Jupi Casino - Player has been struggling to withdraw their winnings.

I signed up with Jupi since i saw adds on what i thought was reliable casino sajts. Those sajts has adds for refuel casino, mount gold, winners among others i played at and never had any problem.

So started to play and won 10 000 euro and the Jupi casino verified my account and said that all documents were approved. When trying to withdraw I was only allowed to withdraw 500 euro and not make another withdraw until the first 500 was approved and paid. I made my withdraw and after 2 - 3 days i got an email telling me my account was not verified and that i needed to send in another ID. I had huge problem to get the right size on my pdf but managed to get pictures of my passport uploaded. Since i didnt get any answer from Jupii went in and played another round and won 15 000 euro so my account was now on 25 000 euro. But to give you a time frame on the 24 th of february I won the first 10 000 and I sent in a bunch of documents and the casino has stopped me from being able to withdraw and refuses to give me a timeline in when KYC will approve my passport. This was the last email i received from Jupi support:

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount is available in your account.

Furthermore, the withdrawal option on your account has been temporarily suspended and your account shall be reviewed by the relevant department for security reasons.

We kindly request your patience as we are not able to provide you with an exact time-frame.

Please accept our apologies for the inconvenience and thank you for helping us maintain a high level of security.

It is a shame that players are getting robbed on their money and dreams from a company operated by Famagousta BV who runs SupaCasi Casino, OhMyZino Casino, Lucy's Casino, Divas Luck Casino

and Jupi casino and my guess is that no one e´ver get the´ir winnigs paid. If this doesnt help me get my money then i can only wish that other players see this and keep their money and choose to play at serious casinos.

Dear shine0909,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have successfully received only €500? Have you accumulated your winnings with or without an active bonus, please?

Could you please advise when exactly you received the last email?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

Hi Kristina!

Thank you for your help it is appreciated.

I have not used any bonus just my own money. Has not received any payment at all. Jupi casino does not provide feedback on verification of my second Id that I uploaded several times and last

time as pdf on March 6, March 7 Mail from Jupi that they can not give me a timeframe when they should answer me

and when I try to arrive at the chat does not answer me.

Thank you very much shine0909 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello shine0909,

I will take care of your complaint from now on.  I’ll contact the casino and see if I can help. I would like to invite Jupi Casino to join this conversation.

Dear Jupi Casino team,

can you specify what is causing the delays in the verification process, please?

We would like to ask Jupi 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’.

Dear shine0909,

 I tried to contact the casino repeatedly but without success. I’m 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 isn't 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 Curacao Gaming authority certria@gaminglicences.com and submit a complaint to them. It's not the best gaming authority out there, but they might help you. 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, supporting attachments if it is needed.

I wish I could be of more help.