Jupiter Club Casino - Player’s struggling to complete KYC verification.

They requested my bank routing and deposit numbers and said they would get back to me in 3 to 7 working days if they needed more information. It's been more than 3 to 7 working days and I have heard nothing. I have sent there support team 3 different emails. On there website it shows 150.37 that can be reversed if I choose to do so they have to show somewhere that I have a withdraw of this amount coming so why won't the respond to my emails? By the way I have tried to reach them thru there chat line but it always says that they are busy and up pops there email support line

Thank you for any help

Don

Dear Don,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I apologize, but I am not sure I understand your problem correctly and I will need more information so we can offer better advise. Would you be so kind and describe the situation in more detail? Are you trying to verify your account in order to withdraw your winnings, but the casino isn’t responding to your emails?

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

Best regards,

Kristina

I requested a withdraw. They acknowledged my request and said if they needed more identification from me to process the withdraw they would let me know but if they didn't need any more they would process my withdraw. That was the last I heard from them. They won't answer my emails I have sent them trying to find out if they are processing my withdraw or if they need more information sent to them.

Don

Thank you very much Don for your reply. I will now transfer your complaint to my colleague Juli 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.

Hello Don,

Could you please advise if you have tried to communicate this issue with the casino? Please forward any relevant communication to yuliia.k@guruadmins.com.

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,

Juli

yes I tried a couple of times. I sent you copies of my emails that I sent to there support team.

Don

Hello Don,

Thank you for the quick reply via e-mail. We will contact the casino and ask for their cooperation to resolve this matter.

I guess they ain't going to pay me or even answer back. They still show that the amount I requested to withdraw as a balance.

Don

We would like to ask the 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’ which may affect its rating.

Hi Don and Casino Guru members.

We would firstly like to thank you for your feedback, and congratulations on your recent win.

We trust that everyone is keeping safe.

My Support Team has confirmed that Correct Documents were received on the 28th of May 2020.

Don, would you kindly contact my support team either via live chat or if unable to reach them, then via Toll-Free Phone on 1 800 253 5048 at your earliest convenience to complete the Telephonic verification so we may processed with the withdrawal process.

We hope that Lady Luck does not leave your side, and congratulations once again.

Warm Regards,

Grand Prive Support Team

I dialed the 1-800-253-5048 and a recording says that number is not in service.

Don

I tried to get verified via live chat like they said to do. I talked to Luke who told me to hold on while he looked into my account. He proceeded to disconnect from our chat. I went back into the live chat and talked to a Jennifer. She told me that lave chat verification was for people who didn't speak English. She asked me if now would be a good time to have someone call me. I told her it would be. She asked me to hold on. I said ok but she disconnected our chat. I tried to get back into live chat but it said all operators were busy. The right now phone call Jennifer said she would have done was going on an hour ago. I think this casino is nothing but a bunch of crooks. If you can get them to send me my withdraw of 150.65 I will be very surprised.

Thank you,

Don tipton

Hello Don,

Is there any new information regarding your case? Thank you in advance for your reply.

no!

don

Hello,

I would kindly ask the casino where is the problem with verification. We would like to know which documents you are still missing, so the player can provide them as soon as possible.

I sent them an email asking them if they need more documents

don

My bank shows 130..65 was deposited in my account. This s from Jupiter club I think. Thanks for all tne help.

Don Tipton

That's great news, congratulations! You are very welcome. Thank you for using the Casino Guru complaint resolution center. We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.