Jupi Casino - Player’s winnings have been cancelled.

On dec 8 i deposited using my visa and mastercard 1500 USD. I have provided them my ID and others for verification as they require for withdrawal purposes. The charge in my credit bill is Talk2all Hongkong and not the casino name. I have won 300usd. So now my tot balance is 1800 usd. I have waited to withdraw from Dec 10 to Dec 28 and after multiple attempts and chat to withdraw. They cancelled saying i broke their terms of service stating: 12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

I asked for proof of VPN and they dont respond. They are keeping my money and deposits hostage for almost a month a now!

Dear ewebgiant,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus? Would you be so kind and confirm, you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account, or during playing?

Additionally, please forward all the relevant communication between you and the casino to my email address kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

No bonus. Nothing. All clean and money in tact.

Thank you for your reply, ewebgiant. Would you be so kind and confirm, you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account, or during playing?

I dont have VPN installed at home. I am using betblocker which wasnt working properly and regular 5G phone data wifi . I am not sure if that was the VPN they are talking about. However I asked for proof and they did not respond at all to explain. After one month they verified my account complete with IDs. They even added 58usd compensation for overcharging me. Then suddenly accused me of VPN and another player here too...I was playing simultaneously at Icebet casino which disallows VPN and yet there were no issues at withdrawal. I dont understand. If there were other issues then why steal my original deposits? Do they think i would be stupid to just give them 1500usd?? In my 10 yrs of gamblimg online i did encounter some issues and this casino is worst! They literally just decide to steal and keep 1500usd of deposits. This business will not last. Are they proud theyre feeding their families stolen money? I actually informed the police because 1500 is not a small amount and asked my lawyer as well as they cannot confiscate money like that as they are not an authorized financial institution with a court order to freeze assets /monies in my country. Nevertheless if they do not cooperate and at least return my deposits, i have contacted my bank and they are already aware of the situation and what to do if it doesnt get resolved. My only fault in this was that i did not check their reviews! Even the other casinos run by this company has people saying they dont pay out and complaints get unresolved. Such a disaster!

Thank you very much ewebgiant for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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.

Dear ewebgiant,

From now on, I’ll be in charge of your complaint. I’ll contact the casino and see if I can help.

I would like to invite Jupi Casino to join this conversation.

Dear casino team,

Can you please provide a statement on ewebgiant’s case? Any relevant evidence can be forwarded to andrej.p@casino.guru.

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, we will close this complaint as ‘unresolved’.

Dear ewebgiant,

Unfortunately, since the casino team is unresponsive, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, there’s still the option to submit an official complaint to the casino’s Licensing Authority – Curacao Antillephone.

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.