Natalia
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11 months ago
TranslationHello Natalie, I opened the account the day before and received free games in return. The next day, I saw that it was no longer counted as bonus money, but as real money. I just kept playing, and in the middle of it, I was suddenly blocked. I didn't request a withdrawal because I hadn't deposited anything yet. I know you have to make at least a deposit, and I would have done so, but unfortunately, I didn't get the chance. Best, Daniela
Automatic translation:
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11 months ago
Dear player,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice, as it appears to be a common practice for Jupi Casino to completely ignore our attempts to mediate any issues. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Jupi Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
Kind regards,
Natalia
