The player from Sweden was experiencing difficulties withdrawing his winnings due to ongoing verification. The casino has not responded to the complaints, and it was closed as "unresolved".
Jupi Casino - Player’s struggling to complete the account verification.
Black points: 783
Amount: €6,500
Jupi Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
I have a problem with verification (KYC) I have sent in 10 documents but despite this they are not approved and I keep getting the same email that I have to send in an account statement or a bank document that clearly shows my name and iban number but I have done everything I can to do this but nothing works, I have written to them several times but nothing happens so I don't know what to do now.
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1 year ago
Dear Fredde452,
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.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Yes but the problem is that I won the money on 26/12-2022 and still have not received any money due to KYC and I have tried to submit various documents but now I have to verify the IBAN number and the only way I can do the ones on are via a screenshot as the bank has no other way to do them on but they don't accept screenshots and I tried to convert the screenshot to pdf but they didn't agree to that either so I don't know what to do.
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1 year ago
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Now I have sent in a new bank document that I received from the bank so we will see if they approve it now but it can take up to 3 days so we will see. So will report back on how it goes.
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1 year ago
Hello Fredde452,
Have there been any developments since our last conversation, please?
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1 year ago
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Yes, now finally the verification is complete (KYC) so now it remains and so if I get my money out really bad that you can only withdraw 500 eur at a time.
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1 year ago
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Please I need your help now my first withdrawal has been denied because I had to submit a selfie holding up my driver's license to identify myself even though KYC has been approved and I then did this and requested another withdrawal but that was denied again and I got the same email again saying that I had to send in a selfie when I hold up my driver's license even though I have already sent in such a document
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1 year ago
Thank you very much, Fredde452, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Jupi Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.
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1 year ago
Dear Fredde452,
I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.
Dear Jupi Casino,
Could you please state why the player's withdrawal account has not yet been verified?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Translation
Now I have received my first withdrawal so now everything seems to be clear but they are so terribly bad that you can only withdraw €500 at a time but as I said at least I have received the first withdrawal now👍
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1 year ago
We would like to ask the 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’ which may negatively affect its rating.
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1 year ago
Dear Fredde452,
I tried to contact the casino but without success. I am 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 is not 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 responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). 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, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
In case you need any help, please contact me at stefan.m@casino.guru.
Best regards,
Stefan, Casino.Guru
