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Jupi Casino - Took my winnings without proof of violation

UNRESOLVED

Complaint Info

Disputed casino

Jupi Casino

Reason

Other

Amount

kr 10168.8

Posted on April 12, 2023

Hi.

I want to make a complaint about Jupi Casino. They recently removed 10.168,80 NOK from my account which they claim is due to bonus violation. I have tried to reach out to them to give me proof of violation and be more specific about which bets is violating the terms but every time I just get standard answer with list of terms.

I feel all my bets are quite normal with variation in odds and 1X2. Every bet has been over minimum odds (1.50) and under maximum stake (1000NOK). The last thee bets are made after the bonus requirements have been made so they differ a bit from the rest (but kind of proving I didn't just came from the bonus. I have also made some spins on slots after bonus requirements have been fulfilled.

I have to add that the KYC was really long, about three weeks, with the casino constantly asking me for new documents. I have provided drivers license, passport, picture with drivers license, picture with passport, two different address verifications. Each step took about three days, with a new three days passing before withdrawal was declined and they asked for a new document. The account was verified and the the process repeated itself. I do suspect this whole process was to make me fed up and gamble away my money before.

I have added both my complete betting history and my email corrospondance.

Thank you,

Regards <removed name>

AskGamblers
Posted on April 14, 2023

Dear Jupi Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.