Jupi Casino - La retirada del jugador se ha retrasado.

Hello, I verified the account and it took a long time, always saying that it was verified and then new documents. Now I did windowwall and it was canceled due to technical problems at the casino. I'm waiting + 2 weeks and now I have to wait another 3 days and who knows it will be canceled again, I want to complain about this and the regulator too.

Ola, verifiquei a conta e demorou muito tempo, sempre a dizerem que estava verificado e depois novos documentos. Agora fiz widrawall e foi cancelado devido a problemas.tecnicos no casino. Estou a espera + de 2 semanas e agora tenho de esperar mais 3 dias e quem sabe voltará a ser cancelado, quero fazer queixa disto e no regulador também.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Good afternoon.

Kyc was done successfully but they said that the account was verified and that I could do widrawall but then they asked for new documents. They were all approved. I made a new withdrawal and they canceled with the reason Casino tecnhical inssue, I made a new withdrawal and I'm waiting for the answer.

Boa tarde.

Kyc foi feito com sucesso mas diziam que conta estava verificada e que podia fazer widrawall mas depois pediam novos documentos. Foram todos aprovados. Fiz novo levantamento e cancelaram com o motivo Casino tecnhical inssue, fiz novo levantamento estou a espera da resposta.

Chat responds quickly.

O chat responde rápido.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Última resposta deles ;

We can understand your disappointment and we do apologize for the inconvenience caused by this technical issue which resulted into your withdrawal being cancelled again.

Your withdrawal request has already been forwarded to the responsible department. You will receive the update by email as there should be no issues going forward. 

We kindly request your patience once again. You will also receive an automatic email once completed and approved.

Thank you for understanding.

Veremos agora qual será a desculpa para não aprovar. Eu gosto dos jogos do Casino pena demorarem tanto a pagar

The chat responds quickly, although they say that at the level of withdrawal is not that department.

O chat respondem rápido, apesar de dizerem que a nível de levantamento não é esse departamento.

Hello 619619111

I'm Michal and I have taken over your complaint. From the information you have provided, it looks like the Casino is willing to resolve your complaint and your withdrawal request should be processed without any issues, so I would kindly advise you to be patient and give the casino a bit more time. Please keep us updated when you either will or will not receive the withdrawal so that I can move to the next step by contacting the casino.

Best regards,

Michal

Casino has canceled the withdrawal again by technical issue, please contact them my account email is ***@gmail.com

Casino voltou a cancelar o levantamento por tecnhical issue, por favor entre em contactos com eles meu email da conta é ***@gmail.com

Hello 619619111,

I have reviewed your case and will contact the casino to see if I can help.

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

Dear Jupi Casino,

Can you please provide some information regarding the technical issues of the player's withdrawal/s?

Second time the withdrawal is canceled due to technical problems....

Segunda vez que é cancelado o levantamento devido a problemas técnicos....

I'm still waiting today I made a new survey so far nothing, in the chat they say they will respond by email...

Continuo a espera hoje fiz novo levantamento até agora nada, no chat dizem que vão responder por email...

Today I sent several emails, they did not respond to any, all saying to approve my survey

Hoje mandei vários emails, não responderam a nenhum, todos a dizer para me aprovarem levantamento

New reply from them.....omg

Nova resposta deles.....omg

Hello 619619111,

Thank you for the updates and screenshots. I fully understand your frustration but we need to give Jupi Casino time to react.

Best regards,

Michal

Now it says it's under maintenance...

Agora diz que está em manutenção...

I have already filed a complaint with askgamblers and sent an email to the regulator. Anyway, I don't think I'll ever see the 1000 euros again, this Casino has to close. Pure scam.

Já fiz queixa no askgamblers e enviei email para o regulador. Enfim, acho que nunca mais vou ver os 1000 euros, esse Casino tem de fechar. Scam puro.

They said to wait 3 business days for processing, Monday is the third day. Used to cancel on the second business day, let's see what happens Monday

Disseram para aguardar os 3 dias úteis para processamento, segunda feira é o terceiro dia. Custumavam cancelar no segundo dia útil, vamos ver o que acontece segunda feira

At the moment the pending withdrawal is no longer on the site. I await a response via email confirming approval.

Neste momento o levantamento pendente já não está no site. Aguardo resposta via e-mail da confirmação da aprovação.

First survey completed successfully

Primeiro levantamento concluído com sucesso

Hello 619619111,

so if I understand it correctly, your first withdrawal request was completed successfully and you did receive the funds?

Best regards,

Michal

Yes, now they took 250 euros from my account not to play at this casino. Never.

Sim, agora retiraram me 250 euros da conta não jogar neste casino. Nunca mais.

Can you please confirm if you have accumulated your winnings with or without an active bonus? How much was your initial deposit from which you accumulated your winnings? How much from your "whole" winnings did you receive in your account from the casino?

Best Regards,

Michal

I put 50 euros no deposit, won 1000. Casino took 250 euros from me under their terms, never play at this casino.

Coloquei 50 euros sem depósito, ganhei 1000. Casino retirou me 250 euros pelos seus termos, nunca jogar neste casino.

I only received 500 euros

Recebi apenas 500 euros

I'm sorry, I do not fully understand your reply, you probably misspelled the sentence. Can you please clearly state if you have played with, or claimed any bonus when you accumulated your winnings?

Regards,

Michal

I didn't play bonuses, I don't use bonuses. Personal deposit money only

Não joguei bônus, não uso bônus. Só dinheiro de depósito pessoal

Biggest scam in the world.

Maior scam do mundo.

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’.

Casino accused me of cheating, just got lucky and won money, don't play at this casino, ever.

Casino acusou me dê batota, apenas tive sorte e ganhei dinheiro, não jogar neste casino, nunca.

Hello 619619111,

thank you for clarifying that you have not played with any bonus. So far I have not received any response from Jupi casino, but I will keep on trying. As I understand it correctly you did receive 500€ for your first withdrawal request, but the second request of another 500€ has been canceled, and Jupi casino has sent you an email where as far as I understand it correctly accused you of breaching their terms. Has the casino informed you about breaching any rules like using forbidden strategies or similar? The only thing from my point of view Jupi casino can apply is the maximum win rule:

63.4 A player with 1 deposit only will be eligible to cash out a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request.

which is clearly stated in their Terms and condition. With this being said, we do not agree with this rule and it is against our Fair gambling codex.

Our position:

If win limits are required by laws or regulations, we tolerate them. We accept them as a necessary evil. We would like to see them gone, but we understand that casinos need to follow regulations. But, on the other hand, If a casino voluntarily applies a lower win limit, we decrease its reputation rating and warn players against the casino's restrictive win limit.

Best regards

Michal

I didn't cheat at all and played 3x more than I deposited which is a casino rule. Casino accused me of cheating which I clearly didn't do. It's pure scam. report this

Não fiz batota nenhuma e joguei 3x mais do que depositei que e uma regra do casino. Casino acusou me dê batota que claramente não fiz. É puro scam. Reportar isto

But I due to this rule made a second deposit

Mas eu devido a essa regra fiz um segundo depósito

This casino robs people accused of cheating and robbed me of 750 euros. They had already stolen 250 euros due to the deposit x 15 rules. Now they say I cheated, any player who wins money here is cheating. I want to complain about them to the entity because they accused me of cheating, they took my money.

Este casino rouba as pessoas acusaram de batota e roubaram me 750 euros. Já tinham roubado 250 euros devido às regras do depósito x 15. Agora dizem que fiz batota, qualquer jogador que ganhe dinheiro aqui é batota. Quero fazer queixa deles à entidade porque acusaram me dê batota, ficaram com o meu dinheiro.

Can you please be more specific about this? "This casino robs people accused of cheating and robbed me of 750 euros." From the information, you provided earlier I was under the impression that Jupi Casino has paid you already 500€. And according to the information from the emails you have exchanged with the casino, it looks like you should receive another 250€ so please can you specify the correct disputed sum?

I had 1500 euros in balance, casino took 750 euros from me for saying I cheated.

Eu tinha 1500 euros em saldo, casino tirou me 750 euros por dizer que fiz batota.

Casino paid me 500 and now I'm waiting for the last withdrawal of 250 euros but I had 1500 in my account!!!! I was robbed of 750 euros by this scam

Casino pagou me 500 e agora estou a espera do último levantamento de 250 euros mas eu tinha 1500 na conta!!!! Fui roubado em 750 euros por este scam

Thank you for clarifying the disputed sum. I fully understand your frustration but we still need to give Jupi Casino time to react. However, I would like to warn you that Jupi Casino ignored us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Best regards,

Michal

Pure casino scam, should close.

Puro scam casino, devia fechar.

I sent an email to the regulator, they ignored it

Mandei e-mail para regulador , ignoraram

Casino paid me the 250 euros. I closed the account but I was left without 1000 euros in it. Do not play at this casino. Pure scam. 30 days to receive 750 euros..

Casino pagou me os 250 euros. Fechei a conta mas fiquei sem 1000 euros na mesma. Não joguem neste casino. Puro scam. 30 dias para receber 750 euros..

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’.

Scan casino, closing this casino robbed me of 1250 euros.

Scan casino, fechar esse casino roubou me 1250 euros.

Casino refunded me the money that had withdrawn 750 euros and said if I want I can withdraw. I'm happy.

Casino devolveu me o dinheiro que retirou 750 euros e disse se eu quiser posso fazer o levantamento . Estou contente.

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’.

Casino paid me everything, after a big fight, email to regulator, complaint to askgamblers and complaint to the guru, Casino decided to return money that I had withdrawn for saying I cheated. Obviously I was lucky and won and no cheating, I did the withdrawal and managed to withdraw all the money I won. I don't recommend playing here. Fortunately it was only 1500 euros. Do not play at this casino

Casino pagou me tudo, após grande luta, email para regulador, queixa no askgamblers e queixa no guru, Casino resolveu devolver-me dinheiro que me.tinha retirado por dizer que fiz batota . Obviamente tive sorte e ganhei e nada de batota, fiz o levantamento e consegui retirar todo o dinheiro que ganhei. Não aconselho jogarem aqui. Felizmente foram só 1500 euros. Não joguem neste casino

Great news, 619619111. I'm glad to hear that you successfully received your winnings. In the future, when you don't want to go through this kind of experience I would kindly advise you to check and play in the recommended casinos from our list. We pride ourselves on having one of the largest casino reviews database on the market where we fairly review and rate every casino so the players can see what they can expect from each casino and freely choose where to play. We will now close this complaint as ‘resolved’ in our system. I would like to thank both parties for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal