Jupi Casino - Withdrawal of player's winnings has been delayed.

I have fought a battle with Jupi casino

at first it took me over a week to be verified. Now finally, after a struggle with various documents, they have approved the payment. The problem is it's only been a week now. Over 5 banking days as they kept claiming that would be the maximum. When I contact them they just say I have to be patient and that the first payment takes longer. Never received an email or document that they have approved the payment. Live chat works like a robot and they only respond to mail at 72 hour intervals. Won the money on the 10th in this way and today the 24th I have not seen the shadow of my payout.

Dear Malej91,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My account is fully approved. My payment has been approved. It is the transfer itself.

I applied for the payment on the 15th, it should have been approved on the 17th, I have written from several of their live chat employees. Now I get an email if it has been approved until d25. This is also scam guaranteed because according to their own terms they have to process it within 72 hours and not 10 days.

Dear Malej91,

Have you received your withdrawal from the casino yet?

No. My money is gone from my account. They now claim that they cannot transfer to my IBAN number and I must send another IBAN number and documents for the new IBAN number.

Thank you very much for your reply, Malej91. Have you already provided all the required information? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They contradict themselves all the time. Now I have to make a new deposit to be able to get my money paid out, but my €500 is gone from my gaming account with them. Have asked probably 5 times why my money is not in my account but they avoid the question and answer something else instead. My money is gone and I don't see how I can make a new withdrawal as long as my money is not in my playing account

Malej91, did the casino confiscate your winnings? Moreover, I still haven't received the required communication between you and the casino.

Dear Malej91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.