Jupiter Club Casino - Player’s account has been blocked.

On March 17, I won a jackpot playing Legends of Avalon. This jackpot was won using a deposit I made with usd via credit or debit card. The total amount in my bank after winning the jackpot, was $354,848.81. I attempted to withdraw, but could not do so via bitcoin. When I spoke with customer service, I was informed that I just make a bitcoin deposit in order to withdraw via bitcoin. I then, proceeded to make a $20 or $25 deposit via bitcoin. Once finished, I requested a withdrawal via bitcoin in the amount of $10,000, which was the limit on cash out for the week. After waiting a few days, my withdrawal request was voided by admin without documented justification. When I contacted support on March 21, 2022, they said that I was on a negative list due to my card being compromised at a different casino. They advised me to email support with the following: 1. Copy of your Driver’s license and the card holder’s driver’s license 2. Copy of a Utility Bill in your name, not older than 6 months 3. Front and signed back copy of the card. I immediately sent the email with the requested information. I was also asked to provide an explanation of what happened with my compromised card. I explained that my card was compromised at a separate casino, but that the issue was cleared up and the compromised card was never used on this site. I was told that my account would be reviewed and I could then proceed with my withdrawal. Upon attempting again, my withdrawal was once again voided. I have contacted this casino on multiple occasions to request payout and customer service does not attempt to help me in any manner. Since I was requested to send in the documents, my account was still active until about a week ago when I contacted lcb.com to express my dissatisfaction with the casino being unwilling to pay out the money that I won. The following day, my account was locked and the casino’s customer service and managers will not provide me with any information or confirm any information regarding my account. Please help.

Dear Samng0000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. Meanwhile, could you describe how exactly was your card compromised?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, thank you for your help! Yes, my account was fully verified. I was playing slots only. My card was compromised at a separate casino which I had never played at. That card was immediately closed and was never used at Jupiter club. I explained this to the casino. I’m sending screenshots of my winnings and my conversations with the casino seeking assistance without being provided any.

Thank you very much, Samng0000, for your reply. Could you please advise if you saved any screenshots of your winnings and if they've been accumulated with or without an active bonus?

Hi, here is a screenshot of the winnings. I did not have an active bonus at the time of my winning.

Could you please advise if you have used this specific (compromised) credit card to deposit funds into your Jupiter Club Casino account? How exactly was the card misused in the past, please?

Hi, I did not use this card at this casino at all. My account was compromised at a previous casino and the card saved on my profile was used to make 2 large deposits and then attempted to withdraw immediately. Fortunately, there was playthrough required so they were unable to.

I understand better now. Thank you very much, Samng0000, for the clarification. Is there any relevant communication that would shed even more light on this case? If yes, please forward it to petronela.k@casino.guru.

Dear Samng0000,

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

Thank you very much, Samng0000, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you for your help! I have more photos from the conversations but it will only allow me to upload 6 photos at a time.

Hello Samng0000.

I am sorry to hear about your troubles.

Generally in situations like this, when the account is flagged as possible fraud, the casino ( for your own safety ) blocks the account and clarifies the situation with the player and based on the evidence decides what to do next.

I would like to invite the casino representative into the case:

Could you please tell us what happened? Why Samng0000's account has been blocked and how to proceed now?

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’.

Dear Samng0000, is there any update regarding this case? Did the casino unblock your account, or at least write you something?

Hi, thank you for getting back to me. The casino has not been in touch. I just checked again and my account is still locked.

I've contacted the casino representatives via Skype.

They promised that they reply to you soon here.

Hello Samng0000.

Unfortunately, the casino is non-responding. 

I would strongly recommend you contact the casino's regulator.

If you need help, let me know, and I will gladly help you.

Dear Samng0000,

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

Unfortunately, in this case, we are missing crucial information from the casino and the player to decide.

We received partial information from the casino about why Samng0000's account was locked. However, we didn't consider this information sufficient.

The best option would be to contact the licensing authority - but Samng0000 stopped responding, and therefore we decided to reject this case.