The player from Germany had been waiting for a payout since November 23, 2023, despite having completed verification. The payout was twice returned to his casino account without any notification. The player had communicated with the casino's support, who informed him that they had no control over the payout timeline. The player then opted for a bank withdrawal due to lower fees. After some back and forth communication with our team, the player confirmed that he had received his winnings. We closed the complaint as resolved.
Jupi Casino - Player experiences delayed payment.
Amount: €400
Jupi Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.0
Jupi Casino has a Safety Index of 1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
I have been waiting for a payout since the 23rd of November, 2023. Despite complete verification, documents were requested which I have uploaded to their satisfaction. Now, my payout has been transferred back to my casino account twice without notifying me, which is completely unacceptable. It's truly disheartening the world we live in. Maybe I can achieve something with your help. Yes, I played with a deposit bonus which was absurdly difficult to wager and was limited to a maximum of 450€. It would be utterly foolish of me to continue playing, which is precisely what the casino seems to want.
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11 months ago
Dear harryfischer110182,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you been advised what is the cause of the delay?
- Which payment method you have opted for?
- Could you please advise if you have received any payments in the past from this casino?
- If there's any relevant communication, please forward it to petronela.k@casino.guru.
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,
Petronela
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11 months ago
Translation
When I asked, support told me that another department regulates the payouts and that you therefore have no influence and, above all, you cannot give me an approximate time. And I should be patient. Just happened to log into my profile yesterday and, shockingly, saw that my casino account had €400 to play with again, so I immediately requested a withdrawal again. I deposited with Mifinity and submitted a bank withdrawal because I think this has the cheapest fees. Mifinity have complained several times in the past and asked for a bank transfer. Luckily I haven't received any payment from the casino yet and I've only deposited a few times.
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11 months ago
Thank you, harryfischer110182, for the clarification. Were you required to verify your new payment method if you opted for a different withdrawal method than the one used for your deposits?
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11 months ago
Translation
I received an email with transaction confirmation so that's it. Thank you very much for your help and support. It's just sad that I can hardly use Guru anymore because only casinos that have a German license are left. I'll let it go because €1000 without a free spin or generally more frustration than fun. As soon as I changed again I'm well in the black. Askgamblers gave Jupi a particularly good award and your real value is only a few points. Justified with a waiting time of over three weeks and multiple chargebacks. I wish you all the best. Bye
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11 months ago
Thank you, harryfischer110182, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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11 months ago
Translation
No, I am so happy and grateful that you exist. Unfortunately I only played at Lucky Legends and deposited €100 and requested €195 to be paid out. I've been waiting since December 2nd. I sent them my wallet in the chat two days ago, I hope I still get it. I just think it's a shame that I can no longer use your casino review as a German, that's what really bothers me the most. Could I only get around this with a VPN or is that not allowed? Don't play in German casinos anymore. Losing €1000 without a draw creates a stomach ache that luckily you can avoid. Wish you all all the best and love for the future. Bye
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11 months ago
Hi harryfischer110182,
If you intend to use a VPN to play in any casino, I strongly recommend verifying this directly with the casino and maintaining supporting evidence.
Kindly inform me once you have received your winnings so that I can update the complaint accordingly.
Thank you in advance.
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11 months ago
Translation
I received money, but because you don't show the casinos that are of interest to me for licensing legal reasons, I can no longer use you properly as before, as sad as it is. Jupi was even shown to me on Ask..... with a certificate of trust and with you the real bad rating. If you want to play Rival Games, you can't do it in a trustworthy casino. Supacasi also has bad reviews for you, everywhere else only good reviews, even though Famagusta does too. Despite everything, I am very grateful to you again for your quick help. Wish you all the best for the future.
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11 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, harryfischer110182, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
The entire team at Casino.Guru wishes you numerous joys and success throughout the entire year of 2024. May all your dreams come true.
