Jupi Casino - La cuenta del jugador está cerrada con acusaciones de fraude.

Hello, I received free spins from this casino, and the winnings were just under €10.00. I played for what felt like an eternity, with ups and downs. After several hours, I finally reached the stated amount. However, I hadn't made a deposit at the casino, so I just kept playing and didn't request a withdrawal. Suddenly, the game stopped working. I tried to log in, but it didn't work. Later, I received an email accusing me of fraud. I haven't received a response from this casino since. I actually wanted to clarify that I hadn't wanted to withdraw anything yet, but I haven't received any response. I find it very strange that you're simply blocked and then receive such nasty insinuations. 😪 I'm well aware that I definitely have to deposit something before I consider withdrawing anything. I would have liked to continue playing a little longer and maybe try to withdraw something after making a deposit. This is really awful. Maybe you can help me??? That would be great. Best regards, Daniela

Hallo, ich habe bei dem Casino Freispiele erhalten, der Gewinn daraus war irgendwas unter 10,00 Euro. Ich habe eine gefühlte Ewigkeit gespielt, es ging rauf und runter. Nach etlichen Stunden, hab ich dann die genannte Summe erreicht. Allerdings habe ich bei dem Casino ja keine Einzahlung getätigt, also habe ich einfach mal weiter gespielt, hab auch keine Anfrage auf Auszahlung gesetzt. Plötzlich ging das Spiel nicht mehr, ich wollte mich einloggen und es funktionierte nicht. Später habe ich eine Mail bekommen, mit dem Vorwurf des Betrugs. Seit dem bekomme ich auch keine Antwort mehr von diesem Casino. Ich wollte es eigentlich klären, dass ich mir ja noch gar nichts auszahlen lassen wollte, keine Reaktion. Ich finde es sehr komisch, dass man einfach gesperrt wird und dann solche bösen Unterstellungen bekommt. 😪 Mir ist durchaus klar, dass ich auf jeden Fall noch was einzahlen müsste, eh ich darüber nachdenke mir was auszahlen zu lassen. Hätte gerne noch ein wenig weiter gemacht und vielleicht nach einer Einzahlung versucht was zu bekommen. Die Art und Weise ist echt ätzend. Vielleicht könnt ihr mir ja weiterhelfen??? Das wäre toll. Liebe Grüße Daniela

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Jupi Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please specify when you created your account?
• Have you made any deposits to your casino account? Was the €10 no deposit bonus the first bonus you ever claimed?  
• Was there any pop-up notification or a progress bar to check if the wagering requirement of the bonus was complete? 
• Were the bonus winnings automatically capped once the wagering requirement was complete?
• Did you request a withdrawal with an active bonus?

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

Best regards,

Natalia

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Hello Natalie, I opened the account the day before and received free games in return. The next day, I saw that it was no longer counted as bonus money, but as real money. I just kept playing, and in the middle of it, I was suddenly blocked. I didn't request a withdrawal because I hadn't deposited anything yet. I know you have to make at least a deposit, and I would have done so, but unfortunately, I didn't get the chance. Best, Daniela

Hallo Natalie, das Konto habe ich einen Tag zuvor eröffnet und dafür gratis Spiele bekommen. Am anderen Tag, hab ich dann gesehen, dass es nicht mehr als Bonusgeld sondern echtgeld gezählt wird. Ich habe einfach weiter gespielt und mitten drin wurde ich plötzlich gesperrt. Eine Auszahlung habe ich nicht angefordert, da ich ja noch nichts eingezahlt hatte. Ich weiß das man zumindest eine Einzahlung vornehmen muss und hätte es auch noch erledigt, leider habe ich keine chance dazu bekommen. LG Daniela

Dear player, 

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice, as it appears to be a common practice for Jupi Casino to completely ignore our attempts to mediate any issues. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Jupi Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime. 

Kind regards,

Natalia