Jupi Casino - El jugador tiene problemas para completar la verificación de la cuenta.

In total I deposited €600 and now €9000 in my casino account. I played there three weeks ago and paid out 2x €500. The first payments took a very long time and documents were repeatedly requested.

Now I would like to pay out the entire €9,000. Due to the limit, only €500/day is possible. The first €500 was paid out without any problems, but now documents are constantly being requested and payment requests are canceled without justification.

Insgesamt habe ich 600 € eingezahlt und nun 9000€ auf meinem Casino Konto. Vor drei Wochen habe ich dort bereits gespielt und 2x 500€ ausgezahlt. Die ersten Auszahlungen haben sehr lange gedauert und immer wieder wurden Dokumente nachgefordert.

Nun möchte ich die gesamten 9.000€ auszahlen. Aufgrund des Limits sind nur 500€/ Tag möglich. Die ersten 500€ wurden ohne Probleme ausgezahlt, aber nun werden ständig Dokumente nachgefordert und Auszahlungsanträge ohne Begründung storniert.

Dear thebaron98,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Good day. I understand that casinos need to screen players. I totally understand that. My account was already verified a few weeks ago when I previously withdrawn €1000. I have neither deposited with another payment method nor changed anything else. And yet the casino keeps coming up with new things that are still needed for verification.

In an email I asked the casino to let me know which documents are still needed. After all, I don't want new documents to be constantly requested. This has the consequence that my payout is canceled and I can wait three days again.

On April 20, I emailed the requested documents (photo of the front and back of my credit card). On April 21st they wrote to me that the files are in the wrong format and too large and cannot be opened.

Then, on April 21st, I emailed the photos of the credit card to the casino as a JPG and under 3 MB. No response since April 21st.

I hope to get an answer from the casino in the next few days.

Guten Tag. Ich verstehe das die Casinos die Spieler überprüfen müssen. Dafür habe ich absolutes Verständnis. Mein Konto wurde bereits vor einigen Wochen verifiziert, als ich schon einmal 1000 € ausgezahlt habe. Ich habe weder mit einer anderen Zahlungsmethode eingezahlt noch sonstiges geändert. Und dennoch lässt sich das Casino immer wieder neue Dinge einfallen die zur Verifizierung noch benötigt werden.

In einer E-Mail habe ich das Casino darum gebeten, mir mitzuteilen, welche Dokumente noch benötigt werden. Schließlich möchte ich das nicht, dass ständig neue Dokumente nachgefordert werden. Dies hat nämlich zur Folge, dass meine Auszahlung storniert wird und ich wieder drei Tage warten darf.

Am 20. April habe ich die nachgeforderten Dokumente (Foto von Vorder und Rückseite meiner Kreditkarte) per E-Mail zu gesendet. Am 21. April schrieb man mir, dass die Dateien das falsche Format haben und zu groß wären und man sie nicht öffnen kann.

Daraufhin schickte ich direkt am 21. April die Fotos der Kreditkarte als JPG und unter 3 MB via Mail ans Casino. Seit dem 21. April keine Antwort mehr.

Ich hoffe ich erhalte die nächsten Tage eine Antwort seitens des Casinos.

Thank you very much, thebaron98, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Jupi Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello thebaron98,

I looked at your complaint and will do my best to help you. I would like to invite Jupi Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification and withdrawal, please?

There is news. The casino has now informed me that all winnings have been frozen and are no longer available for withdrawal. The payout is denied and my account is now at 0€.

Dear Casino Guru Team, Please take care of this incident. According to the terms and conditions, I have at least the right to a withdrawal of €5000!

Es gibt Neuigkeiten. Das Casino hat mir nun mitgeteilt, dass alle Gewinne eingefroren sind und nicht mehr zur Auszahlung zur Verfügung stehen. Die Auszahlung wird verweigert und mein Konto ist nun auf 0€.

Liebes Casino-Guru-Team, Bitte kümmert euch um diesen Vorfall. Laut allgemeinen Geschäftsbedingungen habe ich mindestens Das Recht auf eine Auszahlung in Höhe von 5000 €!

We would like to ask the Jupi 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least 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 ask to reopen this complaint anytime.