Jupi Casino - Player’s struggling to complete account verification.

Hello.

I found this casino at casinoguru and registered.

I proceeded to make deposits and lost 1000€.

after 2 days I lost cashback and they gave me a cashback of €100 with a rollover of 20x and max cash out of x5 the bonus amount = €500.

I've been waiting 2 weeks for them to verify my account, they haven't done it yet.

I bet more than 2000 euros that it would be the necessary rollover and I have exactly 500€ in my account that I have been trying to withdraw for several days.

I would like to request assistance as the casino is taking a long time.

Dear Jdksk,

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.

Have you been advised what specifically seems to be a problem in verifying your account?

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

I know that Sir.

They requested me extra document showing my iban and name. This was on last Thursday which I sent right away.

They say that their kyc don’t work on the weekends and I understand that.

The thing that I don’t understand is that I’ve been waiting for more than 2 weeks and at this point is ridiculous.

They have have everything they need but still won’t verify me.

I completed the cashback terms and this money is mine.

betted more than 2000 eur (5x the bonus of 100) and limits 5x the bonus 500 the amount I have in my account.

Thank you very much, Jdksk, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jdksk,

I looked at your complaint and will do my best to help you. I would like to invite Jupi Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hello CasinoGuru,

We can confirm that customer's account has now been verified and he is able to proceed with a withdrawal request as well.

We apologise for any inconvenience caused by this delay, due to increased volume of workload.

JupiCasino

Yes yes of course everload of work.

I can confirm my account has been verified but still no payment.

Im waiting now to get paid.

Dear Jdksk,

let me know when you'll receive your winnings, please.

This guys are a joke!!

Now they have requested me a screenshot holding my id and screenshots of how I fund my skrill account.

Next thing they’re gonna ask is a screenshot of my salary on my account lmao.

They cancelled the withdrawal request and now I have to wait once again 2 or 2 days just for them to verify everything because they are so lazy!!! Slow casino I don’t recommend it anytime! Very poor quality.

I bet with u guys that I will need to wait again for the next week because they re trying to delay my payment and make everything slowly.

3 days to check a damn document?

and then more 2 to get withdrawal approved?

lol.

Dear Casino,

can you please tell us why are you asking for additional verification even though you've stated that the player's account is verified?

What did I told you? This is a joke.

I wonder if even next week I’ll get paid.

this casino is a shame !

We would like to ask the Jupi Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I was paid in full.

you can close this complaint, thanks for your support

Dear Jdksk,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru