The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing verification. We rejected this complaint as the funds have been played before we could intervene.
Jupi Casino - Player’s struggling to complete account verification.
Amount: €2,350
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
Closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
No matter what documents you submit, it doesn't fit. Payment not possible. I find it questionable if the documents for playing are ok but nothing fits when the payment is made. Passport, bank statement…. everything too little!
Automatic translation:
Public
Public
2 years ago
Dear Asuan,
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 informed 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
Public
Public
2 years ago
Translation
No I don't understand. If I transfer money from an Austrian account and this account is registered in my name, why should there be a problem transferring this money back to this account?
Also, what does checking my address have to do with it? I can live wherever I want! So just hold out until you have gambled everything away......
or is it a business model, pay in but never pay out!!!!!
Automatic translation:
Public
Public
2 years ago
Translation
No I don't understand. If I transfer money from an Austrian account and this account is registered in my name, why should there be a problem transferring this money back to this account?
Also, what does checking my address have to do with it? I can live wherever I want! So just hold out until you have gambled everything away......
or is it a business model, pay in but never pay out!!!!!
Automatic translation:
Public
Public
2 years ago
I understand it might be a surprise for players who enter an online casino for the first time that they need to verify their identity, but please understand it is a must in 99% of online gambling establishments. I can only recommend cooperating fully with casino and providing all the requested documents as soon as possible, in the correct format, and without any further delays. Please keep me informed about any further developments.
Public
Public
2 years ago
Translation
The same documents at win2day fit, the same documents at MrGreen fit and the same documents at 888 fit. Not here !
Now I'm supposed to bring proof of income, is that okay? did I apply for a loan??? boy boy , money gone , profit gone is nothing but fraud ......
Automatic translation:
Public
Public
2 years ago
Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.
Do I understand correctly that your winnings were played down already?
Public
Public
2 years ago
Translation
Exactly, I made a haraakieri game with my money plus winnings because I don't care if the money is gone by playing or not paying out.
And to your stupid hint that some people do the review very carefully, my last sentence.
I'm 70 years old and not a beginner, I've been playing win2day for 10 years and Mr Green for 7 years, but something like this is no different than cheating.......
Automatic translation:
Public
Public
2 years ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons and because funds were played before the verification process was completed, I will now reject this complaint. Thank you for your understanding.
