Jupi Casino - Kasino on takavarikoinut pelaajan varat.

JupiCasino confiscated my game balance without any evidence

Hello Casino Guru Team,

I am making an official complaint against JupiCasino (operated by Famagousta BV, license: OGL/2023/155/0098).

On 27.6.2025 at 13:15:38, my entire balance of €2,183.85 was transferred out of my account ("taken to system"). Transaction ID: 0197b0e3d2f57712a9964e20937a8aeb.

The casino claims that I violated the terms of use (sections 12.10 and 12.12), but has not said what I allegedly did wrong and has not provided any evidence. I have not used a VPN, I have not provided false documents, I have not abused bonuses and I have not played unfairly. All the playing was completely honest on my verified account.

I have asked for an explanation and evidence several times, but the casino only repeats that "the decision is final." I have also contacted the Curaçao Gaming Authority and Antillephone, but since they do not handle individual disputes, I am now seeking your help.

Many other players have experienced the same thing at JupiCasino. I am attaching all relevant communication, and I hope you can help me either with a refund or at least to investigate the matter thoroughly.

Kind regards.

JupiCasino takavarikoi pelisaldoni ilman todisteita

Hei Casino Guru -tiimi,

Teen virallisen valituksen JupiCasinosta (operaattorina Famagousta B.V., lisenssi: OGL/2023/155/0098).

Päivämäärällä 27.6.2025 klo 13:15:38, koko saldoni 2 183,85 € siirrettiin pois tililtäni ("taken to system"). Tapahtumatunnus: 0197b0e3d2f57712a9964e20937a8aeb.

Kasino väittää minun rikkoneen käyttöehtoja (kohdat 12.10 ja 12.12), mutta ei ole kertonut, mitä olen muka tehnyt väärin eikä ole esittänyt mitään todisteita. En ole käyttänyt VPN:ää, en ole toimittanut vääriä dokumentteja, en ole väärinkäyttänyt bonuksia enkä pelannut epäreilusti. Kaikki pelaaminen tapahtui täysin rehellisesti vahvistetulla tililläni.

Olen pyytänyt useasti selitystä ja todisteita, mutta kasino toistaa vain että "päätös on lopullinen". Olen myös ollut yhteydessä Curaçaon peliviranomaiseen ja Antillephoneen, mutta koska he eivät käsittele yksittäisiä kiistoja, haen nyt apua teiltä.

Moni muukin pelaaja on kokenut saman JupiCasinolla. Liitän mukaan kaiken olennaisen viestinvaihdon, ja toivon että voisitte auttaa joko rahojen palautuksessa tai ainakin selvittämään asian perin pohjin.

Ystävällisin terveisin.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with JupiCasino. To better understand your situation and assist you more effectively, could you please provide answers to the following questions:

• Can you confirm the exact date and time of your last game session prior to the confiscation of your balance?
• What specific games were you playing?
• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification, or have you at least submitted any identity documents to the casino for verification?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

last game session: 20.6.2025 at 18.01.51

I only played the Evolution / Baccarat game in the live casino.

I received all my winnings without a bonus, I have never used any kind of bonus at jupicasino.

I have passed all KYC verifications.

Hei,

viimeisin pelisessio: 20.6.2025 kello 18.01.51

Pelasin pelkästään livekasinon Evolution / Baccarat peliä.

Kaikki voitot sain ilman bonusta, en ole koskaan käyttänyt minkäänlaista bonusta jupicasinolla.

Olen läpäissyt kaikki KYC vahvistukset.

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 casino's overall rating. 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 since it seems to be a common practice for Jupi Casino to ignore us completely in our attempts to mediate any kind of issue. 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 number of complaints grew. We strictly recommend staying away from Jupi Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime. 

We’ve reopened this complaint at the request of Jupi Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear all,

We would like to inform you that in order to review the player's complaint, we kindly request you to provide us with the full registration details used on our platform (name, surname, and email address), as we are currently unable to locate an account with the provided information.

Thank you in advance for your cooperation.

Dear player, please provide this information to the casino, so that the complaint can be investigated.

I provided the information to the casino this is the response they gave. Again they provided no evidence no proof of wrongdoing or even specifically what rule I allegedly broke. They again listed general terms. I formally deny any allegations of wrongdoing or misconduct. I affirm that I have acted according to jupicasino's terms and conditions and I demand they prove me wrong or return my funds immediately.

Sincerely.

More attachments in next response.

We would like to ask the casino 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 may negatively affect its rating.

Since we have not received any further response from the casino regarding its decision, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will also influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of Jupi Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casino sent us the following email:

Dear Veronika,

We would like to inform you that following a detailed review of the user’s A*** gameplay during the withdrawal process, we concluded that the player violated our Terms and Conditions (T&C’s 12.10), specifically clause i), which states:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

As the player utilized multiple proxy IPs while playing in our casino, they breached clause i) of the above T&C's. Consequently, we proceeded with the deduction of his winnings.

Most of the user’s IP addresses were flagged as proxy IPs. The player consistently accessed his account using different proxy IPs, all flagged with the max fraud score by IPQS tool, suggesting a deliberate attempt to disguise his true location.

Additionally, the user also breached our T&C 12.12, which states:

12.12 If, in the Website’s sole determination, the Player is found to have cheated or attempted to defraud the Website, in any way including but not limited to game manipulation, using strategies aimed at unfaithful winnings or payment fraud, or if he / she makes untrue and / or malicious comments with regard to the Website’s operation in any media or forum, or if the Website suspects the Player of fraudulent payment, including use of stolen credit cards or any other fraudulent activity (including but not limited to any chargeback or other reversal of a payment) or prohibited transactions (including but not limited to money laundering), the Website reserves the right to publish the Player’s actions together with his / her identity and e-mail address, as well as to circulate this information to banks, credit card companies, and appropriate agencies.

Should you require further clarification, please do not hesitate to contact us.

Best regards,

Τhe Jupi Casino Team

Thank you very much for your cooperation. I will now transfer this complaint to my colleague Peter (peter.c@casino.guru) who will be at your service.

Hello there,

Thank you Ari123123 for providing us with all the information. I hope we'll be able to resolve this issue together.

I will review the information and get back to you. Thank you for your patience during this time!

Thank you for the update Jupi Casino Team representative.

While we fully acknowledge the necessity of safeguarding your platform against potential abuse, we respectfully submit that the grounds cited for restricting the player’s account may not constitute sufficient justification for such an action.

With regard to multiple IP usage, we would like to emphasize that an IP address is inherently dynamic and often beyond the direct control of the player. Variations in IP addresses can arise from numerous legitimate factors, including but not limited to the player’s use of different devices, changes in network configurations, mobile connectivity, or the policies of their internet service provider. For this reason, we do not consider the presence of multiple IP addresses to be an adequate or conclusive basis for penalizing a player or restricting their access to their funds.

In view of the above, we respectfully request that a more detailed and thorough investigation be undertaken in order to determine whether the player’s activity produced any tangible or demonstrable unfair advantage that would reasonably justify the blocking of the account.

Finally, we must note that, should it not be possible to reach a fair compromise or resolution, we would be forced to close the complaint as unresolved. Unfortunately, this would negatively affect your rating on our website. It is our preference, of course, to avoid such a result, and we remain hopeful that constructive dialogue will lead to a mutually acceptable resolution.

Thank you in advance for your reconsideration!

Dear Peter,

Thank you for your prompt response.

Could you please provide a contact email address so we can forward all relevant supporting evidence for your review?

Thank you in advance.

Kind regards,

Τhe Jupi Casino Team

Thank you for the response Jupi Casino representative. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

We would like to ask the casino 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 may negatively affect its rating.

Dear Peter,

Thank you for your email.

We would like to inform you that full supporting evidence has been forwarded to your email for your review and in order to assist in reaching a final decision.

Thank you in advance for taking the time to look into this matter.

Kind regards,

The Jupi Casino Team

Thank you for providing me with the information Jupi Casino representative.

Dear Ari123123, we have received and examined evidence provided by the casino indicating that opposite betting activity occurred between your account and another user within the game network. This type of coordinated betting behavior is considered a clear violation of the casino’s established terms and conditions.

In light of these findings, we believe the measures taken by the casino are justified. Consequently, your complaint will be rejected. Thank you for your understanding.

Kind regards,

Peter