Jupi Casino - Player’s winnings are confiscated.

I deposited €200 in December at Jupi Casino. I won around €4,100. I tried to withdraw €1,000. €3,100.19 remained in the account. Evobet Casino (where I don't even have a gaming account) sent me a message that the funds had been frozen because I had broken the rules and used a VPN. I haven't. I asked Jupi Casino to provide evidence that I had used a VPN. They haven't provided any evidence and the messages with both casinos have been confusing. I got the deposit amount, €200, back. The account at Jupi Casino is open but of course I will never play there again. I can no longer see the transaction history at Jupi Casino. It has been deleted. I have the entire message history saved regarding the matter. I have filed a complaint and asked them to investigate the matter and provide evidence of my VPN use,

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but there has been no response.

I am attaching the amount in the account when I sent a withdrawal request of €1000. (not for general distribution)

Dear Janish,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before this happened?
• Did you accumulate your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello,

I sent a message via email. Summary: I haven't used any bonuses, account verified, I play slots with small bets.

Dear Janish,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for Jupi Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the number of complaints grew. We strictly recommend staying away from Jupi Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.