Jupi Casino - Hráč se snaží vybrat své výhry.

I created an account without reading it might not be the best site in the world to play on.

I paid 60 Eur and began my validation process. It took 2 weeks and 15 documents before they validated me.

After this I had 1500 euros left, I try to pay out and am asked 3 times to send new documents.

• a selfie with the documents I had already sent.
• 
  
• they have now approved them too

All of a sudden there is only 900 euros on my side and I still haven't managed to get a payment through

Hope you with your experience can help

attached are pictures of emails with casino, as well as an overview of how much I have uploaded - I have many more emails

I really just want my money paid out from the cheating side

Jeg oprettede en konto uden at læse det måske ikke var verdens bedste side at spille på.

Jeg indbetalte 60 Eur og begyndte min validerings process. Det tog 2 uger og 15 dokumenter før de validerede mig.

Herefter havde jeg 1500 euro stående, jeg prøver at udbetale og bliver 3 gange bedt om at sende nye dokumenter.

• et selfie med de dokumenter jeg allerede havde sendt.
• 
  
• de har nu godkendt dem også

Lige pludseligt står der kun 900 euro på min side og jeg har stadig ikke formået at få en udbetaling igennem

Håber i med jeres erfaringen kan hjælpe

vedhæftet er billeder af mails med casino, samt oversigt over hvor meget jeg har uploadet - Jeg har mange flere mails

jeg vil egentligt bare gerne have mine penge udbetalt fra den snyde side

Dear Djurhuus,

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. Do I understand correctly that part of your winnings disappeared? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other important communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

I had deposited 60 Euro without any kind of bonus - Then I had 1500 Euro standing now 3 weeks later. After hours of play and time spent on validation, they then remove 600 EURO so that there is only 900 Euro on the account.

I have now tried to pay out 500 Euros (which is the maximum per transaction again)

At no time have I had an active bonus that has had to be played through or otherwise

Jeg havde indbetalt 60 Euro uden nogen form for bonus - Så havde jeg 1500 Euro stående nu 3 uger efter. Efter timevis af spil og tid på validering, så fjerner de så 600 EURO så der kun står 900 Euro på kontoen.

jeg har så nu forsøgt at udbetale 500 Euor (som er max pr. transaktion igen)

Jeg har på intet tidspunkt haft en aktiv bonus, der har skulle gennemspilles eller andet

Thank you for your reply, Djurhuus. Do I understand correctly that you have not received any explanation regarding the missing winnings?

Could you please advise when exactly you requested this withdrawal?

It has been 10 days since I asked why they removed 900 Euro from my account. They don't answer that

in the meantime I think they have completed the first payment, but 5 days have passed and the money has not arrived

I just need to get my money away from that site too 🙂

Det er 10 dagen siden jeg spurgte om hvorfor de fjernede 900 Euro fra min konto. Det svarer de ikke på

imellemtiden tror jeg de har gennemført den første udbetaling, men der er gået 5 dage og pengene er ikke kommet

jeg skal bare have mine penge også væk fra den side 🙂

Thank you very much, Djurhuus, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Djurhuus,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Please be informed that Jupi Casino has often ignored us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints, we keep on trying. Just to check, did you received any money from the casino yet? If so, how much and what is the remaining amount to be paid out to you?

We would like to invite Jupi Casino to join the conversation.

Dear Jupi Casino,

Can you please provide some information regarding the player's withdrawal?

I managed to get 500 euros out

and 200 more on the way. Have you spent 1 month fighting on……

they started approving the payout then

what I am most in doubt and in shock about is the 600 euros, all of a sudden

Jeg har lykkedes med at få 500 euro ud

og 200 mere på vej. Har jer brugt 1 måneds kamp på……

de begyndte at godkende udbetalingen da

det jeg er mest i tvivl og i chok over er de 600 euro, de lige pludselig

Removed and just writes "that the bonus may not win more than 15x the bet"

it seems very mysterious

Fjernede og bare skriver "at bonussen ikke må vinder mere end 15x indsatsen"

det virker meget mystisk

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.

Dear Djurhuus,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Antillephone Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

I can only recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

Best regards,

Michal