Jupi Casino - Las ganancias del jugador han sido canceladas.

We strongly believe and have solid evidence that you are not the account holder.

3.7 An Account Holder must not permit any other person, including minors, to use or re-use their Account.

Wir sind fest davon überzeugt und haben solide Beweise dafür, dass Sie nicht der Kontoinhaber sind.

3.7 Ein Kontoinhaber darf keiner anderen Person, einschließlich Minderjährigen, gestatten, sein Konto zu verwenden oder wiederzuverwenden.

Dear Natalia-Su,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

Do I understand correctly that you have been accused of allowing a third party to access your casino account?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela and thanks for your help 🙂

On 10/21/2022 I registered at Jupi Casino and deposited €50, in the end I had €1,570.01 in my account and wanted to withdraw €500, then it all started.

We regret to inform you that the withdrawal request has been declined. We should set up a video call before we process withdrawals.

The video call was made on 11/18/2022 around 1pm.

after 30 minutes this email came

We would like to inform you that the relevant department has completed the verification process of your account and the amount of 1570.01 EUR has been removed from your account due to the following terms of our Terms and Conditions:

We strongly believe and have solid evidence that you are not the account holder.

I made myself clear in the video call, confirmed all my details.

Kind regards

Natalia

Hallo Petronela und danke für deine Hilfe 🙂

Am 21.10.2022 habe ich mich bei Jupi Casino registriert und 50 € eingezahlt, am ende habe ich 1.570,01 € auf dem Konto und wollte 500 € auszahlen, dann hat das ganze angefangen.

Wir bedauern, Ihnen mitteilen zu müssen, dass der Auszahlungsantrag abgelehnt wurde. Wir sollten einen Videoanruf vereinbaren, bevor wir Auszahlungen bearbeiten.

Der Videoanruf wurde am 18.11.2022 gegen 13 Uhr durchgeführt.

nach 30 Minuten kam diese E-Mail

Wir möchten Sie darüber informieren, dass die zuständige Abteilung den Überprüfungsprozess Ihres Kontos abgeschlossen hat und der Betrag von 1570,01 EUR aufgrund der folgenden Bedingungen unserer allgemeinen Geschäftsbedingungen von Ihrem Konto entfernt wurde:

Wir sind fest davon überzeugt und haben solide Beweise dafür, dass Sie nicht der Kontoinhaber sind.

Ich habe mich klar und deutlich im Videoanruf gezeigt, hab alle meine Daten bestätigt.

MfG

Natalia

Thank you very much, Natalia-Su, for the clarification. Have you recorded the video call by any chance? Could you forward it to petronela.k@casino.guru? Additionally, could you advise if your account was successfully verified in the past, or if you withdrew any winnings previously? Which games you were playing?

@Petronela 🙂 I emailed YOU.

Kind regards

@Petronela 🙂 ich habe SIE per E-Mail kontaktiert.

MfG

Thank you, Natalia-Su, for your email. Unfortunately, you haven't answered any of my questions. Could you please elaborate?

I have an audio recording that lasts 10 minutes.

My account was successfully verified and I received the confirmation via email as well.

I have not paid out any winnings.

Mainly only sports betting was played and some slots.

Kind regards

Natalia

Ich habe eine Audioaufzeichnung, die geht 10 Minuten.

Mein Konto wurde erfolgreich verifiziert und die Bestätigung habe ich auch per E-Mail erhalten.

Ich habe keine Gewinne ausgezahlt.

Hauptsächlich wurde nur Sportwetten gespielt und etwas Slots.

MfG

Natalia

I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.

Dear Petronela :-) the Jupi Casino also offers sports betting.

I wagered €1,570 and the site won't pay me the money because they think I cheated and I'm not.

Whether casino or sport, it doesn't matter, Jupi Casino refuses to pay out winnings to the player.

I would be very grateful if they contact Jupi Casino as well.

The responsible licensing authority has already been contacted and I have also engaged a lawyer.

I want to take action against Jupi Casino at any cost as I am 100% RIGHT.

How can you help me 🙂

Liebe Petronela :-) das Jupi Casino bietet auch Sportwetten an.

Ich habe 1.570 € umgesetzt und die Seite will mir das Geld nicht auszahlen, weil die der Meinung sind, das ich betrogen habe und das ich es nicht bin.

Ob Casino oder Sport das spielt keine Rolle, das Jupi Casino weigert sich gewinne an den Spieler auszuzahlen.

Ich wäre sehr dankbar, wenn sie auch das Jupi Casino kontaktieren.

Die zuständige Lizenzbehörde wurde auch schon kontaktiert und ich habe auch einen Anwalt eingeschaltet.

Ich will gegen das Jupi Casino vorgehen, um jeden Preis, da ich 100 % im RECHT bin.

Wie können sie mir helfen 🙂

Dear Natalia-Su,

With all due respect, it does matter if player accumulated their winnings with sports betting or while playing slots. You wrote that you played mainly sports and some slots only. Is that correct? Have you accumulated your winnings by betting on sports?

The accumulated winnings were mainly achieved through sports betting.

Die angesammelten Gewinne wurde hauptsächlich durch Sportwetten erziel.

@petronela

I want to ask them something, unfortunately they don't reply to my emails :-(

@Petronela

Ich möchte sie etwas fragen, leider antworten sie nicht auf meine E-Mails :-(

OK, since your winnings were accumulated mainly (and not entirely) through sports betting, we will try to contact the casino and assist you. However, could you please forward any relevant communication before we do so?

You will receive all notifications by email.

Kind regards

Sie bekommen alle Mitteilungen per E-Mail.

MfG

Waiting for your emails patiently. Thank you in advance.

Hello Petronela 🙂 the email with all relevant messages has now been sent to : petronela.k@casino.guru .

Kind regards

Natalia

Hallo Petronela 🙂 die E-Mail mit allen relevanten Mitteilungen ist jetzt an : petronela.k@casino.guru  geschickt worden.

MfG

Natalia

Thank you for the forwarded communication. Do I understand correctly that you submitted an official complaint to Curacao Licensing Authority already?

Yes I have.

I reported Jupi Casino on the page.

www.curacao-egaming.com

Ja, das habe ich.

Auf der Seite habe ich das Jupi Casino gemeldet.

www.curacao-egaming.com

I see. Have you received any reply from the Licensing Authority already? Could you please forward the audio recording from your verification call to petronela.k@casino.guru?

Yes, I have received several responses from the regulatory agency.

The whole thing was forwarded to: petronela.k@casino.guru.

Ja, ich habe mehrere Antworten von der Zulassungsbehörde erhalten.

Das Ganze wurde an: petronela.k@casino.guru weitergeleitet.

Thank you, Natalia-Su, for the forwarded communication. I can see that you submitted your official complaint to the wrong Licensing Authority. This is the correct email address that should be used when filing an official complaint certria@gaminglicences.com.

Could you please forward the audio recording from your verification call to petronela.k@casino.guru or live:petronela.bb.svk? Thank you in advance.

I just contacted her

Ich habe sie gerade kontaktiert

I have replied to your email, Natalia-Su. I understand that you do not speak English and the Licensing Authority requests all the complaints to be filed in English. However, I can't file it for you. Please try to use Google Translate and translate the entire website to German to navigate around the process. Is there any family member or a friend who could assist you with this?

Dear Natalia-Su,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.