The player from Finland had her winnings voided. The casino informed the player that this decision was based on the fact that she had previously requested self-exclusion. Nonetheless, the request was not honored and the player was allowed to continue playing. We closed this complaint as 'Unresolved', because the casino failed to reply. Due to the reasoning the casino used to justify their decision in this case, the complaint was marked as 'Stupid excuse or fraud'.
Jupi Casino - Player's withdrawal requests are being canceled.
Black points: 6841
Amount: €3,777.02
Jupi Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
Unreasonable excuse
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I made more deposits at the casino and won a big win. I made a withdrawal request several times and the money was always returned to my game account. The message did not come as to why this was done. I asked in a chat and there was an answer when any document was missing. Eventually, when they accepted the documents (which I sent really a lot of), a message came out as to why I was using a VPN connection! Excuse me? I don't even know what it is.
Other casinos have never had any problems paying out winnings.
Unfortunately, I only read after winning a casino guru review. I wouldn’t have deposited at this casino if I had known about the bad reputation. I have all the documents and email messages / chat conversations on file. What can be done about it?
regards
Miia
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2 years ago
Dear Passion222,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?
Also, do I understand correctly that your account has never been marked as verified?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hey,
I haven't played with bonuses and I haven't picked up winnings from a casino before!
I have not been told that my account has been verified. I have sent all the required documents and in the last post they appealed to the vpn (when there were no more documents they could have asked me for)! I have a normal internet connection and I really am not aware of any vpn connection!
regards
Miia
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2 years ago
Thank you very much Passion222 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.
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2 years ago
Translation
Hi, I got a € 500 payment from the casino (withdrawal limit € 500 per day). I'm hoping I'll get the rest. I'll let you know when I know the outcome.
regards
Miia
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2 years ago
Translation
Hey,
I made a new withdrawal request for € 500 and again the money was returned to my game account and I received an email that I am using vpn contact ??
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2 years ago
Dear Passion222,
Thank you for the updates. 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 and provide a statement on the case. Any relevant evidence can be forwarded to andrej.p@casino.guru.
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2 years ago
Translation
Hey,
now the casino closed my game account and announced that they need to do more research to make a payment. As a result, there may be delays in payments!
Quite incomprehensible, yes, my money was very good for them. How long will it take me to get my money? Really frustrating and disgusting when you can’t be trusted. For once, I was lucky and I won
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2 years ago
Thank you, Passion222, for the update. Unfortunately, we haven’t received any response from the casino yet. We will try to contact the casino via other means.
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’.
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2 years ago
Translation
Hello, Jupi casino closed my Game Account and announced that it would not pay me my winnings (€ 3777). I reportedly should be happy when they paid € 500 and I had deposited € 300, meaning I was left with a € 200 plus. This is a joke !!!
In their response, they relied on the fact that in October 2021 I had requested the closure of my Game Account. Did not close my game account and I played in December 2021 and won. Now it was closed when I deposited € 300 and I won !!
Really cowardly and dishonest action!
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2 years ago
Dear Passion222,
Thank you for your e-mails and for providing the additional information. Unfortunately, all our attempts to contact the casino team have been unsuccessful.
Do I understand correctly that the casino informed you that your winnings had been voided due to the fact that you’ve previously requested self-exclusion? In addition, do I understand correctly that you were allowed to deposit and play after October 11, 2021, despite the fact that you asked the casino’s support team to block your account indefinitely?
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2 years ago
Translation
Hey,
Yes, that's exactly what happened! I have also contacted the Curacao licensor. I sent them all the documents and a description of the incident.
regards
Miia
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2 years ago
Thank you, Passion222, for confirming.
The fact that your request to self-exclude was not honored is a failure itself, however, using the fact that you’ve previously requested self-exclusion despite not honoring the request as the reason to void your winnings is absolutely unacceptable. We believe that since the casino failed to block your gaming account within a reasonable time frame after you sent the request (in October 2021) and allowed you to continue wagering your funds until you requested a withdrawal in December 2021, all gameplay from the period should be considered valid and the winnings legitimate.
Unfortunately, since the casino team is unresponsive, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’. Due to the reasoning the casino team used to justify their decision in this case, this complaint will be marked as ‘Stupid excuse or fraud’.
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.
Please keep us posted on any updates regarding your complaint submitted to the licensing authority. My e-mail address is andrej.p@casino.guru.
The casino can reopen this complaint anytime.
