Jupi Casino - Player's withdrawal is being delayed.

I need you help. jupicasino.com are using various stalling tactics to prolong withdrawal processing. I joined them on sunday 21.4.2024 and deposited 30e + 100e.

On monday 22.4.2024 i uploaded my documents (proof of identity, proof of address and proof of payment) those were accepted at the same day. I placed a withdrawal on 22.4.2024 and it was declined on tuesday 23.4.2024 because they wanted to have another document which is a selfie where i am holding my passport next to my face. I sended it at the same day and placed another withdrawal request. That document was accepted on the very next day on wednesday 24.4.2024.

Then today friday 26.4.2024 my withdrawal was declined because they wanted a document from my bank account. So they declined that after i have waited 72 hours to my withdrawal to be processed.

On both withdrawals i used bank account as a withdrawal method. So on tuesday they could have asked both documents at once but no, they did that after three days which is their maximum pending time for withdrawals.

I have played my deposits trough as mentioned in their terms and conditions. I have money in my jupicasino.com account total worth of 684.61e and i want to have those in my bank account. Could you please help me on this ? They are using stalling tactics on purpose to prolong withdrawal processing which is not fair.

I have saved all email conversations in case you want me to verify this story ? I can tell all this also by finnish if you want ?

Hello badluck,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jupi Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi Nick,

the verification process has been ongoing until Monday 22.4. Then they first accepted the Passport, Address Proof and Payment Method proof. On Tuesday 23.4, they rejected my withdrawal and asked for a selfie with the passport. It was approved on Wednesday. Yesterday, Friday, the withdrawal was rejected again and a new document was requested and this time an extract from my bank statement. And it is still being processed. I am a very experienced player and here they are using a delay tactic. They should have asked for the selfie and the bank statement at the same time on Tuesday.

i.e. the following have now been accepted:

passport 22.4

proof of address 22.4

payment method 22.4

selfie with passport 23.4

the statement is awaiting approval on 26.4

yesterday I was in contact with the casino for the last time and asked that I could send all the necessary documents at once, but they just say that they don't need anything now, but they can ask for more in the future. I don't understand this behavior from them. I have the right to submit the necessary documents in one go. In addition, I tried to get information from them as to why the additional documents were asked for on Tuesday and Friday, but I didn't get any other answer than that they can request the documents at any time.

and indeed yesterday my withdrawal had literally been on hold for 72 hours before it was rejected and a new document was requested.

Thank you Nick for helping me 🙏

Hi Nick.

now also the bank statement document has been approved. The customer service still left the possibility that even more documents are needed. Check the attachment.

Hey,

now 82 hours have passed since withdrawal attempt number 3 has been processed. In the website's terms of use, it is mentioned that withdrawals are processed within 72 hours, which means that my withdrawal has now been processed for more than 10 hours more than the maximum time! I contacted customer service today and they said that my withdrawal has now been reviewed and moved to the queue for payment??? There is no mention of this additional time in their terms of use. Will I ever see my money?

The withdrawal is canceled again and a new document is required!!! Is there anything that can be done about this activity???

Dear badluck,

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 overall rating of the casino. 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.

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 complaints grew in numbers. We strictly recommend staying away from Jupi Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.