Jupiter Club Casino - Player's winnings were void.

Signed up with JC casino was awarded a bonus and completed wager requirements. Won $150 cashout . Waited 3 days for winning to arrive to be told because I have an account with sister casino sights I lose my winnings. Really?

Dear Eddie123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Did the casino specify a specific rule from their terms and conditions in order to justify confiscating your winnings? Did you open more than one account in this particular casino in the past?

Do I understand correctly the bonus you redeemed didn't require a deposit?

Looking forward to hearing from you.

Best regards,

Tomas

This was my first time visiting casino. I've played with other casinos I've learned were under the same technology. Yet it doesn't state that I can't play with those casino's.. They accepted my email upon signup and awarded me the bonus. Which doesn't happen if you have multiple accounts..

Heres a copy of my withdrawal receipt I wasn't awarded

I never received anything!! I was going to attach chat messages but they've been deleted.

Did the casino contact you via email or the accusations were made via live chat only? Would you be able to send any relevant communication between you and the casino? My email is tomas@casino.guru

Did the casino specify which brands you have the accounts in?

Dear Eddie123,

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.

No the casino didn't specify brands I had accounts with which I feel should have been made clear upon registration. If it's a sister sight than you shouldn't be able to join if playing with those accounts void any winnings. The conversation was via live chat only. I wasn't able to save any of those conversations Only in the end did they bring forth the brands I had accounts with.

Thank you very much, Eddie123, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Eddie123,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Jupiter Club Casino to the conversation to participate in the resolution of this complaint.

Thank you!! I very much appreciate you guys for at least listening to my complaint. Your service whatever the outcome was above the margerin I expected.

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.

Good Afternoon Peter and Eddie123

Thank you for your patience. The Support Agents have gone through the Eddie123 account and here are their findings.

Firstly I do agree with you that the terms can be more clear on how it works with sister casinos but there are 2 accounts on Jupiter Club which is not allowed as per the Terms and Conditions (I have copied and pasted the terms below).

According to the Support Team this account was created on Jupiter Club from four years ago and on this account 1 no deposit bonus and 9 free game bonuses was claimed - email in use e69curry@gmail.com (JC)

"3.3. Only ONE account per player/household/IP address is allowed. The Player shall not allow any other person or third party including, without limitation, any minor, to use or reuse the Player's account, access and/or use any materials or information from the website, accept any prize, or participate in the Games.

3.4. Jupiter Casino reserves the right to close all multiple accounts and, should management have reasonable grounds to suspect that the multiple accounts were opened with fraudulent intentions, we reserve the right to cancel any transaction related to the suspected fraud attempt."

If there are any concerns or queries regarding the above response please do not hesitate to reach out to me.

Regards

Janine

Acquisition Operations Manager

Dear Eddie123,

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.