The player from Italy had her account verified and requested a withdrawal. She was informed that the withdrawal was processed, but she had not received it and later found out her account was closed. She was not provided an explanation. We closed the complaint as ‘unresolved’ because the casino failed to reply.
Jupiter Club Casino - Player’s account has been blocked.
Black points: 553
Amount: €2,000
Jupiter Club Casino
Safety Index: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.
4.7
Jupiter Club Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hi, I registered on this casino about a week ago, I won a sum that I don't remember exactly, but it was around 2000 euros, I sent the documents and everything and they verified my account.
Yesterday, I logged into my account normally and I also spoke in live chat to find out the timing of the withdrawal, and they told me that they paid me tomorrow (i.e. today) ... then a little while ago I tried to enter the casino again to my surprise I found that the account was blocked ... can you help me get my money back?
Automatic translation:
Public
Public
3 years ago
Dear Yasmine,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed, so it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
We will leave this complaint opened and if there is no development within the given time frame, we will intervene. In the meantime, would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Hi, maybe you didn't understand that they closed my account! I can't enter it anymore ...
However there have been some developments, last night I chatted with the live chat, and they confirmed that my account has been closed by the financial team but that I am not given the reasons, and in addition the withdrawal has been declined .. .
Automatic translation:
Public
Public
3 years ago
I understood you and we consider this practice okay as long as the casino refunds the remaining balance. Since your withdrawal has been declined, would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru?
Public
Public
3 years ago
Translation
I'm sorry but the casino has stopped communicating with me, I have nothing to send you, for this reason I have contacted you, because I want them to answer me or at least give me the withdrawal money
Automatic translation:
Public
Public
3 years ago
Thank you very much Yasmine for your reply. I will now transfer your complaint to my colleague Andrej 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.
Public
Public
3 years ago
Dear Yasmine,
I’ll be in charge of your complaint from now on. I’ll try my best to resolve the issue as soon as possible.
I would like to invite Jupiter Club Casino to join this conversation.
Dear Jupiter Club Casino,
Can you please explain the reasoning behind your decision to confiscate Yasmine’s funds? You can also forward any relevant information to my e-mail address andrej.p@casino.guru.
Public
Public
3 years ago
We would like to ask Jupiter Club 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’.
Public
Public
3 years ago
Dear Yasmine,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as 'unresolved'.
I am very sorry I couldn't be of more help. Please note that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
