The player from Germany had her winnings cancelled due to an accusation of fraudulent activities and the account was blocked. We rejected the complaint because the player didn't respond to our messages and questions.
Jupi Casino - Player’s winnings have been cancelled.
Amount: €1,570
Jupi Casino
Safety Index:Very lowSafety Index
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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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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2 years ago
Translation
We strongly believe and have solid evidence that you are not the account holder.
3.7 An Account Holder must not permit any other person, including minors, to use or re-use their Account.
Automatic translation:
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2 years ago
Dear Natalia-Su,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?
Do I understand correctly that you have been accused of allowing a third party to access your casino account?
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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2 years ago
Translation
Hello Petronela and thanks for your help 🙂
On 10/21/2022 I registered at Jupi Casino and deposited €50, in the end I had €1,570.01 in my account and wanted to withdraw €500, then it all started.
We regret to inform you that the withdrawal request has been declined. We should set up a video call before we process withdrawals.
The video call was made on 11/18/2022 around 1pm.
after 30 minutes this email came
We would like to inform you that the relevant department has completed the verification process of your account and the amount of 1570.01 EUR has been removed from your account due to the following terms of our Terms and Conditions:
We strongly believe and have solid evidence that you are not the account holder.
I made myself clear in the video call, confirmed all my details.
Kind regards
Natalia
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2 years ago
Thank you very much, Natalia-Su, for the clarification. Have you recorded the video call by any chance? Could you forward it to petronela.k@casino.guru? Additionally, could you advise if your account was successfully verified in the past, or if you withdrew any winnings previously? Which games you were playing?
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2 years ago
Translation
@Petronela 🙂 I emailed YOU.
Kind regards
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2 years ago
Thank you, Natalia-Su, for your email. Unfortunately, you haven't answered any of my questions. Could you please elaborate?
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2 years ago
Translation
I have an audio recording that lasts 10 minutes.
My account was successfully verified and I received the confirmation via email as well.
I have not paid out any winnings.
Mainly only sports betting was played and some slots.
Kind regards
Natalia
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2 years ago
I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.
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2 years ago
Translation
Dear Petronela :-) the Jupi Casino also offers sports betting.
I wagered €1,570 and the site won't pay me the money because they think I cheated and I'm not.
Whether casino or sport, it doesn't matter, Jupi Casino refuses to pay out winnings to the player.
I would be very grateful if they contact Jupi Casino as well.
The responsible licensing authority has already been contacted and I have also engaged a lawyer.
I want to take action against Jupi Casino at any cost as I am 100% RIGHT.
How can you help me 🙂
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2 years ago
Dear Natalia-Su,
With all due respect, it does matter if player accumulated their winnings with sports betting or while playing slots. You wrote that you played mainly sports and some slots only. Is that correct? Have you accumulated your winnings by betting on sports?
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2 years ago
Translation
The accumulated winnings were mainly achieved through sports betting.
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2 years ago
Translation
@petronela
I want to ask them something, unfortunately they don't reply to my emails :-(
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2 years ago
OK, since your winnings were accumulated mainly (and not entirely) through sports betting, we will try to contact the casino and assist you. However, could you please forward any relevant communication before we do so?
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2 years ago
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You will receive all notifications by email.
Kind regards
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2 years ago
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Hello Petronela 🙂 the email with all relevant messages has now been sent to : petronela.k@casino.guru .
Kind regards
Natalia
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2 years ago
Thank you for the forwarded communication. Do I understand correctly that you submitted an official complaint to Curacao Licensing Authority already?
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2 years ago
Translation
Yes I have.
I reported Jupi Casino on the page.
www.curacao-egaming.com
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2 years ago
I see. Have you received any reply from the Licensing Authority already? Could you please forward the audio recording from your verification call to petronela.k@casino.guru?
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2 years ago
Translation
Yes, I have received several responses from the regulatory agency.
The whole thing was forwarded to: petronela.k@casino.guru.
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2 years ago
Thank you, Natalia-Su, for the forwarded communication. I can see that you submitted your official complaint to the wrong Licensing Authority. This is the correct email address that should be used when filing an official complaint certria@gaminglicences.com.
Could you please forward the audio recording from your verification call to petronela.k@casino.guru or live:petronela.bb.svk? Thank you in advance.
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1 year ago
I have replied to your email, Natalia-Su. I understand that you do not speak English and the Licensing Authority requests all the complaints to be filed in English. However, I can't file it for you. Please try to use Google Translate and translate the entire website to German to navigate around the process. Is there any family member or a friend who could assist you with this?
