Jupi Casino - Player’s account has been reopened.

Noch ein Casino, bei dem sie die Bewertung direkt nach unten korrigieren können. Dieses Casino hat, nachdem ich das Konto wegen Spielsucht habe sperren lassen, dieses drei Tage später wieder geöffnet. Auf Nachfrage teilt man mir mit, ich hatte gesagt man dürfe es wieder öffnen. Man könne das Konto eh nur maximal 5 Tage schließen. Ein sehr seriöses Casino habt ihr da gelistet. Nach dem Selbstausschluss habe ich noch 400€ verloren, nachdem das Konto wieder geöffnet wurde. Man schließt es derzeit nicht, so dass der Betrag steigen wird.

Dear Stefan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the self-exclusion section and I found this:

"Self-Exclusion

Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self-exclude for a specific period of time.

Self-exclusion means that you can choose a more extended period that your account will remain closed. Please contact us only via email and inform us about your decision to pause your activities at the Website. Upon receipt of an email request for account closure, the requested account will be placed on our 1st stage, 24-hr cooling off period which will disable your account, allowing no gambling activity. Once the 1st stage 24-hr cooling off period has passed, while your account remained closed, a Customer Support Agent will inform you of the available self-exclusions periods. There can be no variations of the pre-selected time periods. After that and in order to proceed with this process, we will require an email response from you. If we do not receive a response within a further 24-hrs, your account will be reopened and confirmed by email. Once you begin your Self-Exclusion period, your account will be disabled and you will not be able to deposit or withdraw funds for the period the Self-Exclusion is enabled. Upon expiration of the Self-Exclusion, your account will automatically be re-activated."

Have you discussed this issue directly with the casino?

Please, forward me your self-exclusion request together with any other relevant communication between you and the casino. My email address is kristina.s@casino.guru.

Additionally, could you please clarify what you mean by "listing a very reputable casino"? As you can see in our review, this casino has a rating of 2.8/10 and has a Very bad reputation.

I will be waiting for your reply patiently.

Best regards,

Kristina

Alle E-Mails sind weitergleitet. Ich habe klar mitgeteilt, dass ich mein Konto wegen Spielsucht schließen will.

Auch jetzt wird man mein Konto nach wenigen Tagen wieder öffnen.

Would you be so kind as to forward me the deposit receipts from all deposits made after your self-exclusion request?

Thank you very much Stefan for your reply. I will now transfer your complaint to my colleague Peter 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.

Hi Stefan,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Jupi Casino to the conversation to participate in the resolution of this complaint.

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Mein Konto ist weiterhin offen. Obwohl ich mehrfach gefleht habe es dauerhaft zu schließen. Man teilte mir mit, dass man es maximal 5 Tage schießen könne. Auch wenn ich spielsüchtig bin. Es gibt wirklich erschreckend skrupellose Casinos.

Hi Stefan,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its 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 you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter