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I made a withdrawal on 2/16/2022

I have uploaded the requested documents for verification.

As soon as I made the payment, I received an email that you needed other documents, I uploaded them and made the payment again.. now after 3 weeks I think I have made all the documents available.

Today, March 8, 2022, I requested the payout again and now I received an email again that I should upload a notarized ID, which is clearly going too far for me because the casino now has all my documents for the payout.

My guess is they want to stall me and not pay me my payout.

With friendly greetings

B****** Melanie

Ich habe am 16.2 2022 eine auszahlung getätigt

Die angeforderten Dokumente habe ich zur Verifizierung hochgeladen.

Sobald ich die Auszahlung getätigt habe kam eine Email das sie noch andere Dokumente brauchen dies habe ich hochgeladen und wieder die Auszahlung getätigt ..nun nach 3 Wochen denke ich das ich alle Dokumente zur Verfügung gestellt habe .

Heute den 8.3 2022 habe ich erneut die Auszahlung angefragt und nun kam wieder eine Email das ich ein notariell beglaubigte id hochladen soll was mir nun eindeutig zu weit geht denn das casino hat nun all meine Dokumente für die Auszahlung.

Mein vermuten ist die wollen mich hinhalten und mir meine Auszahlung nicht auszahlen .

Mit freundlichen Gruß

B****** Melanie

Dear Mellanico80,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that uploading a notarized ID seems to be the only obstacle standing between you and your winnings? Have you been informed why the ID needs to be notarized?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

No, I contacted the chat today and asked why my payout was repeatedly canceled because the finance department needed a notarized ID.

I wasn't told more and the email just said that I should upload this document

Nein ich hatte mich heute im chat gemeldet und gefragt warum meine Auszahlung wiederholt storniert wurde da hiess es die finanzabteilung brauch eine notarielle beglaubigte id .

Mehr wurde mir nicht gesagt und in der Mail stand eben auch nur das ich dieses Dokument hochladen soll

Thank you very much, Mellanico80, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Jupi Casino to ignore us lately in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello, Mellanico80,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Jupi Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Jupi Casino Team, could you please state the reason why the player's ID verification has not been done? Why the ID needs to be notarized?

Thank you in advance for providing the information.

On the jupi site there is not a word of notarized document to verify.

Normally only PA and proof of address and I've only done that several times.

Auf der Seite von jupi steht nicht ein Wort von notariell beglaubigtes Dokument zum verifizieren.

Normal nur PA und adressnachweis und das hab ich auch nur schon mehrfach getan.

We would like to ask Jupi Casino Team to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear Mellanico80,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru