The player from Finland had completed the KYC verification but received an email accusing him of cheating and denying his withdrawal request. He questioned the casino's operations and had attached images of the messages. The Complaints Team attempted to mediate the issue but found that the casino had a history of non-cooperation, with multiple cases closed under a 'No Reaction Policy.' Consequently, the complaint was closed as 'unresolved,' and it was advised to avoid Jupi Casino due to its lack of responsiveness.
Jupi Casino - Player’s withdrawal is confiscated due to cheating claims.
Black points: 208
Amount: €1,000
Jupi Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
I successfully completed the KYC verification. Suddenly, I received an email saying that I have cheated and will not get my money. I'm attaching images of the messages. How can these casinos operate this way?
Automatic translation:
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1 month ago
Dear HSLhsl,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you used any VPN or IP-masking software to alter your true location while accessing the casino website?
Did you play with or without a bonus?
Were all the identity documents you sent to the casino successfully verified by the relevant department?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
Translation
Yes accept the documents I sent. I don't even know how to change the location. I didn't play with bonuses.
Automatic translation:
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3 weeks ago
Dear HSLhsl,
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.
