Jupi Casino - The player's winnings were capped.

Boa Tarde

Este casino retirou da minha conta 932.48€, dizendo que não poderia ter um ganho superior a 5x o bonus de fidelidade.

1º Eles não são obrigados a dizer que estou a jogar com bonus ?

2º Dizem que devo ter recebido email, já vi e não recebi , eles não são obrigados apresentar prova do email?

3º Os bónus não deveriam vir indicados nos (bónus ativos)?

4º Tinha feito precisamente nesse dia um deposito de 100€, como podem comprovar que o valor ganho foi com o bónus ou com o meu dinheiro?

Infelizmente estes Srs., não dão respostas, nem sequer á verificação das contas.

Hello Carla.1973,

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 if your account is already verified and is yes, since when exactly? Did you claim the loyalty bonus by your own or was it added automatically? Can you please forward your deposit, bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Carla.1973,

Since when exactly is the verification ongoing?

Regarding the capped winnings, as long as you accumulated the money with the loyalty points, I doubt there is anything we would be able to do as if the maximum win limit applies, the casino paid out the money according to their terms.

Os últimos documentos foram enviados a 7/ 2. Quanto aos pontos de fidelidade, o jogador não tem o direito de ser informado quando é que está a jogar com esses pontos?

Apesar,no chat pergunta se eu não recebi um e-mail a informar. Eu não recebi e-mail nenhum.

Thank you Carla.1973 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Carla.1973,

I'm Michal, and I have taken over your complaint. As far as I know, Jupi Casino doesn't usually credit bonuses automatically, they have to be selected in the casino account before depositing, but this was for the "normal" welcome or reload deposit bonuses. If this was your case then these bonus rules apply:

12.3.3 All Free spins, Freebets, Bonus Chips, are valid for a period of 7 days from the time when they are credited to the players’ account. After the period of 7 days the aforementioned promotional materials expire and are not claimable or refundable. Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback Bonus given. Any winnings above that will be forfeited. Max winnings from season/special promotions (including, but not limited to, Christmas Bonuses, Easter Bonuses, Halloween Bonuses) for 200% and above Bonus threshold, are limited to four (4x) times the initial deposit amount. Max winnings for bonuses between 150% - 199% Bonus threshold, are limited to eight (8x) times the initial deposit amount. Max winnings for bonuses between 120% - 149% threshold, are limited to ten (10x) times the initial deposit amount. Max winnings for bonuses between 100% - 119% threshold, are limited to fifteen (15x) times the initial deposit amount. Max winnings for bonuses between 25% - 99% threshold, are limited to twenty (20x) times the initial deposit amount. Any winnings above those limits will be forfeited.

Ideally, we would like to see if there was really a bonus claimed on your side, but just to let you know, Jupi Casino has ignored us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite Jupi Casino to join the conversation.

Dear Jupi Casino,

Can you please provide information on how and which bonus was claimed in the player's casino account?

We would like to ask the 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 the complaint as ‘unresolved’ which may negatively affect its rating.

Então quer dizer que se não responderem eu perco o valor que tenho direito e o casino só fica com pior reputação. E nossos direitos? Não existe uma entidade Superior?

Dear Carla.1973,

I understand your frustration, but sadly there is not much that can be done without the casino's cooperation. We have no legal power to force the casinos to cooperate. The casino has not been responsive to me yet, but I'm still trying, so let's hope they will change their approach.

Dear Carla.1973,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Antillephone Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

I can only recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

Best regards,

Michal